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Head Office Roles in Burton-upon-Trent, Staffordshire
Department: Transport
Salary: Competitive
About Us
Riviera Travel is a private equity owned cruise and escorted tour holiday specialist, operating in the UK, Europe and across the world. The company is based in Burton-on-Trent, Staffordshire. Its holidays are aimed at over-55s who want to continue to travel and explore the world with confidence. Riviera Travel is the UK’s leading River Cruise specialist. The company has been operating since 1984 and is a Which? recommended provider.
What we are offering:
Our guests expect an exceptional experience then they choose to book with Riviera Travel. We want you to have the same exceptional experience working for us:
- 27 days holiday plus bank holidays
- Company Bonus 7.5%
- Holiday buy, option to purchase up to an additional 5 days leave
- Up to 60% discount for you and friends and family on our award-winning holidays!
- An educational programme which allows you to experience what our guests experience, first hand!
- Career Progression with access to Learnerbly, our digital learning and development platform
- Career Pathway, as the company grows, we want you to grow with us.
- Employee Assistance Programme
- Access to a virtual dentist via the Toothfairy app
- Access to BenefitHub which gives hundreds of discounts from leading high street retailers, travel and entertainment companies
- Pension Scheme & Life Assurance
- Annual and quarterly team recognition awards ceremony
- Social events, Christmas party, summer party, quizzes etc
- Cycle to work scheme
- Discounted gym membership
- Health & wellbeing programme
- Refer a friend programme
Working Hours: Full time - 37.5 per week, Monday-Friday. Hybrid working available during off peak months.
Come and enjoy the adventure with us…
In this role you will ensure all flight, transport and other logistics requirements are planned and procured in a controlled and cost-efficient manner. The role reports to the Head of Sales & Aviation and works closely with Operations and Product.
The role holder will have responsibility for more than 100k passengers of which 90% require flights (of which 25% is scheduled carriers, 75% low-cost), 8% Eurostar and 2% no transport. With flight expenditure on an annual basis of c£30m.
The Role
- Manage the day today department, workflows, priorities – forward view of workload and addresses imbalances Continuously review internal processes to drive improvements and efficiencies in line with best practice.
- Develop and motivate direct reports and the wider Aviation and Rail team.
- Work closely and collaboratively with all departments with primary relationships being Capacity Management, Operations and Product. Ensuring appropriate communication with other business areas as appropriate eg Revenue, Marketing, Sales and Finance.
- Evaluate available technology solutions and recommend implementation where applicable.
- Accountable for ensuring we maintain and build strong relationships with airlines and other transport suppliers to assure continued standards and service.
- Lead initiatives that may support and enhance our customer proposition around transport.
- Responsible for administration, organisation and planning for all flights.
- Recommend general best practice applicable to Riviera in the Aviation and Rail sectors.
- Evaluate available technology solutions and recommend implementation where applicable.
- Build and maintain strong relationships with airlines and other transport suppliers to ensure continued standards and service.
- Responsible for ensuring monitoring and control of all transport costs against budget and forecasts in conjunction with the Finance/Revenue teams.
About you
- Proven experience of leading and motivating a team in a similar environment (contact centre, workflow driven etc).
- Proven experience in a Commercial Aviation role.
- Strong influencing and communication skills with the ability to present and converse with senior stakeholders.
- Proven technical and systems capability and experience of working with relevant industry (GDS) systems e.g. Travelport, Amadeus, Sabre.
- Experience of managing relationships with 3rd party/external suppliers and stakeholders.
- The ability to identify and drive improvements and efficiencies.
- Experience of working in a fast-paced environment with tight deadlines.
- Experience of procurement strategies to add commercial value.
Department: Customer Services
Salary: £65,000 - £70,000
Role Purpose:
The Head of Experience role is responsible for Riviera’s guest experience functions. You will lead the guest experience teams, creating a high performing culture where people deliver outstanding service which contributes to our overall NPS result. You will manage the after-sales customer support ensuring we continuously improve the guest experience through delivery, complaint resolution and system/process enhancements.
The role will sit on our Leadership team, who champion the Riviera values and culture, drive high performance through training and coaching, and are seen as an aspirational leader.
Key Responsibilities:
- Provide detailed reporting of service performance, along with implementing service enhancements.
- Build and maintain high performing teams across the department.
- Drive continuous increase in our NPS & CSQ scores. Deliver an outstanding guest experience with a view to always maintain revenue but without impacting the overall guest experience. Oversee complaint resolution, and ensuring any changes required are implemented and effective.
- Manage our Travel Concierge team, providing detailed analysis of profitability and areas for further growth.
- Maintain cost control across your area through cost centre management. Continuous review and implementation of system improvements.
- Ensure the customer is at the heart of everything you do.
- Ensure quality compliance is completed monthly with key improvement in areas identified.
- Lead effective resource planning, ensuring that resource is fully utilised, and any contact demand is efficiently covered.
- Work closely with sales, ensuring we optimise resource across the entire Contact Centre. Lead initiatives that may support and enhance our customer proposition.
- Liaise extensively with other functional Heads to ensure appropriate communication and co-operation with other business areas eg Product, Tour Management, Transport and Finance.
What we can offer you:
Our guests expect an exceptional experience then they choose to book with Riviera Travel. We want you to have the same exceptional experience working for us:
- 27 days holiday plus bank holidays
- Bonus scheme based on Company and Personal Performance
- Hybrid working
- Subsidised gym membership
- Learning & Career Development Opportunities
- Employee Assistance Programme
- Discount for you and friends and family on our award-winning holidays!
- Pension Scheme
Skills, Experience & Competencies:
- Proven experience in developing and managing a customer service department, improving overall NPS results
- Excellent communicator, written and verbal
- Strong decision maker
- Highly numerate, data driven, technology and digitally savvy
- The ability to identify and drive improvement strategies.
- Strong Communication skills with the ability to present and converse with senior stakeholders
- Experience of working in a fast-paced environment with tight deadlines
- Proven experience of leading, developing and motivating a high performing team
- Previous experience within the Travel Industry is highly desirable but not essential
If you would like to apply for any of our current vacancies, please send your CV and a covering letter to [email protected]
Please note that by submitting your CV you agree to your personal data being processed and stored in line with our Applicant Data Protection Privacy Notice.
