Job Title

23,000 - 25,000 depending on experienceCustomer Welfare Advisor Saga TravelSalary: 23,000 - 25,000 depending on experience12 Month FTCFT 35 hours per week Monday to FridayHybrid 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.Role ResponsibilityOur 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 CandidateThe 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 SpecialPackage DescriptionAt 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 holidaysOption to purchase additional leave - 5 extra daysPension scheme matched up to 10%Company performance related annual bonus - Up to 5%Life assurance policy on joining us, 4 x salaryWellbeing programmeColleague discounts including family discounts on cruises, holidays and insuranceRange of reductions and offers from leading retailers, travel groups and entertainment companiesEnhanced maternity and paternity leaveGrandparents leaveIncome protectionAccess to Saga Academy, our bespoke learning platformAbout the CompanyOver the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become 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. These include cruises and holidays, insurance, personal finance and the Saga Magazine.At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity. We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.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.Job Reference: saga/TP/205960/3328