Paying 25,750 Customer Welfare Advisor
Salary 25750
Permanent
Hybrid / Home and Crawley
At Saga, were all about creating holidays that feel personal, thoughtful and truly special and that starts long before our customers travel. As a Customer Welfare Advisor, youll play a key role in making sure every customers assistance and travel needs are understood, supported and carefully arranged.
This is a role for someone who loves helping people, enjoys building rapport, and takes pride in getting the details right. Youll be part of our Travel Needs function, working closely with colleagues across Saga Travel to make sure every holiday is suitable, safe and full of joy for our customers.
We work in a hybrid way at Saga both at home and in the office. This role requires you to be working from our Crawley office a minimum of 3 times a week.
Role Responsibility In this role, youll be the friendly, reassuring voice supporting customers with their assistance and travel needs. Youll make sure every detail is captured, understood and arranged so our customers can travel with confidence.
You will be responsible for:
Managing all incoming travel needs and assistance booking queries sent by our Contact Centre team
Liaising with customers and Travel Agents via phone and email to understand assistance requirements
Using your in depth product knowledge to assess the suitability of holiday itineraries
Working closely with our Product team on itinerary specific queries
Liaising directly with suppliers to arrange specialist travel needs
Running proactive reports to ensure all requirements are in place before departure
Collaborating with our Aviation, Transport and Tour Manager teams to ensure every request is fulfilled
Carrying out pre departure calls to customers to check for any changes to assistance needs
Understanding our pace guide and booking conditions
Handling sensitive conversations with empathy and adapting your communication style
Maintaining a 24 hour turnaround time for all c
📌 Customer Welfare Advisor (Ascó)
🏢 SAGA
📍 Ascó