Career Opportunities

Department: Transport 

Salary: Competitive 

About Us

Riviera Travel is a private equity owned cruise and escorted tour holiday specialist, operating in the UK, Europe and across the world. The company is based in Burton-on-Trent, Staffordshire. Its holidays are aimed at over-55s who want to continue to travel and explore the world with confidence. Riviera Travel is the UK’s leading River Cruise specialist. The company has been operating since 1984 and is a Which? recommended provider.

What we are offering:

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
• Company Bonus 7.5%
• Holiday buy, option to purchase up to an additional 5 days leave
• Up to 60% discount for you and friends and family on our award-winning holidays!
• An educational programme which allows you to experience what our guests experience, first hand!
• Career Progression with access to Learnerbly, our digital learning and development platform
• Career Pathway, as the company grows, we want you to grow with us.
• Employee Assistance Programme
• Access to a virtual dentist via the Toothfairy app
• Access to BenefitHub which gives hundreds of discounts from leading high street retailers, travel and entertainment companies
• Pension Scheme & Life Assurance
• Annual and quarterly team recognition awards ceremony 
• Social events, Christmas party, summer party, quizzes etc
• Cycle to work scheme
• Discounted gym membership
• Health & wellbeing programme
• Refer a friend programme

Working Hours: Full time - 37.5 per week, Monday-Friday.  Hybrid working available during off peak months.

Come and enjoy the adventure with us…

In this role you will ensure all flight, transport and other logistics requirements are planned and procured in a controlled and cost-efficient manner. The role reports to the Head of Sales & Aviation and works closely with Operations and Product.   
The role holder will have responsibility for more than 100k passengers of which 90% require flights (of which 25% is scheduled carriers, 75% low-cost), 8% Eurostar and 2% no transport. With flight expenditure on an annual basis of c£30m.

The Role

• Manage the day today department, workflows, priorities – forward view of workload and addresses imbalances Continuously review internal processes to drive improvements and efficiencies in line with best practice.
• Develop and motivate direct reports and the wider Aviation and Rail team.
• Work closely and collaboratively with all departments with primary relationships being Capacity Management, Operations and Product. Ensuring appropriate communication with other business areas as appropriate eg Revenue, Marketing, Sales and Finance.
• Evaluate available technology solutions and recommend implementation where applicable.
• Accountable for ensuring we maintain and build strong relationships with airlines and other transport suppliers to assure continued standards and service.
• Lead initiatives that may support and enhance our customer proposition around transport.
• Responsible for administration, organisation and planning for all flights.
• Recommend general best practice applicable to Riviera in the Aviation and Rail sectors.
• Evaluate available technology solutions and recommend implementation where applicable.
• Build and maintain strong relationships with airlines and other transport suppliers to ensure continued standards and service.
• Responsible for ensuring monitoring and control of all transport costs against budget and forecasts in conjunction with the Finance/Revenue teams.

About you

• Proven experience of leading and motivating a team in a similar environment (contact centre, workflow driven etc).
• Proven experience in a Commercial Aviation role.
• Strong influencing and communication skills with the ability to present and converse with senior stakeholders.
• Proven technical and systems capability and experience of working with relevant industry (GDS) systems e.g. Travelport, Amadeus, Sabre.
• Experience of managing relationships with 3rd party/external suppliers and stakeholders.
• The ability to identify and drive improvements and efficiencies.
• Experience of working in a fast-paced environment with tight deadlines.
• Experience of procurement strategies to add commercial value.

Team: Technology and Change 

Salary: £40,000-£50,000

About Us

Riviera Travel is a private equity owned cruise and escorted tour holiday specialist, operating in the UK, Europe and across the world. The company is based in Burton-on-Trent, Staffordshire. Its holidays are aimed at over-55s who want to continue to travel and explore the world with confidence. Riviera Travel is the UK’s leading River Cruise specialist. The company has been operating since 1984 and is a Which? recommended provider.

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
• Company Bonus 7.5%
• Holiday buy, option to purchase up to an additional 5 days leave
• Up to 60% discount for you and friends and family on our award-winning holidays!
• An educational programme which allows you to experience what our guests experience, first hand!
• Career Progression with access to Learnerbly, our digital learning and development platform
• Career Pathway, as the company grows, we want you to grow with us.
• Employee Assistance Programme
• Access to a virtual dentist via the Toothfairy app
• Access to BenefitHub which gives hundreds of discounts from leading high street retailers, travel and entertainment companies
• Pension Scheme & Life Assurance
• Annual and quarterly team recognition awards ceremony 
• Social events, Christmas party, summer party, quizzes etc
• Cycle to work scheme
• Discounted gym membership
• Health & wellbeing programme
• Refer a friend programme

Working Hours: Full time - 37.5 per week, Monday-Friday.  Hybrid working available during off peak months.

