Riviera Travel is a leader in creating exceptional travel experiences, known for its high-quality escorted tours, river cruises, and solo holidays. With a strong heritage and a passion for detail, every journey is carefully designed to deliver memorable moments from start to finish. Joining Riviera means being part of a collaborative and people focused business where your work directly contributes to bringing unforgettable experiences to life for customers across the UK and beyond.
About the Role
Love turning a challenging situation into a positive outcome? Thrive on helping people and making a real difference to their experience?
As the Guest Relations Executive, you'll be at the heart of delivering exceptional customer service, supporting our guests when they need us most. From resolving enquiries and complaints to helping with changes to holiday plans, you'll play a vital role in ensuring every guest feels listened to, valued and cared for.
No two days are the same. One moment you could be investigating guest feedback and working with colleagues across the business to find the best solution, and the next you'll be helping support customers affected by changes to their travel arrangements. You'll use your excellent communication skills, problem solving mindset and attention to detail to deliver fair, professional and customer focused outcomes.
This is a fantastic opportunity for someone who enjoys building relationships, uncovering solutions and being part of a team that's passionate about creating memorable holiday experiences. You'll work closely with colleagues across Guest Experience, Operations, Product and Transport, helping us continually improve what we do and ensuring our guests receive the outstanding service we're known for.
This role is Monday - Friday 0900-1700, with an initial training period full time in the office in Burton-upon-Trent, followed by the opportunity to move to hybrid working following training, 3 days in the office and 2 days a working from home (negotiable after training).
What You’ll Be Doing:
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Log & investigate customer correspondence, liaising with other areas of the business to obtain all the relevant facts.
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Respond to customers in accordance with the ABTA Code of Conduct and following the company guidelines.
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Assist the Operations Team should there be an incident whilst customers are overseas – accident/H&S issues, take over the after care when customer returns.
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Work with the Customer Experience Manager to ensure other areas of the business act upon complaints to prevent repetition and any redress from the suppliers is collected as agreed.
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When required assist with the cancellation/change tour call-outs to ensure we get the best customer retention.
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When required assist with 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.
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Ad-hoc queries and requests from within the Customer Experience team and other teams within the company.
Skills, Experience & Competencies
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Previous experience within complaints resolution or customer relations environment.
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A good working knowledge of the ABTA Code of Conduct & PTR’s is advantageous
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Ability to work in a fast-paced environment with the ability to prioritise own workload.
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Excellent communicator both verbal and written with good attention to detail.
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A good team player whilst able to work on own initiative.
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Problem solving abilities with a pro-active approach and a positive attitude.
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Proficient IT skills.
How We’ll Take Care of You: We believe in rewarding our team with great benefits and opportunities for growth
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Competitive salary - £25,712 rising to £27,539 (after 6 months)
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Annual company bonus 7.5%
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Hybrid working – flexibility to work from home and the office
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27 days holiday + bank holidays (with holiday buy and flexible bank holidays)
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Staff travel discounts – Up to 60% discount on Riviera Travel with options for family & friends
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Career development – access to Learnerbly and clear career pathways
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Employee discounts – on our award-winning holidays for you, friends, and family
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Wellbeing support – Employee Assistance Programme, virtual dentist
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Perks & savings – Benefit Hub discounts, gym membership, cycle-to-work scheme
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Financial security – pension scheme and life assurance
