HYBRID ROLE, 3 DAYS A WEEK ON-SITE IN FOLKESTONE OR CRAWLEY*

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.

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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Package Description
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.

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