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For Companies At a Glance
- Tasks: Lead the Guest Experience teams to deliver outstanding service and improve customer satisfaction.
- Company: Join Riviera Travel, the UK's top escorted tour operator with 40 years of award-winning service.
- Benefits: Enjoy 27 days holiday, hybrid work, bonuses, gym discounts, and travel perks for you and your loved ones!
- Why this job: Be part of a high-performing culture that values guest experience and personal growth.
- Qualifications: Proven experience in customer service management and strong communication skills are essential.
- Other info: Experience in the travel industry is a plus, but not required.
The predicted salary is between 43200 - 72000 £ per year.
Get AI-powered advice on this job and more exclusive features.
This range is provided by Riviera Travel. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
About Riviera Travel –
With almost 40 years of experience as the UK’s leading escorted tour operator, we can offer remarkable value on our holidays!
We are proud to have won multiple awards for the quality of our holidays and customer service, and we have been awarded the esteemed ‘Recommended Provider’ accreditation with Which? for 11 years. Plus, we are rated ‘Excellent’ on Trust Pilot, and 96% of our guests say they would travel with us again.
Enjoy the travel adventure with us!
What you\’ll be doing
The Head of Customer 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 inspirational 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 maintaining 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 e.g. Product, Tour Management, Transport and Finance.
About you
- 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.
What can we offer you?
Our guests expect an exceptional experience when 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.
Seniority level
Director
Employment type
Full-time
Job function
Customer Service
Industries
Travel Arrangements
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Head of Customer Service employer: Riviera Travel
Contact Detail:
Riviera Travel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Service
✨Tip Number 1
Familiarize yourself with Riviera Travel's values and culture. As a candidate for the Head of Customer Service, demonstrating your alignment with these values during discussions can set you apart. Show how your leadership style embodies these principles.
✨Tip Number 2
Prepare to discuss specific strategies you've implemented in previous roles that improved customer satisfaction scores like NPS. Be ready to share data-driven results that highlight your impact on guest experiences.
✨Tip Number 3
Highlight your experience in managing high-performing teams. Share examples of how you've motivated and developed team members to achieve outstanding service levels, as this is crucial for the role.
✨Tip Number 4
Demonstrate your ability to work collaboratively with other departments. Prepare examples of how you've successfully liaised with sales, product management, or finance to enhance customer propositions and improve overall service delivery.
We think you need these skills to ace Head of Customer Service
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Head of Customer Service position. Understand the key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to highlight relevant experience in customer service management, particularly any achievements related to improving NPS results or leading high-performing teams. Use metrics where possible to demonstrate your impact.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your leadership style. Mention specific examples from your past roles that demonstrate your ability to drive improvement strategies and enhance guest experiences.
Showcase Communication Skills: Since excellent communication is crucial for this role, ensure that your application reflects your written communication skills. Be clear, concise, and professional in your language, and consider including examples of how you've effectively communicated with senior stakeholders in the past.
How to prepare for a job interview at Riviera Travel
✨Showcase Your Leadership Skills
As the Head of Customer Service, you'll be leading teams. Be prepared to discuss your leadership style and provide examples of how you've successfully motivated and developed high-performing teams in the past.
✨Demonstrate Data-Driven Decision Making
Since the role requires a strong focus on NPS and CSQ scores, come ready to discuss how you've used data to drive improvements in customer service. Share specific metrics and outcomes from your previous roles.
✨Communicate Effectively
Excellent communication is key for this position. Practice articulating your thoughts clearly and concisely, especially when discussing complex ideas or strategies. Be ready to engage with senior stakeholders during the interview.
✨Understand the Travel Industry
While previous experience in the travel industry is not essential, having a solid understanding of it can set you apart. Research Riviera Travel's offerings and be prepared to discuss how you can enhance the guest experience based on industry trends.
