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Travel Advice and Information for Existing Bookings

Join the Riviera Travel Family

 

Join the Riviera Travel family

 

 

Working for Riviera Travel is something special. We are devoted to creating authentic holidays and delivering outstanding personal service, so our customers can enjoy truly memorable experiences. These are some of the reasons we’ve been named a Which? Recommended Provider for nine years and continue to win awards each year.

Our business was established over 38 years ago, and despite its rapid growth we still treat each other like we’re one big family – with care, loyalty and respect. Our head office, based in Burton-upon-Trent, has free parking and a lively, collaborative atmosphere. We work hard, but we also have lots of fun. 

We recruit like-minded individuals who are as passionate about travel as we all are. If you think you’re the right fit for us, take a look at our current job vacancies below

 

Head Office Roles in Burton-upon-Trent, Staffordshire

Web Production Manager

Reports to: E-Commerce Manager

Department: Marketing

Role Purpose

To manage the onsite content across Riviera’s UK and International websites, ensuring each site is kept up to date, aligned with campaigns and commercial objectives and optimised for SEO performance. This role is also responsible for ensuring the onsite content & presentation reflects the brand, and works closely with the Brand and Content stakeholders to drive forward the digital creative proposition.

Key Responsibilities

  • Keep the UK, Trade, Partner and International websites up to date and merchandised effectively, aligned with commercial priorities
  • Liaise with marketing stakeholders to support paid media, print and email campaigns through onsite merchandising
  • Responsible for layout of promotional, product and category pages, ensuring they support strategic and commercial priorities, are on Brand, and follow UX best practices
  • Responsible for managing onsite SEO across all company websites
  • Own the workflow process and supervise and advise junior team members
  • Analyse and report on website performance, picking out actionable insights to support CRO or feed into business strategy
  • Ensure tracking, tagging and analytics are set up and functioning correctly and efficiently, both for internal and third party use
  • Work with Tech, Insight and third parties to ensure API & content feeds are performing correctly
  • Support the E-Commerce Manager on website development projects

Skills, Experience & Qualification

  • 3-5 years experience in an Ecommerce role
  • Experience with content management systems and solid knowledge of HTML and CSS
  • Sound understanding of web copy best practices
  • Strong understanding of onsite SEO best practices
  • Knowledge of UX best practices
  • Proficient user of Google Analytics & other web insight tools
  • Demonstrated success in project management with an aptitude to effectively prioritize and complete multiple tasks
  • Excellent attention to detail
  • Proactive, with a ‘can do’ attitude and a solutions focused approach

Desirable

  • Knowledge and experience of content marketing for SEO
  • Technical and offsite SEO experience
  • Experience with CRO and using tools such as Google Optimize
  • Travel industry experience and/or a passion for travel

Sales Administrator

Reports to: Head of Agency Sales

Department: Agency Sales

Role Purpose

To be part of a team responsible for Travel Agent sales across the UK. The role is responsible for providing administration support to the Agency Sales team.

Key Responsibilities

  • Providing administration support to the Key Account Managers Managers on a daily basis.
  • Providing daily telephone assistance to the Key Account Managers.
  • Maintaining and updating sales records.
  • Effectively communicating with internal departments.
  • Assisting with presentation material and data analysis.
  • Checking the accuracy of the data.
  • Carrying out additional duties where required and as requested by the Head of Agency Sales.

Competencies

  • Sales Planning - Able to manage time to support Sales development Managers

Skills, Experience & Qualifications

  • Takes Initiative – understands what needs to be accomplished and to proceed on one’s own within the accountabilities of the job
  • Analytical – logically analyses facts, data and situations
  • Strong Administration skills
  • Strong self-confidence, approachability, well presented
  • Excellent communication, organisational and planning skills
  • A good team player
  • Problem solving
  • Proficient in Microsoft Office (Word, Excel, Powerpoint)

Key Account Manager

Reports to: Head of Agency Sales

Department: Agency Sales

Role Purpose

The Key Account Manager is responsible for achieving the Sales, Profit and Revenue targets and building the brand of Riviera Travel with dedicated key accounts, ensuring the performance of that region is maximised through focusing on Key Accounts. In addition, you will identify high revenue and high potential stores. To achieve the Sales and Revenue targets for your geographical sales area as set by the business. To have a training plan to ensure in your key accounts are familiar with Riviera Travel’s products through visits in person and completion of Riviera Travel OTT online training modules and attendance of webinars.

