Travel Welfare Advisor – Saga Travel Group

Job Introduction

Travel Welfare Advisor – Saga Travel Group

Salary: £22,400

Permanent

FT – 35 hours per week Monday to Saturday

• Hybrid role, 1 to 2 days a week in our Crawley or Ashford hub
  
  

Are you passionate about Customer Services? 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 Travel Welfare Advisor at Saga Travel Group, you will play a key part in our customer’s journey. You will be making personal contact to our valued customers once they have booked their holiday/tour. It is a critical role to assess we have understood the needs of each person and that all our customers have the correct level of travel insurance in place for their overseas travel and stay. You’ll need to have a can-do attitude and won’t be afraid of pitching-in with everyday tasks.

We are fully regulated by the FCA, ensuring that guidelines are adhered to. A full induction programme will be completed in your first month.

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!

• The first 4 weeks in this role you will be required to work from our Ashford hub (Kent) to complete our induction programme.
  
  

Role Responsibility

Our Travel Welfare Advisors are responsible for the following tasks:

• To always ensure that accurate records are maintained via notes on bookings and escalated where appropriate.
• To openly discuss with customers the suitability of holiday choices and any adaptations or concerns
• To be available on the telephone to receive external & internal calls during your working hours. To maintain the department, call answer rate of 97%.
• Work from bookings held on the department queue, maintaining agreed SLAs, taking appropriate action as necessary.
• Respond to any e-mail correspondence within 24 hours of receipt.
• Ensure service standards are maintained and that any issues preventing this are escalated to the Team Manager.
• Support team members and raise awareness by sharing your knowledge and skills.
• Regularly attend Saga Travel Groups product briefings to learn about our holidays and what activities they include for our customers.
• Take ownership of queries, concerns and complaints to resolve them as quickly as possible.
• Work as part of a front-line customer service team and support other departments when required.
  
  

The Ideal Candidate

The ideal candidate should demonstrate the following skills and experience:

• 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 Group Holidays and its products, services and systems.
• Knowledge of FCA rules.
• Good working knowledge of Travel Reservation Systems
  
  

Package Description

Every day, our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, so we have put together an amazing benefits package.

• Our working week is 35 hours per week, Monday to Saturday.
• 25 days holiday + bank holidays
• Option to purchase additional leave up to 5 extra days
• Pension scheme matched up to 10%
• Life assurance policy on joining us
• Wellbeing programme
• Colleague discounts including family discounts on cruises and holidays!
• Range of reductions and offers from leading retailers, travel groups, and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Company performance-related annual bonus - Up to 5%
• Income protection
• Access to Saga Academy, our bespoke learning platform
  
  

About The Company

Over 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.

We’re passionate about diversity, equity, and inclusion. Championing diversity is important to us, and diverse teams really are the best ones. We’re dedicated to creating a culture where every colleague feels like they belong. So that at Saga, more than anywhere else, you can be your best, be yourself and make a difference.

Fair consideration is given to all applicants, including those with disabilities and those over who are over the age of 50. As champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams. We are also 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.

Saga Group