Paying 25,750 Customer Operations Executive
Salary 25,750
Permanent
Hybrid / Crawley OR Folkestone
At Saga, were all about making travel memorable and that starts long before our customers set off. As a Customer Operations Executive, youll play a key role in making sure every customer feels looked after when their holiday plans need to change. From finding the perfect alternative when a tour is cancelled, to handling complex booking amendments and keeping customers informed every step of the way, youll be the calm, helpful voice that turns a potentially tricky situation into a positive experience.
Youll join a friendly, collaborative team where no two days are the same, working across Saga to find solutions, solve problems and keep our customers at the heart of everything we do. If youre organised, naturally curious, great with people and thrive on getting the detail right, this is a brilliant opportunity to make a real difference helping our customers look forward to their next Saga adventure with confidence.
This requires you to be working from our either our Folkestone or Crawley office a minimum of 3 times a week.
Role Responsibility As a Customer Operations Executive, youll be responsible for managing pre-departure booking changes for both Saga & Titan brands, ensuring every amendment is completed accurately and communicated clearly to our customers.
Other responsibilities will include:
Assess the reason for each booking change and determine the most effective way to communicate the amendment, whether by telephone or in writing.
Create customer-friendly letters and telephone scripts to minimise dissatisfaction and customer escalations.
Identify opportunities to retain customers when holidays are cancelled due to minimum numbers, including offering alternative dates or tours.
Escalate amendments to the Customer Operations Manager where there is potential for customer dissatisfaction.
Accurately update bookings in Tigerbay and Sabre, ensuring itineraries and all
📌 Customer Operations Executive (Ore)
🏢 SAGA
📍 Ore