This is a field-based role to predominantly cover the North.

Key Responsibilities

  • Develop a considered targeted call cycle that focuses on high revenue and high potential stores (Key Accounts) and develop detailed call plans with face to face contact with targeted stores.
  • Responsible for growth of Revenue and Pax numbers.
  • Monitor and report all holiday competitor activity, pricing and marketing
  • Attending monthly sales meetings with Key Account Manager and Head of Agency Sales to plan targeted activity in your region to raise awareness and knowledge of the Riviera Travel Brand and maximise sales.
  • Provide store visit reports for your store visits and follow up consistently on the actions set in your stores.
  • Support projects as a team as and when directed.
  • Implement structured training programme ensuring the agents in your stores are familiar with Riviera Travel’s USP’s
  • Revenue targets set by Riviera Travel are achieved with your accounts
  • Implement successful consumer events in addition to travel agent partner’s events
  • Prepare and host successful agent educational trips i.e. River Cruise Ship day trips, tours and/or River Cruise fam trips, with targeted sales performance post the event to ensure a return on the investment
  • Ensuring that agreed sales and marketing activity is implemented in the targeted stores and the success of all activity is tracked and monitored to assess ROI
  • Attend and cover stands at travel industry exhibitions or any other events as required
  • Responsible for increasing the sign up to our monthly agent newsletter and engagement with our facebook Agency Sales closed group
  • Submit a rolling two-month call plan on a monthly basis to your line manager as required
  • To structure your calendar effectively to ensure maximum time with the agents and all administration and support activities are completed effectively and on time.
  • All Agency Sales Team members are kept updated and informed of activity in your area as appropriate

Skills, Experience & Competencies

  • Takes Initiative – understands what needs to be accomplished and to proceed on one’s own within the accountabilities of the job
  • Analytical – logically analyses facts, data and situations
  • Strong self-confidence, approachability, well presented
  • Excellent communication, organisational and planning skills
  • A good team player
  • Presentation skills. Must be confident preparing and delivering a presentation to small and large groups of agents and customers
  • Problem solving/complaint handling/diplomacy
  • Has an understanding of negotiation techniques and uses these to influence agents
  • Setting Objectives and Managing Priorities – Understands the importance of monitoring performance
  • Profitable Account Planning – Understands trends, dynamics and opportunities for growth
  • Commercial Decision Making – Management & profitable allocation of region budget
  • Commercial Innovation – Is creative in solving commercial challenges
  • Understanding Different Styles – Has the ability to adapt style and approach to suit relationships at differing levels- from shop floor to MD/Owner level
  • Drive for Results – Seeks to improve efficiency and effectiveness of plans, process and approach
  • Must be prepared to work weekends and evenings as part of your weekly role, with time in lieu received for weekend work. Flexibility will be required
  • Proficient in Microsoft Office (Word, Excel, Powerpoint)
  • Preferred experience in a B2B and B2C sales role
  • Degree educated or equivalent preferable
  • Must hold a clean driving licence and be confident to drive long distances

Operations Assistant

Reports to: Operations Team Manager

Role Overview: An exciting opportunity has arisen for a motivated and enthusiastic individual looking to become part of a dynamic and energetic environment. The Operations Assistant is a varied role which will have responsibility for the smooth running of our Escorted Tours and Cruise programmes.

Day to day responsibilities

  • Liaising with Tour Managers, Cruise Directors and all other suppliers to confirm content, services and attractions
  • Compiling bookings and monitoring changes to the programme
  • Checking client documentation, flight sheets and client lists
  • Providing support and information to Tour Managers/Cruise Directors before, during and after the tour/cruise, ensuring that their paperwork is correct and on time
  • Answering queries from the Contact Centre and clients regarding content and operational information
  • Assisting in the setting up of new tours/cruises, including researching all included content, finding local suppliers and planning the day-to-day operational itinerary
  • Keeping systems up to date with all tours/cruises details
  • Being pro-active in maintaining the quality of the tours/cruises
  • Assist with tours/cruises health and safety checks to make sure requirements are met.