Come and enjoy the adventure with us…

In this role you will be responsible for ensuring the business operates in accordance with the relevant laws and regulations alongside Riviera’s internal policies and procedures. 
You will work closely with Legal, Data Protection Office and Technology function to design, implement and monitor an effective compliance programme. Scope includes risk management, governance and training on compliance matters including liaising with external regulators and auditors as required.

The Role    

• Develop and maintain a comprehensive compliance framework that aligns with best practices and standards, as well as the applicable laws and regulations in the jurisdictions in which Riviera operates.
• Support regular compliance audits and reviews to assess the effectiveness and efficiency of compliance controls and processes and identify any gaps or areas for improvement.
• Report on compliance performance and status of the company required stakeholders including senior management and board and provide recommendations and action plans to address any issues or risks.
• Manage and oversee the compliance training and awareness program for Riviera colleagues and ensure that they are updated on the latest regulatory changes and compliance requirements.
• Advise and support Riviera Legal and Data Protection, Change and Technology functions on compliance-related matters, such as contract drafting and review for ROPA, TPSF, IT security activities, data protection and privacy policies, system development and testing, and incident response and reporting.
• Establish and maintain effective relationships aligned with DPO, external regulators and auditors, and ensure that the company is compliant with their requests and expectations.
• Lead, maintain and play an integral role in Company ARC (Audit & Risk committee).
• Keep abreast of the emerging trends and developments in the travel industry and the regulatory environment and proactively anticipate and mitigate any potential compliance impacts or opportunities for the company.
• Develop and manage a detailed project schedule and work plan on a rolling year schedule.
• Manage and support the deliverables and submissions of Riviera’s annual GDPR audits and PCI self-certification.
• Support achievement of ISO27001 and subsequent annual recertification.
• Manage the Company wide compliance monitoring plan and risk Management programme to identify, manage and mitigate areas of non-compliance.

About you

• High level of integrity and professionalism, with the ability to act independently and ethically.
• Certified Compliance Professional (CCP) or equivalent qualification is desirable.
• At least 8 years of experience in a compliance role, preferably in the travel industry or a regulated sector.
• In-depth knowledge of laws and regulations, including but not limited to PCI, the Consumer Rights Act, GDPR, Anti-Money Laundering Regulations / CTF requirements, PSD 2, miFID 2, CASS, SYSC.
• Strong analytical and problem-solving skills, with the ability to interpret and apply complex policies and regulatory documents.
• Excellent communication and presentation skills, with the ability to influence and persuade different stakeholders at all levels.

Job Type: Permanent, Monday-Friday 37.5 hours

Salary: £24,300 rising to £25,272 after 6 months (after successful completion of probationary period)

Schedule: Monday to Friday hours of work 0900-17:30 or 0800-16:30

Work Location: 

This role is full-time office based, working 0900-1730 one week and 0800-1630 the next, on a rolling basis. There may be opportunities for one day per week from home dependent on the travel season, but this role is not hybrid - it is full-time onsite in the office. Our office is in Burton on Trent. There is, however, the opportunity to work hybrid during off peak months.

Who we need?

We’re looking for an inspirational and passionate transport professional to join our team. You will be responsible for ensuring all transport elements are booked in accordance with our tours as well as handling any ancillary related products for our customers.

You will be administering the ticketing and day to day management of transport, ensuring that all deadlines are met. Keep all product information up to date and ensure correct details/paperwork are passed to the relevant suppliers or internal departments.  You will also be processing any schedule changes/cancellations quickly to ensure no disruption to departing tours and helping the operation team should any transport related problems arise while on tour.
 

