Job Description

Vacancy No

VN981

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About us

At Audley Travel, we turn careers into adventures. We're dedicated to creating unique travel experiences for our clients and fostering a dynamic, rewarding environment for our team. Join Audley and become part of a supportive community that prioritises your development. Our inclusive culture, along with competitive salaries and benefits, supports your well-being and growth.



If your passion is travel and you're looking for a career that excites and inspires, Audley Travel is the perfect place for you. Join us to create unforgettable journeys together. Find out more here!

About the role

The Client Service Manager is responsible for leading the Client Service team, ensuring the highest standards of service across the business. This includes managing complex and escalated client issues, overseeing legal and director-level complaints, and driving strategic improvements in service delivery. The Client Service Manager is a role model for the Client Service team and ensures every member fulfils their professional and personal development potential by holding weekly 1-2-1s, monthly and quarterly objective reviews.



The role acts as a key support to the Head of Client Experience (HoCEX), deputising when required and contributing to service-related projects and initiatives. The Client Service Manager is responsible and accountable for CSQ service excellence scores and driving escalation advocacy to achieve resolutions.



Key Responsibilities:

Leadership & Team Management

Recruit, coach, and develop a high-performing Client Service team. Conduct weekly 1:1s, monthly and quarterly reviews, and manage underperformance where necessary. Deliver training for the team and wider business on complaint handling and service excellence. Act as a role model and ambassador for Client Service across the business.

Client Issue Resolution

Manage all escalated complaints, including those addressed to Directors or involving legal implications. Liaise with clients directly to resolve complex issues and protect Audley's reputation. Work closely with Legal, Operations, and Directors on high-level cases. Maintain expert knowledge of Package Travel Regulations and Audley's Terms & Conditions.

Strategic Service Development

Lead the development and implementation of complaint handling processes and compensation strategy. Monitor and report on service KPIs, including NPS and CSQ feedback. Identify trends and drive forward-looking improvements to reduce compensation and enhance client satisfaction. Collaborate with Heads of Programme to ensure service consistency and address gaps.

Cross-Functional Collaboration

Work closely with Client Engagement, Digital, Marketing, and Finance on client-facing initiatives. Support the US Office (USO) Client Service team by sharing best practices and providing guidance. Represent the HCE in senior meetings and communications when required.

Operational Excellence

Oversee the UK Client Service case queue, including Duty Office, Service, and Refund cases. Manage tools and systems for complaint tracking, compensation, and incident reporting. Maintain a library of best practice examples for training and development. Support the business during peak periods, including natural disasters or high complaint volumes.

Client Engagement & Events

Support client events and elite client communications. Provide backup for the Client Engagement Manager when needed, including team coaching and meeting attendance.

Unusual Challenges

Regularly handle sensitive and high-stakes client complaints. Engage in difficult conversations with senior stakeholders to determine the best outcomes. Observe a holiday blackout period during Q1 due to peak complaint volumes.

About you

The successful candidate will have a deep understanding of Audley's Repeat & Recommend model, have strong operational experience in a tour operator environment, ideally F.I.T., and confident communicating with a wide cross-section of people both within the business and within the client base.



Other key experience needed:
Conscientious, tenacious, and results-driven Excellent written and verbal communication skills Calm and composed under pressure Highly numerate and confident interpreting data Self-motivated, organised, and detail-oriented Comfortable working independently and collaboratively Discreet and professional when handling confidential information Embodies the Audley values of being positive, being the difference, being one team and being passionate about travel

Why Audley

We are committed to our employees' quality of life and value the importance of flexibility by offering hybrid working where you can split your time between our wonderful office in Witney, Oxfordshire and remotely from home or elsewhere in the UK. We ask that employees are office-based for a minimum of 3 days per week.



There's more:
Discretionary bonus plan Holiday - 25 days rising to 30 days with length of service A day off for your birthday A day off for volunteering to support a charity, local support group or community work of your choice Access to Healthshield health cash plan - money back for costs associated with everyday healthcare (including optical, dental, medical, prescriptions, physio), and access to medical and wellbeing resources such as a GP service, employee assistance programme and counselling Enhanced family leave Life insurance Discounted Audley trips (for you and your friends & family) and exclusive access to staff travel discount websites Wellhub - a wellbeing platform that gives you unlimited, discounted access to top gyms, studios, and wellbeing apps Benefits Platform - access to discounts and cashback with hundreds of retailers

If you're interested in this opportunity, we'd love to hear from you. Click apply and start your journey with us at Audley Travel!



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.

Country

United Kingdom

Location

Hybrid; Witney

Salary

34,000 to 38,000 dependent on experience + on-target bonus

Applications Close Date

05 Nov 2025