Immediately prior to, and during tours and cruises

  • Contacting Tour Managers/Cruise Directors to ensure all paperwork received and answering queries, advising of cancellations or alterations to tour/cruise
  • Answering queries arising from tour/cruise, including transport enquiries and unexpected changes to itineraries
  • Dealing with day-to-day issues and emergencies that arise whilst the tours/cruises are running.

Post tour

  • Pro-actively deal with feedback from Tour Managers/Cruise Directors, including reading de-briefs and discussing any issues that arose which could require action to be taken by the office
  • Respond to any iCasework issues raised, providing timely and concise feedback

Personal attributes, skills and experience

  • Highly organised with strong attention to detail
  • An excellent communicator both written and verbal
  • Strong commitment to great customer service, in dealing with clients, Tour Managers/Cruise Directors and suppliers
  • Comfortable working at a fast pace with the ability to prioritise conflicting demands
  • Resilient and able to work under pressure with tight deadlines
  • Solutions focused and able to take initiative to achieve satisfactory outcomes
  • Excellent problem-solving skills and able to think ‘outside of the box’
  • Able to work autonomously and in a team
  • Excellent IT skills including MS Office, especially Word and Excel

Desirable

  • Foreign language(s)

Working Pattern

  • Standard, early and late shifts to be covered (this from late March 2022) (9am – 5:30pm / 7am – 3:30pm / 10:30am – 7pm) on a rota basis

Weekend Duty Officer

Reports to: Head of Operations

Role Purpose

A varied role to ensure out of hours support is provided to clients, Tour Managers and suppliers. A fantastic opportunity to make use of your great problems solving skills, ensuring the smooth-running of Riviera Travel holidays and delivering excellent customer service.Office hours: 7am to 7pm, weekends only

Day to day responsibilities

Emergency Phone Response

  • Answering queries and issues from clients and suppliers on the emergency phones and via email

  • Amending bookings and answering queries for customers travelling within 24 hours

  • Processing last minute cancellations and assisting with transport queries

  • Responding to unforeseen changes as they occur on holiday and providing support for Tour Managers and Cruise Directors

  • Logging issues as they occur and keeping full and accurate records

  • Escalating major issues to support team

Administrative Duties

  • Supporting the Operations and Reservations teams with general administrative duties during the night

  • Reading Tour Manager/Cruise Director debriefs and highlighting major issues to the Operations team

  • Requesting visa documentation via email and checking responses for accuracy

General Office Duties

  • Checking to ensure building security

Personal Attributes, Skills and Experience

Essential

  • Communication: Able to communicate effectively - both verbally and in a written format; uses their emotional intelligence to understand and empathise with clients facing disrupted travel plans, and Tour Managers/Cruise Directors needing assistance with issues on tours and cruises; actively listens; has a calm and positive attitude.

  • Analytical: Uses information to find solutions, uses available resources to research, understand and resolve issues; able to identify hazards, is proactive and forwardthinking

  • Organisation: Works well under pressure, reaches targets within agreed deadlines; can prioritise tasks and complete them in order of urgency with minimum supervision.

  • Flexible: Able to adapt as situations dictate, is able to switch between tasks quickly and efficiently; can adapt their style and behaviour to best suit a situation.

  • Self-motivation: Able to work independently, able to manage busy and quiet periods; be proactive about completing tasks set and remain ready to respond to calls

  • Lone working: able to work without close or direct supervision, able to manage stress and personal wellbeing.

  • Computer literacy: Microsoft Office suite competency, excellent written and verbal communication skills, proven customer service experience.

Desireable

Good level of foreign language(s)

Digital Content Writer (interim)

Reports to: SEO Manager

Department: Marketing

Key Responsibilities

  • Write website content that adheres to SEO best practices, matches the brand tone of voice and is engaging, accurate and informative to customers.
  • Review existing website content, rewriting or editing as appropriate to ensure it meets the correct quality standards and purpose.
  • Understand the target customer and the competitive landscape, to ensure content created is fit for purpose and industry leading in quality and relevant information.
  • Research products and destinations to ensure content is accurate and relevant.

