Career Opportunities

Department: Technology

Salary: Up to £50K

About Riviera Travel:

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. 

Riviera is undertaking a significant expansion in North America, the largest river cruise market globally. This expansion requires Riviera to upgrade its digital estate to make it suitable for the North American market.  

Role purpose:

Riviera have a fantastic opportunity for a highly skilled and motivated North America Website Manager to make a significant impact on the digital performance of a newly created digital platform, that needs to meet the requirements of a new source market and deliver incremental sales online.

The primary objective of this role is to ensure the website is optimised and managed to improve leads and sales conversion, supporting North American marketing channels and maximising revenue and profitability across new and existing customers. Collaborating with key stakeholders and co-ordinating e-commerce marketing plans working closely with the Digital & E-Commerce Team to follow best practice guidelines to deliver business requirements and digital effectiveness.

Key Responsibilities:

• Lead the e-commerce marketing strategy and plan for the North America website, to optimise leads, sales and revenue supporting both new customer acquisition and customer retention targets across trade and direct channels.
• Deliver fresh, engaging content and update existing content which adheres to brand and content guidelines and is optimized to SEO best practice. Understand shared PLPs and identify nuances with the US market to adapt content accordingly.
• Support the delivery of product launches on the US website, working closely with the current Content Writers and Content Manager, Product, Brand and Channel Teams to create copy and select imagery which showcases our products to the US market, to ensure consistency across the markets and product portfolio.
• Develop an e-commerce trading calendar to meet seasonal trends and booking targets. Working with respective teams to develop key landing pages, campaign promotions, product recommendations, merchandising techniques and personalisation to improve customer journey and funnel metrics.
• Lead on key financial reporting and provide updates on core actions being taken across the site on a weekly, monthly, and quarterly basis. Work with the Digital and Analytics team to build the North America suite of dashboards across web, customer and booking data to provide regular trading insights, review key performance metrics, analyse trends and deliver action plans to improve overall e-commerce effectiveness.
• Identify any key painpoints within the customer journey alongside opportunities to test improvements through CRO and website development, working closely with the Product Owner to schedule these into the roadmap.
• Keep up to date of industry trends, best practices, and emerging technologies in e-commerce to drive innovation and maintain a competitive edge. 

Skills, Experience & Competencies:

• Management experience in e-commerce trading and merchandising with a proven track record of delivering growth.
• Strong understanding of digital marketing principles and best practices.
• Strong written English, with an understanding of correct spelling and grammar, and excellent attention to detail.
• Knowledge of the US Market preferable.
• Proficiency in web analytics tools such as Google Analytics or similar platforms.
• Excellent analytical skills and the ability to interpret data to inform decision-making and strategy.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Comfortable working in a fast-paced environment and adapting quickly to changing tactical priorities.
• Strong understanding and ideally experience in all digital channels including email marketing, Paid media advertising, SEO, and social media marketing.
• Experience in the travel industry would be advantageous and is desirable.

Department: Contact Centre

Reports to: Customer Service Manager

Role purpose:

The purpose of this role is to predominantly answer incoming calls to ensure 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.

Key Responsibilities:

• Answer incoming calls from customers ensuring all of their requirements are met within agreed service levels.
• 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 (when the package is locked) 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

Skills, Experience & Competencies:

• 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

Department: Contact Centre

Reports to: Team Manager

Role purpose:

This is an exciting and dynamic hybrid role that blends sales expertise with customer service excellence. As a Sales and Customer Service Executive, you will be responsible for guiding our guests from their initial enquiry through to post-travel support, combining the responsibilities of a Sales Consultant and a Customer Service Executive. You’ll play a key part in delivering exceptional guest experiences, supporting sales growth and customer satisfaction across the full customer journey. The ideal candidate will be confident, organised, customer-focused and highly adaptable—able to manage a wide range of guest enquiries with professionalism, warmth, and attention to detail.

Key Responsibilities:

Sales

•  Convert inbound enquiries into bookings by providing expert, tailored advice via phone, email, and live chat.
• Build strong guest and agent relationships, offering a helpful and professional service throughout the sales journey.
• Make proactive outbound calls to follow up on potential bookings, group enquiries, or incomplete requests.
• Work to individual and team sales targets, maximising revenue while maintaining high service standards.
• Ensure accurate and timely updates to internal systems and follow up on all leads within agreed KPIs and SLAs.

Guest Experience

• Handle post-booking queries and issues, including cancellations, changes, and complaint resolution, with empathy and efficiency.
• Coordinate the travel documentation process, working cross-functionally to ensure all holiday elements are correct and dispatched on time.
• Support late booking and concierge requests, liaising with suppliers and internal teams to confirm arrangements and communicate clearly with guests.
• Manage guest requests and special arrangements, including room/flight needs and additional costs, ensuring seamless communication.
• Assist with in-travel support and ad-hoc service tasks, keeping systems up to date and collaborating with other departments to resolve guest issues promptly.
• As requested, work with the overall guest experience department on daily tasks.

General

• Ensure all KPIs are met consistently
• Maintain accurate records and update internal systems with guest and booking information
• Support continuous improvement by identifying and escalating recurring issues 

Skills, Experience & Competencies:

• Customer-focused background with proven experience in both sales and/or customer service roles, ideally in a fast-paced environment.
• Strong communication skills, both written and verbal, with the ability to build rapport quickly and handle conversations with empathy and confidence.
• Highly organised and adaptable, able to manage multiple tasks simultaneously while maintaining accuracy and attention to detail.
• Commercial awareness with a proactive, target-driven approach and the ability to balance sales performance with outstanding service delivery.
• Tech-savvy and collaborative, comfortable using CRM and booking systems, and working cross-functionally as part of a wider team.

