Job Description
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 outstan...