Skills, Experience & Competencies

  • A good understanding of onsite SEO best practices
  • An excellent copywriter, with extensive experience writing inspirational and commercially driven content for web use
  • Expert in written English, with a hawk-eye for spotting errors
  • Experience using CMS platforms
  • Highly organised, with a structured approach to completing tasks
  • Excellent attention to detail, passionate about accuracy
  • Travel industry experience, or a personal passion for travel essential

SEO Manager

Reports to: E-Commerce Manager

Department: Marketing

Role Purpose

Responsible for managing Riviera’s SEO strategy across all brand websites, ensuring maximum visibility and organic traffic generated to the site. Ensure content is relevant and engaging to optimise for SEO and onsite conversion.

Key Responsibilities

  • Plan, develop and implement our SEO strategy to increase our Organic visibility and traffic volume across all brand websites
  • Ensure SEO best practices are maintained on site, and factored into any new content, landing or product pages
  • Work with external consultants and our web development agency to recommend and implement technical SEO improvements
  • Work with our PR team and external consultants to implement an outreach and backlinking programme
  • Write onsite content as needed, and work with internal or external copywriters to ensure content written for web adheres to SEO best practices
  • Monitor positioning of our key terms, and take action as needed to ensure we maintain high organic search ranking
  • Perform regular and thorough keyword research to identify trends and opportunities, and create or refresh content onsite to drive traffic volume
  • Managing SEO content strategy across websites, including page titles, meta descriptions, product descriptions, and blog/article form content, linking commercial priorities with evergreen content to support SEO opportunities
  • Regularly audit existing pages and content, refreshing and updating where appropriate to optimise for SEO
  • Utilise GA360, SEMrush and other analytics tools to analyse landing page performance and identify opportunities for improvements
  • Stay abreast of search engine developments and algorithm changes that affect site performance and ranking, and take proactive action to address any issues
  • Produce regular Exec and Board reports on organic performance and progress against KPIs and targets

Skills, Experience & Competencies

  • Expert in search engine optimisation, including onsite, offsite and technical
  • Good content writer, with strong written English language skills
  • Proven experience developing high quality and engaging web content
  • Proficient user of Google Analytics & other web insight tools
  • Highly organised and efficient
  • Excellent attention to detail
  • Proactive, with a ‘can do’ attitude
  • Comfortable working in a fast paced, results driven environment
  • A strong team player, willing to roll sleeves up and help out where needed to get the job done

Desirable

  • Travel industry experience and/or a passion for travel

Travel Consultant

Reports to: Contact Centre Team Manager

Department: Contact Centre

Role Purpose

We are looking for Travel Consultants to join our fantastic Contact Centre team, who have passion and experience in the travel sector. This is a great opportunity to join a company that has been established for nearly 40 years with a reputation for excellence in everything we do.

If you have the drive and resilience to succeed in sales where you are working towards set targets, high levels of customer satisfaction and if you love talking about travel, that extends beyond a standard holiday on one of our products, then this could be the opportunity to turn your passion into a career. Travel Consultants at Riviera Travel are an essential part of our team. They talk passionately about our products and offer a wealth of knowledge and experience to guide our customers into choosing a Riviera holidays that’s perfect for them.

You will work in a fast paced, target driven environment and will be required to retain lots of knowledge about our products and able to use our systems.

Either working from our offices in Burton-on-Trent or from home. We offer a starting salary of £20,616 per annum plus up to 15% performance bonus paid quarterly.