Key Responsibilities:

• To request group booking quotes with the airlines through various avenues which include Amadeus (Global Distribution System) online portals, airline websites, via email and over the phone depending on how the airline accepts requests.
• To manage airline group bookings though Amadeus which includes adding passenger names, adding passport details, ticketing, seating the whole group on the aircraft, meal requests and any special assistance requests.
• To manage airline group bookings through other avenues depending on the airline and their preferred way of working; this can be through online portals, airline websites or via email. This also includes uploading/sending manifests, uploading/sending passport details, actioning seat requests, meal requests and any special assistance requests.
• To obtain quotes for flight upgrades with the airlines, contact the clients directly via phone and take payment over the phone.
• Setting up flights on the packages for either upgraded flights or extra seats.
• Sticking to a strict SLA in place to action journals that come onto the workflow from the contact centre.
• Contacting the airlines via phone and email to resolve any issues or to action any of our clients’ requests.
• Managing multiple inboxes within a strict SLA to resolve / answer queries.
• Actioning any schedule changes that come through from the airlines, this can include accepting changes, re-issuing tickets in GDS, updating the packages with the new flights. Or if schedule changes are unsuitable this can include ringing the airlines to change the flights, seeking alternative options yourself and setting up new flights.
• Applying for refunds for cancelled flights via GDS, email, via phone or the websites and following them up to make sure we receive the funds.
• Build and keep close positive relationships with the airlines.
• Work closely with other departments particularly Capacity Management, Product and Operations and to assist the Contact Centre with any transport related queries.
• To complete ‘routing’ which is the final check from Transport before travel documents are sent by admin. This includes checking terminals, ticket types, flights numbers, passenger names. This is important so that the clients receive the correct documentation.
• Available to be on an emergency on call rota for weekends as back up to the operations team should transport issues arise out of hours.

Skills, Experience & Qualifications:

• Previous experience in a similar role gained in a fast-paced environment is a pre-requisite.
• Good knowledge of Amadeus (GDS).
• High level of accuracy and attention to detail.
• High ability to be able to self-manage own workload and recognise how to prioritise your own work.
• Excellent communication skills both written and verbal with clients via phone and suppliers via phone.
• Effective problem-solving skills and ability to think outside the box.
• Excellent organisational skills and time management ensure all deadlines are met with transport suppliers.
• Proficiency in Excel, as spreadsheets are an integral part of the department records.
• Ability to work under pressure, working alone, part of the transport team and part of the wider Riviera team.
• Ability to take ownership and responsibility of workloads under little or no supervision.
• A willingness to be flexible with working hours and responsibilities.
• A good knowledge of Traveller and Atlas would be an advantage but not essential.

What we are offering in return:

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
• Holiday buy, option to purchase up to an additional 5 days leave
• Up to 60% discount for you and friends and family on our award-winning holidays!
• An educational programme which allows you to experience what our guests experience, first hand!
• Career Progression with access to Learnerbly, our digital learning and development platform
• Career Pathway, as the company grows, we want you to grow with us.
• Employee Assistance Programme
• Access to a virtual dentist via the Toothfairy app
• Access to BenefitHub which gives hundreds of discounts from leading high street retailers, travel and entertainment companies
• Pension Scheme & Life Assurance
• Annual and quarterly team recognition awards ceremony 
• Social events, Christmas party, summer party, quizzes etc
• Cycle to work scheme
• Discounted gym membership
• Health & wellbeing programme
• Refer a friend programme

Department: Channels/Sales

Salary: Up to £37k dependent on experience, plus quarterly bonuses!

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
• Hybrid working
• Quarterly Bonus Scheme
• Car allowance or company car
• Training & Career Development Opportunities
• Employee Assistance Programme
• Discount for you and friends and family on our award-winning holidays!
• Pension Scheme

Working hours: Full time - 37.5 per week, Monday-Friday

Why 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!

The Key Account Manager is responsible for achieving the Sales, Profit and Revenue targets and building the brand of Riviera Travel with dedicated key accounts, ensuring the performance of that region is maximised through focusing on Key Accounts.

In addition, you will identify high revenue and high potential stores. To achieve the Sales and Revenue targets for your geographical sales area as set by the business. To have a training plan to ensure in your key accounts are familiar with Riviera Travel’s products through visits in person and attendance of webinars.

This is a field-based role.

The Role:

• Develop a considered targeted call cycle that focuses on high revenue and high potential stores (Key Accounts) and develop detailed call plans with face to face & virtual contact with targeted key accounts.
• Responsible for growth of Revenue and Pax numbers.
• Monitor and report all holiday competitor activity, pricing and marketing.
• Attending monthly sales meetings with National Sales Manager to plan targeted activity in your region to raise awareness and knowledge of the Riviera Travel Brand and maximise sales.
• Provide key account reports and follow up consistently on the actions set in your sales area.
• Support projects as a team as and when directed.
• Implement structured training programme ensuring the agents in your stores are familiar with Riviera Travel’s USP’s.
• Revenue targets set by Riviera Travel are achieved with your accounts.
• Implement successful consumer events in addition to travel agent partner’s events.
• Prepare and host successful agent educational trips i.e. River Cruise Ship Day trips, tours and/or River Cruise fam trips, with targeted sales performance post the event to ensure a return on the investment.
• Ensuring that agreed sales and marketing activity is implemented in the targeted stores and the success of all activity is tracked and monitored to assess ROI.
• Attend and cover stands at travel industry exhibitions, or any other events as required.
• Responsible for increasing the sign up to our monthly agent newsletter and engagement with our Facebook Trade Sales closed group.
• Submit a rolling two-month call plan monthly to your line manager as required.
• To structure your calendar effectively to ensure maximum time with the agents and all administration and support activities are completed effectively and on time.
• All Trade Team members are kept updated and informed of activity in your area as appropriate.

