Vacancy No VN1211 Advert Your Journey Starts with Us For over 30 years, we’ve been crafting tailor-made travel experiences that reflect each client’s unique perspective of the world, helping them create truly unforgettable memories. Behind every exceptional trip is a team of passionate experts, and this is your opportunity to be part of it. When you join Audley Travel, you become part of a supportive, collaborative community that’s invested in your success. We empower our people to thrive through meaningful development opportunities, a culture that celebrates individuality, and an environment where your ideas are heard, valued, and make a real impact. See more about life at Audley Travel! The Opportunity As a Client Experience Executive, you will support the Client Experience Manager in managing client experience and service scores via successful complaint management and effective compensation control to protect Audley’s Repeat & Recommend (R&R) business model. This includes working closely with internal departments including Product, Finance & Sales. Key responsibilities include: Managing escalated complaints and customer service questionnaire feedback 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 any 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 Manage all compensation reports to ensure that it is being offered consistently and in line with company policy 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 This position will be considered a non-exempt salary position, which means that you will be eligible for overtime pay for hours worked in excess of 40 in a given workweek. We value our people’s wellbeing and understand the importance of flexibility. That’s why we offer hybrid working, with the opportunity to split your time between our Boston, MA office located in the North End and working remotely from home. We ask that employees are office-based for a minimum of 3 days per week. What You’ll Bring to the Team 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 issue. You will be confident communicating with a wide cross-section of people both within the business and within the client base. Additional experience required: Strong customer focus with a solid understanding of the value of Audley’s Repeat and Recommend model Excellent written and verbal communication skills are essential Reliable and discreet when dealing with confidential information Remains calm and level headed in pressurized situations A conscientious, tenacious and self-reliant individual who is results oriented and enjoys seeing tasks through to completion Numerical and comfortable interpreting statistics Strong organisation, time management and planning skills Strong analytical & problem-solving skills Able to work under tight deadlines 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 Why Audley Travel Alongside competitive salaries and benefits that support your well-being, you’ll find a role that inspires you, challenges you, and connects you to something bigger. If you’re passionate about travel and seeking a career that excites, rewards, and grows with you, Audley Travel is where your journey begins. There’s more: Salary range of $53,000-56,000 (dependent on experience). Please note that this position is non-exempt and eligible for overtime, the weekly salary is between $1,019.23 ($25.48 per hour) - $1076.92 ($26.92 per hour) 90-100% coverage of insurance premiums 10 paid holidays including your birthday off! 1 day off for volunteering to support a charity, local support group or community work of your choice Generous PTO policy (20 days to start, with anniversary-tied increases) Flexible hybrid working options Opportunities for additional travel Friends & Family discounts on our luxury travel services! Working with a fun-loving, high-performing, and spirited team We welcome you to speak to our recruitment team at any point during your hiring process, if you have any specific questions, please contact us on careers@audleytravel.com. We believe it’s our people that make the difference and who build Audley into the success it is today. We pride ourselves on enabling people to reach their full potential through promoting and celebrating a diverse and inclusive working environment and encourage you to let us know if there's anything we can do to make your application process easier for you for any reason to help you shine! Ready to turn your travel passion into a career? Apply now to start your journey at Audley Travel! Country United States Location Boston; Hybrid Salary $53,000 - $56,000 (dependent on experience)