The role
As a Client Service Executive, you will assist and support the Client Service Manager in managing client advocacy and service scores via successful complaint management. You will work with a team of Client Service Executives to manage Audley’s customer service and complaint handling processes. You will fully understand Audley clients and will develop and maintain policies and procedures to set and maintain exceptional service scores.
Key responsibilities include:
Being a point of contact and source of knowledge for the sales teams to help them address complaints at a team level & interacting with clients to resolve issues
Having an understanding of the Package Travel Regulations, Audley Terms and Conditions, and other relevant documentation to be an expert in this field
Managing tools that enable Audley to monitor complaint volumes, response times & resolutions
Delivering service training to sales teams and sales managers
Maintaining a system / point of reference for ‘best practice’ so that samples can be called upon for training purposes
About you
You will have a strong customer focus and be comfortable in having challenging conversations, relishing the opportunity to reach a positive outcome in any service-related issues. You will be confident communicating with a wide cross-section of people both within the business and within the client base.
Additional experience required:
A conscientious, tenacious, and self-reliant individual who is results-oriented and enjoys seeing tasks through to completion
Numerical and comfortable interpreting statistics
Strong organization, time management, and planning skills
Strong analytical & problem-solving skills
Able to work under tight deadlines
Customer service and problem-solving skills
Attention to detail and administration skills
IT literate - competent in Microsoft Outlook, Excel, Word, and PowerPoint
Embodies the Audley values of being positive, being the difference, being one team, and being passionate about travel
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