Customer Service Representative

We're looking for inspirational and passionate Customer Service professionals to join our team to answer incoming calls, ensuring all customer requirements are met following a successful booking and to deal with any queries that arise in a timely and effective manner, managing our customers expectations and providing the best service in line with company expectations. Ensuring administration duties associated with the customers holiday arrangements are met and any requests are actioned promptly and efficiently.

Salary: £24,310 per year, rising to £26,116 after successful completion of probation (6 months).

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 Toothfairy app
• Access to BenefitHub and hundreds of discounts from retailers to insurance
• Discount for you and friends and family on our award-winning holidays
• Pension Scheme
• Life Assurance
• Discount gym membership

Working Hours: 37.5 hours per week on a shift pattern. The shifts are between the hours of 9am and 7pm Monday to Friday and you will work 1 in 3 weekends. We operate hybrid working both from the office and home.

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 Role:

• Answer incoming calls from customers ensuring all of their requirements are met within agreed service levels.
• Ensuring all set KPI's are met.
• Making outbound calls to customer as required.
• Liaise with other departments to assist with resolving customer queries.
• Assist with Travel document process liaising with the relevant departments to ensure all the elements of the holiday are brought together and customers have the correct documents for their holiday.
• 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 and they have any relevant additional costs.
• Action cancellations in line with company process ensuring all elements of the holiday is cancelled and the customer has a correct cancellation invoice.
• Dealing with travel concierge requests which include pre/post night stays, rail tickets and UK transfers.
• Handling late booking requests including approaching the relevant departments and liaise with suppliers to ensure we can secure the holiday.
• Assist with Customer Relations issues and call outs in particular any changes to customers holiday arrangements ensuring they have all the correct revised information.
• Ad-hoc queries and requests from within the Customer Service team and other teams within the Contact Centre

About You:

• Previous experience within a Customer Service 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

Job Types: Full-time, Permanent

Pay: £24,310.00 per year

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• On-site parking
• Referral programme

Ability to commute/relocate:

• Burton-On-Trent DE14 1SP: reliably commute or plan to relocate before starting work (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person