Key Responsibilities

  • Responsible for dealing with all inbound customer enquiries and converting these to bookings, as well as giving advice via live chat and email
  • Identifying customer needs and matching them to a suitable product
  • Build rapport with our customers by providing professional, informative, and friendly responses to enquiries; remaining professional, courteous and conscientious throughout
  • Receive inbound calls from our customers and continue to own the relationship with those customers
  • Make outbound calls to customers to follow up on potential bookings
  • Updating our internal systems with accurate and crucial information
  • Ensure are enquiries are dealt with quickly and efficiently in line with SLAs and with the best outcome for the customer
  • Upholding Riviera’s values within every aspect of the role. Delivering exceptional experiences both internally and externally

Skills, Experience & Competencies

  • Able to build rapport with customers and provide an exceptional customer experience that that inspires customers to journey with us for life
  • Impeccable verbal and written communication skills and strong attention to detail
  • A demonstrated passion for travel and ideally sales experience within the travel industry
  • Thirst for knowledge and expanding your experience
  • A track record of building exceptional customer relationships within a customer service environment
  • Resilient to challenges and setbacks – this is a sales role; you’ll need to stay motivated when things feel like they’re not going your way
  • Comfortable working with systems and good level of literacy with Microsoft Office tools
  • Capable of managing own workload within a fast-paced environment, whilst focusing on multi-tasking a diverse workload and prioritising accordingly
  • Ideally, you’d have experience working within a contact centre environment
  • Proven ability to identify customer needs through questioning and information gathering
  • Effective at multi-tasking and comfortable working within a fast-paced environment
  • The motivation to go above-and-beyond for our customers
  • Ability to work as part of a team

Benefits

  • 25 days holiday, plus bank holidays
  • Quarterly performance bonus opportunity based on achievement of sales targets
  • 3% employer pension contribution, 5% employee contribution
  • Access to educational trips, free parking, travel discounts and social events
  • Employee Assistance Programme

Customer Service Executive

Reports to: Customer Service Manager

Department: Contact Centre

Role Purpose

The purpose of this role is to predominantly answer incoming calls to ensure all customer requirements are met following a successful booking and to deal with any queries that arise in a timely and effective manner, managing our customers expectations and providing the best service in line with company expectations. Ensuring administration duties associated with the customers holiday arrangements are met and any requests are actioned promptly and efficiently.

Key Responsibilities

  • Answer incoming calls from customers ensuring all of their requirements are met within agreed service levels
  • Assist with Travel document process liaising with the relevant departments to ensure all the elements of the holiday are brought together and customers have the correct documents for their holiday
  • Admin duties – room and flight requests understanding the customers needs and liaising with the hotel/product & transport departments to ensure we can meet the customers requirements and they have any relevant additional costs
  • Action cancellations in line with company process ensuring all elements of the holiday is cancelled and the customer has a correct cancellation invoice
  • Dealing with travel concierge requests which include pre/post night stays, rail tickets and UK transfers
  • Handling late booking requests (when the package is locked) including approaching the relevant departments and liaise with suppliers to ensure we can secure the holiday
  • Assist with Customer Relations issues and call outs in particular any changes to customers holiday arrangements ensuring they have all the correct revised information
  • Ad-hoc queries and requests from within the Customer Service team and other teams within the Contact Centre

Skills, Experience & Competencies

  • Previous experience within a Customer Service environment
  • Ability to work in a fast paced environment with the ability to prioritise own workload
  • Excellent communicator both verbal and written with good attention to detail
  • A good team player whilst able to work on own initiative
  • Problem solving abilities with a pro-active approach and a positive attitude
  • Good IT skills

If you would like to apply for any of our current vacancies please send your CV and a covering letter to recruitment@rivieratravel.co.uk

 

Tour Manager Roles Worldwide

 

We are currently recruiting experienced Tour Managers for our Escorted Tours and River Cruise programmes for our 2022 season and beyond.

   

Customers have described our tour managers as knowledgeable, kind, well-organised and resourceful, as well as having a great sense of humour and a genuine passion for the places we visit. Many have been with us for more than a decade, some even two. For them, being a tour manager is not just a job – it’s a passion.
Read more about our tour managers here.

We’re looking for tour managers with the following qualities:

  • Excellent organisational and leadership skills;
  • Problem-solving skills and the ability to remain calm under pressure;
  • Dedication to delivering exceptional customer service;
  • A genuine interest in people;
  • Good understanding of the importance of communication;
  • The ability to speak languages pertinent to our destinations is an advantage, although not a prerequisite;

Send your CV along with a cover letter and a recent photo of yourself to tmapplications@rivieratravel.co.uk