Job Description

Company Overview

Riviera Travel is the UK's leading river cruise and tour operator. For 40 years our experts have been bringing to life the world’s most fascinating destinations. Our outstanding crafted itineraries, authentic experiences with local experts, award-winning reputation and honest pricing policy are all reasons why we are one of the leading river cruise and tour operators, and we are expanding to the US!

Summary

The purpose of the role is to predominately respond to customer correspondence and complaints in a timely and effective manner, in line with the company expectations. In addition, assist with liaising with customer should their travel arrangements need adjustments. As this role is part of the Customer Experience team at times it will be necessary to assist with customer service duties which involves assisting the customers between their vacation booking and travels.

Working Hours: Full time - 37.5 per week, 5 days per week including weekends (every other Saturday and Sunday) and some public holidays on a rota basis.

Responsibilities

• Log & investigate customer correspondence, liaising with other areas of the business to obtain all the relevant facts.
• Investigate and resolve customer complaints, in line with company expectations.
• Respond to customers following the company guidelines.
• 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.
• 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.
• When required assist with the cancellation/change tour call-outs to ensure we get the best customer retention.
• 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.
• Ad-hoc queries and requests from within the Customer Experience team and other teams within the company.

Requirements

• Previous experience within a Customer Relations 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're passionate about travel and dedicated to providing exceptional customer experiences, we invite you to apply today and join our dynamic team at Riviera Travel!

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