Client Experience Executive
Role Highlights
Lead Customer Service & Complaints: Oversee complaint handling across the Client Experience team, ensuring consistency, quality, and alignment with company standards.
Manage Escalations: Act as the key escalation point for complex and Director-level complaints, resolving issues efficiently and with empathy.
Support Sales Teams: Guide and coach sales teams on complaint resolution, promoting best practice across the business.
Ensure Compliance: Manage complaints in line with company policy and regulatory requirements, partnering with Legal and Operations where needed.
Maintain Performance & Insights: Track complaint volumes, response times, resolutions, and compensation against KPIs, identifying trends and improvements.
Oversee Compensation & Client Data: Ensure fair, consistent compensation decisions and maintain accurate client profiles.
Improve Processes & Best Practice: Develop and refine complaint handling processes and maintain a best practice resource hub.
Manage Feedback Channels: Oversee social and review platforms, partnering with Digital and Marketing to manage client feedback.
Collaborate Across Teams: Support Sales Managers during peak periods and contribute to wider team initiatives, events, and continuous improvement.
Qualifications
- Confident handling challenging conversations, engaging empathetically with clients and influencing stakeholders to achieve positive, commercial outcomes.
- A strong understanding of customer service excellence and repeat business models.
- A clear, professional communicator with excellent written and verbal skills, able to engage a wide range of audiences and remain calm and solutions-focused under pressure.
- A highly organised, detail-oriented individual with strong numerical skills and the ability to interpret performance data.
- An adaptable and flexible individual to business needs, including peak periods, and passionate about continuous improvement in service and process consistency.
What's In It For You
- Location: Boston, MA in the North End
- Salary Range: $53,000 - $56,000 (dependent on experience)
- Non-exempt position eligible for overtime
- Generous PTO policy (20 days to start, with anniversary-tied increases)
- 10 paid holidays including your birthday off!
- Volunteering day off for supporting a charity, local support group or community work of your choice
- Flexible hybrid work options – we ask our employees to join us for a minimum of 3 days a week in the office
- Exclusive travel opportunities and Friends & Family discounts
The Interview Process
The interview process involves two main stages:
- One of our recruiters will review your application personally, and if successful, we will invite you to complete a video submission using a platform called HireVue. This provides an opportunity for you to answer some questions to help us explore your application further.
- The last and final stage is an interview with our Head of Client Experience and Client Experience Manager from the hiring team.
We also encourage you to provide us feedback, if you wish, to help us improve our recruitment process. We welcome you to speak to our recruitment team at any point during your hiring process, if you have any specific questions before this, 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!