Department: Contact Centre

Reports to: Sales Team Manager

Role purpose:

To talk passionately about our products offering a wealth of knowledge and experience to guide our customers and partners into choosing a Riviera holidays that’s perfect for them.

Key Responsibilities:

•  Responsible for dealing with all inbound customer enquiries and converting these to bookings, as well as giving advice via live chat and email
• Identifying customer needs and matching them to a suitable product
• Build rapport with our customers and partners by providing professional, informative, and friendly responses to enquiries; remaining professional, courteous and conscientious throughout
• Receive inbound calls from our customers and continue to own the relationship with those customers
• Make outbound calls to customers to follow up on potential bookings
• Updating our internal systems with accurate and crucial information
• Ensure all enquiries are dealt with quickly and efficiently in line with SLAs and with the best outcome for the customer
• Upholding Riviera’s values within every aspect of the role. Delivering exceptional experiences both internally and externally
• Work towards a sales target which is inline with our company target, ensuring all leads are followed up within SLA’s. 

Skills, Experience & Competencies:

• Able to build rapport with customers and provide an exceptional customer experience that that inspires customers to journey with us for life
• Impeccable verbal and written communication skills and strong attention to detail
• A demonstrated passion for travel and ideally sales experience within the travel industry
• Thirst for knowledge and expanding your experience.
• Resilient to challenges and setbacks – this is a sales role; you’ll need to stay motivated when things feel like they’re not going your way
• Comfortable working with systems and good level of literacy with Microsoft Office tools
• Capable of managing own workload within a fast-paced environment, whilst focusing on multi-tasking a diverse workload and prioritising accordingly
• Ideally, you’d have experience working within a sales environment
• Proven ability to identify customer needs through questioning and information gathering
• The motivation to go above-and-beyond for our customers
• Ability to work as part of a team
• Travel experience within a Sales Team

Department: Finance

Reports to: FP&A Manager

Salary: £45k - £55k (depending on experience) + benefits

Role purpose:

Reporting to the FP&A Manager, you will play a vital role in the financial planning team, including preparation of annual budgets and quarterly forecasts, development of a new planning solution (Anaplan) and roll-out to the business, and become the financial lead on capital expenditure projects through close partnering with the Technology and Change teams and the business.  

In this role you will be required to deliver financial modelling in Excel and Anaplan (training will be given) and provide accurate and insightful analysis of forecasting outputs. You will work closely with senior leaders and the executive team. You will play a pivotal role in delivering monthly and quarterly financial reports, to key internal and external stakeholders, containing high-quality analysis of performance and tracking risks and opportunities to budget / forecast attainment.

Key Responsibilities:

• Build, enhance and maintain Riviera’s financial models covering long term planning, annual budgeting, quarterly reforecasting, and rolling weekly cashflow forecasting.
• Learn and become proficient with the Anaplan financial planning tool, working closely with third-party consultants to develop and roll-out solutions across the business to improve forecasting and planning capability and efficiency.
• Lead FX requirement modeling to effectively manage foreign currency purchasing requirements in line with the business’ hedging policy.  
• Maintain the weekly short-term cashflow forecast.  
• Support the delivery of meaningful financial analysis across a wide range of operational areas.
• Partner with key internal stakeholders across the Senior Leadership Team and Executive to develop cost centre reporting, improving senior managers’ understanding of performance against budget and forecast to drive profit improvement.
• Support Technology and Change teams and business sponsors on capex projects, leading on development of project budgets, tracking and monitoring during project delivery and performing post-implementation reviews evaluating project outcomes.    
• Work closely with the Core Finance and Commercial Finance teams to provide insight into monthly results, including variance analysis and assessing risk and opportunity impacts  
• Prepare month-end reporting packs, for internal and external stakeholders, containing high quality analysis of performance vs budget / forecast.
• While initially an individual contributor, this role is expected to support the future recruitment and management of a junior FP&A analyst.

Skills, Experience & Competencies:

• ACA, ACCA or CIMA qualified.
• Experience in a FP&A or similar commercially, analytically focused finance role within a business of comparable complexity.
• Advanced Excel skills, including data analysis (e.g. pivot tables, lookups, index match).
• Financial modelling experience, including cashflow forecasting.
• Commercially focused with attention to detail.
• Strong analytical skills and the ability to “think outside the box”.  
• Self-starter with high levels of drive, energy, and resilience to succeed in a fast paced and challenging environment.
• Adaptable, flexible, willing to ‘roll sleeves up’ and tackle a range of issues.
• Accomplished communication skills and stakeholder management with gravitas and credibility to work with senior leaders across the business to develop targets and understand performance.
• Experience of FP&A solutions (e.g. Anaplan, Adaptive Insights or Cognos etc) would be advantageous but not a core requirement.

Department: Transport

Reports to: Transport Manager

Role purpose:

As part of the transport team you will be responsible for ensuring all transport elements are booked in accordance to our tours as well as handling any ancillary related products for our customers. Administer 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. 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 & Competencies:

•  Preferred 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.
• 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 (internal only)