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 customer’s 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. You’ll need to have a can-do attitude and won’t 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.

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

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

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. We’re one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine.

We aim to be the most-trusted brand for older people in the UK. Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other. Our values underpin our approach and help guide us to deliver our purpose.

We’re committed to making sure that colleagues can be their best, be themselves and make a difference – more than anywhere else. We do this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity and respect in an environment that is free from discrimination and harassment.

Thanks to our people, Saga has been ranked 6th in the UK’s Best Employers 2025 by the Financial Times and Statista. This recognition, based on the voices of 20,000 employees across the UK, is a testament to the great culture we’ve built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work.

We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams we have in place. We’re also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible.

Your application will have fair consideration, and you’ll receive personal communication throughout your applicant journey when you apply to join Saga.

For more information on our DEI policies, colleague stories and other opportunities across the business, please visit Jobs and careers with Saga

Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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