Head of Guest Experience

About Riviera Travel If you would like to know a bit more about this opportunity, or are considering applying, then please read the following job information. 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 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 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 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. 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 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