Customer Welfare Advisor Saga Travel

Salary: 23,000 - 25,000 depending on experience

12 Month FTC

FT 35 hours per week Monday to Friday

Hybrid role, 3 days a week on-site in Crawley or Folkestone*
Are you passionate about Customer Service? Are you someone who enjoys working on the phone? We need someone with exceptional communication skills, who can engage with our customers, often about difficult and sensitive medical situations. As well as having a positive outlook and the ability to easily adapt themselves to fast-paced working environments.

Working as a Customer Welfare Advisor at Saga, you will play a key part in our customers journey. It is a critical role to ensure we have understood the needs of each person, assessed suitability and made sure all requests are in place prior to customer departing. Youll need to have a can-do attitude and wont be afraid of pitching-in with everyday tasks.

So, if you love talking to customers about their holiday plans and enjoy being of assistance to customers, this role will be right for you!
* Hybrid working, your allocated Hub will be either Crawley or Folkestone, depending on your location. You will need to be in a commutable distance to one of these hubs.
** Successful candidates will need to be available to start week commencing 1st September.

Our Travel Welfare Advisor is responsible for the following tasks:

• Liaising with Customers and Travel Agents via phone and email to ascertain assistance requirements and travel needs requests.

• Managing all incoming travel needs and assistance queries sent by our contact centre team.

• Through in-depth knowledge of our products, assess suitability of the holiday itinerary.

• Working closely with our internal teams and suppliers regarding specific itinerary queries.

• Running proactive reports to ensure all requirements are arranged and in place prior to departure.

• Carry out pre-departure calls to customers to check for any changes to assistance requirements.

• Understanding our pace guide and booking conditions and be able to convey these when discussing suitability with our customers.

• Handle conversations of a sensitive nature, adapting communication style based on customers needs.

• Maintain a 24hr turnaround time for all customer and supplier correspondence.

• Proactively review processes to ensure they continue to meet the needs of our customer.

• Support Contact Centre team with all Travel Needs related queries.

• Ensure that accurate records are maintained via notes on bookings.

The ideal candidate should demonstrate the following skills and experience:

• Be able to work both independently and as part of a team.
• To always have excellent interpersonal skills and a professional manner when talking to our customers and other departments in the business.
• Able to work to strict deadlines and under pressure.
• Have a constructive and enthusiastic approach to investigating and solving problems.
• Good communication skills (i.e. listening ability, letter writing and questioning techniques and creating rapport).
• Be focused on delivering high levels of customer service.
• Good attention to detail and accuracy.

Desirable:

• Knowledge of Saga Travel products, services and systems.
• Good working knowledge of Travel Reservation Systems.

Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special

At Saga we recognise that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day, that's why we have put together an amazing benefits package for all colleagues.

BENEFITS AVAILABLE TO ALL COLLEAGUES:

• 25 days holiday + bank holidays
• Option to purchase additional leave - 5 extra days
• Pension scheme matched up to 10%
• Company performance related annual bonus - Up to 5%
• Life assurance policy on joining us, 4 x salary
• Wellbeing programme
• Colleague discounts including family discounts on cruises, holidays and insurance
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Income protection
• Access to Saga Academy, our bespoke learning platform