About You:

• Takes Initiative – understands what needs to be accomplished and to proceed on one’s own within the accountabilities of the job.
• Analytical – logically analyses facts, data and situations.
• Strong self-confidence, approachability, well presented.
• Excellent communication, organisational and planning skills.
• A good team player.
• Presentation skills. Must be confident preparing and delivering a presentation to small and large groups of agents and customers.
• Problem solving/complaint handling/diplomacy.
• Understands negotiation techniques and uses these to influence agents.
• Setting Objectives and Managing Priorities – Understands the importance of monitoring performance.
• Profitable Account Planning – Understands trends, dynamics and opportunities for growth.
• Commercial Decision Making – Management & profitable allocation of region budget.
• Commercial Innovation – Is creative in solving commercial challenges.
• Understanding Different Styles – Has the ability to adapt style and approach to suit relationships at differing levels- from shop floor to MD/Owner level.
• Drive for Results – Seeks to improve efficiency and effectiveness of plans, process and approach.
• Must be prepared to work weekends and evenings as part of your weekly role, with time in lieu received for weekend work. Flexibility will be required.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Preferred experience in a B2B and B2C sales role.
• Degree educated or equivalent preferable.
• Must hold a clean driving licence and be confident to drive long distances.

Department: Operations 

Salary: £25,440 rising to £27,009 after 6 Months 

Come and enjoy the adventure with us!

We are seeking a highly skilled and experienced individual to join our team as Operations Executive.

An exciting opportunity has arisen for a motivated, proactive, and enthusiastic individual looking to become part of dynamic and energetic environment. The role of Operations Executive is a varied one which will have responsibility for the smooth running of our escorted tours and cruise programmes.

The Role

• Liaising with Tour Managers, Cruise Directors, and all other suppliers to confirm content, services and attractions.
• Compiling bookings and monitoring changes to the programme.
• Checking client documentation, flight sheets and client lists.
• Providing support and information to Tour Managers/Cruise Directors before, during and after the tour/cruise, and ensuring that their paperwork is correct and on time.
• Answering queries from the Contact Centre and clients regarding content and operational information.
• Assisting in the setting up of new tours/cruises, including finding local guides, researching entrance fees and obtaining information.
• Keeping systems up to date with all tours/cruises details.
• Being pro-active in maintaining the quality of the tours/cruises.
• Assist with tours/cruises health and safety checks to make sure requirements are met.
• Taking ownership of own workload.
• Maintain open communication with suppliers, other departments and all other parties involved.

Immediately prior to, and during tours:

• Contacting Tour Managers/Cruise Directors to ensure all paperwork received and answering queries, advising of cancellations or alterations to tour/cruise.
• Answering queries arising from tour/cruise, including transport enquiries and unexpected changes to itineraries.
• Dealing with day-to-day client issues and emergencies that arise whilst the tours/cruises are running.

Post Tour

• Dealing with feedback from Tour Managers/Cruise Directors, including reading debriefs, discussing any problems that arose that could be addressed from the office.

On Call

• Providing 24-hour support for Tour Managers/Cruise Directors and clients, in 1-week blocks for approx. 3-4 weeks per year, agreed on a rota basis.
• Problem-solving in the event of coach breakdown, flight delays, lost tickets, etc.
• Working standard, early and late shifts (9am – 5:30pm / 7am – 3:30pm / 10:30am – 7pm) on a rota basis.

About You

• Highly organised with strong attention to detail.
• An excellent communicator both written and verbal.
• Strong commitment to great customer service, in dealing with clients, Tour Managers/Cruise Directors and suppliers.
• Comfortable working at a fast pace with the ability to prioritise conflicting demands.
• Resilient and able to work under pressure with tight deadlines.
• Solutions focused and able to take initiative to achieve satisfactory outcomes.
• Excellent problem-solving skills and able to think ‘out of the box’.
• Able to work autonomously and in a team.
• Excellent IT skills including MS Office, especially Word and Excel.

