Customer Welfare Advisor

At Saga, we're all about creating holidays that feel personal, thoughtful and truly special and that starts long before our customers travel. As a Customer Welfare Advisor, you'll play a key role in making sure every customer's 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. You'll 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, you'll be the friendly, reassuring voice supporting customers with their assistance and travel needs. You'll 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 customer and supplier correspondence
• Reviewing processes to ensure they continue to meet customer needs
• Supporting the Contact Centre team with Travel Needs queries
• Keeping accurate records and notes on bookings
  
  You're someone who genuinely cares about customers and wants to make their holiday experience the best it can be. You're warm, professional and confident communicating with people from all walks of life.
You'll bring:
• A customer first mindset and a passion for delivering excellent service
• Professionalism in everything you do
• Excellent communication skills in listening, writing, questioning, influencing and building rapport
• Strong interpersonal skills
• The ability to work to strict deadlines and stay calm under pressure
• Flexibility and adaptability in a fast moving environment
• A constructive, enthusiastic approach to problem solving
• Motivation, positivity and self drive
Desirable;
• Knowledge of Saga Holidays, Saga Cruises, Titan products and systems
• Previous experience supporting customers with Travel Needs or assistance
• Excellent attention to detail
• Working knowledge of Tigerbay & Ignosis or similar travel reservation systems
  
  Over the past 75 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. We're the most trusted brand amongst UK consumers in this demographic, recognised for high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine.
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 and 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 have done 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 was awarded with a Gold for Best Customer Centric Culture in 2025. This is 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.

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 FOR THIS ROLE:
• 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