Location and Working Hours: Burton on Trent. This is a hybrid role - 37.5 hours a week Mon-Fri on a shift pattern from 7am until 7pm. You will also be on call approximately 4 weeks a year, with additional payment.  The shifts are 7-3pm – 9-5.30pm & 10-7pm. Training will be 4 weeks, and this will take place in the Burton on Trent office. After this time the role flips to hybrid and 2 days working from home and three days in the office.

What we are offering:

• 27 days holiday plus bank holidays.
• Holiday buy and flexible bank holidays.
• Hybrid working.
• Annual Bonus Scheme - with on target bonus opportunity of 7.5%.
• Learning & Development and Career Progression with access to Learnerbly our learning and development platform and 'Career Pathways'.
• Employee Assistance Programme.
• Access to a virtual dentist via the Tooth fairy app.
• Access to Benefit Hub and hundreds of discounts from retailers to insurance.
• Discount for you and friends and family on our award-winning holidays!
• Pension Scheme.
• Life Assurance.

Department: Operations

Salary: £33,280

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.
• Holiday buy, option to purchase up to an additional 5 days leave.
• Up to 60% discount for you and friends and family on our award-winning holidays!
• An educational programme which allows you to experience what our guests experience, first hand!
• Career Progression with access to Learnerbly, our digital learning and development platform.
• Career Pathway, as the company grows, we want you to grow with us.
• Employee Assistance Programme.
• Access to a virtual dentist via the Toothfairy app.
• Access to BenefitHub which gives hundreds of discounts from leading high street retailers, travel and entertainment companies.
• Pension Scheme & Life Assurance.
• Annual and quarterly team recognition awards ceremony.
• Social events, Christmas party, summer party, quizzes etc.
• Cycle to work scheme.
• Discounted gym membership.
• Health & wellbeing programme.
• Refer a friend programme.

Working Hours: Monday – Friday – Hybrid working options available.

Why 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!

Overview of the Role

Responsible for the day-to-day operation of our escorted tour products. Managing and motivating the Operations team, providing support and advice on operational issues arising on tour, monitoring and checking quality on systems, and ensuring the team are up-to-date on process/procedures. Responsibility for Health & Safety processes relating to the operations/product areas of the business.

Team Management

• Providing training and support on products, procedures and systems.
• Monitoring progress of team and potential weaknesses, ensuring correct processes are followed.
• Conduct regular appraisals.
• Identify development opportunities for the team.
• Dealing with recruitment and general HR procedures

Operations

• Monitoring quality of information sent to suppliers and stored on Ops’ systems.
• Identifying and feeding back areas for improvement to increase quality and efficiency.
• Assisting team with customer complaints.
• Accompanying recces for new tours and ensuring feedback is followed through to first departure.
• Provide support for the team, during and out of office hours.
• Advice and decision-making for escalated issues that arise from tours/cruises.
• Gather and analyse feedback for operational improvements and product development.
• Identify technical and non-technical solution to improve productivity and innovate the way Operations work as a department and with the rest of the company.
• Centralise and maintain records and statistics relating to the resolution of issues, accidents and incidents.
• Monitor Operational Logs and Debriefs – recommending/implementing changes as required

Crisis Management

• Develop disaster relief, incident and contingency guidelines.
• Coordinate the review, maintenance and testing of departmental Crisis Management Plans, working with managers to ensure these plans remain valid and fit for purpose.
• Ensuring the right individuals are in the right roles to maximise Crisis Management performance and that all Crisis Management participants understand what is expected of them.
• Help to clearly identify any gaps in knowledge, skills and abilities for individuals assigned to Crisis Management roles and responsibilities.

About You:

• Highly organised with strong attention to detail.
• An excellent and confident communicator both written and verbal.
• Able to use their emotional intelligence to understand different personality types and cultures, dealing with team members and suppliers as individuals.
• Actively listens and has a positive and calm attitude.
• Comfortable working at a fast pace with the ability to prioritise conflicting demands in order of urgency with no supervision.
• Resilient; able to work under pressure and with tight deadlines.
• Solutions focused and able to take initiative to achieve satisfactory outcomes.
• Able to handle ambiguity and change.
• Can switch between tasks quickly and efficiently; can adapt their style and behaviour to best suit a situation.
• Excellent problem-solving skill and able to think ‘out of the box’.
• Excellent IT skills and specifically MS Office, especially Word and Excel.
• Good level of foreign language(s).