Saga plc.
Digital Customer Advisor– Travel
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Job Introduction
Digital Customer Advisor– Travel
Salary up to £25,000 per annum
12 Month FTC
Full Time - 35 hours per week Mon – Sat (on a rota basis)
Hybrid- Folkestone or Crawley (3 days a week in the office)
We’re looking for a Digital Customer Advisor to join our E-Demand team, supporting customers with pre-departure queries across both Saga Holidays and Titan through email and webchat. This is a fast-paced and varied role where you’ll play an important part in delivering a high standard of customer service, ensuring every customer query is handled efficiently, professionally, and with care.
Whether you’re looking for your first full-time opportunity in the travel industry or already have customer service experience, this role offers a great opportunity to develop your skills in a supportive team. If you’re proactive, enjoy solving problems, have excellent attention to detail, and are passionate about delivering great customer service, we’d love to hear from you.
This role requires you to be working from either our Folkestone or Crawley office a minimum of 3 times a week. We have designated office space for colleagues in our Travel business, allowing us to collaborate and share success as a function.
Role Responsibility
- Manage pre-departure customer queries for both Saga Holidays and Titan across email and webchat, delivering a professional, accurate, and timely service at all times.
- Respond to incoming email queries through the Zoho Desk platform, maintaining a 24-hour turnaround time and ensuring all communication reflects the correct spelling, grammar, and tone of voice.
- Investigate customer queries thoroughly, take ownership through to resolution, and provide regular updates on more complex cases where required.
- Work closely with internal teams and the Contact Centre to resolve customer queries, sales call-back requests, and other issues within agreed service levels.
- Contact customers by telephone where appropriate to support query resolution and provide the best possible customer outcome.
- Follow the agreed escalation process for urgent or complex issues, ensuring queries are handled efficiently and passed to the right teams when needed.
- Support operational booking activity by managing booking queries through the Operational Health dashboard, completing website booking checks, and investigating or correcting bookings where required.
- Take ownership of Sales Returns tasks, ensuring same-day turnaround of queries, confirming website bookings with customers, and providing feedback to the Digital team where necessary.
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The Ideal Candidate
We’re looking for someone who is customer-focused with a genuine commitment to delivering excellent service. This role would suit someone looking to take their first step into a travel career, as well as those with previous experience supporting customers through digital channels such as webchat.
- Strong customer service skills, with the ability to understand customer needs and provide a high standard of support.
- Excellent written and verbal communication skills, with confidence in building rapport, listening carefully, and asking the right questions to resolve queries effectively.
- A professional approach, strong interpersonal skills, and the ability to work collaboratively with colleagues across different teams.
- Excellent attention to detail, with the ability to manage multiple queries accurately and efficiently.
- A proactive and positive approach to investigating issues, solving problems, and taking ownership of queries through to resolution.
- The ability to work to deadlines, manage changing priorities, and remain calm under pressure.
- A flexible, adaptable, and open-minded approach, with the motivation to embrace change and contribute positively to the team.
- Good knowledge of Saga and Titan products, services, and systems, as well as experience with Tigerbay or similar travel reservation systems, would be beneficial
Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special
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.
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
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About The Company
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.
We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams we have in place. We’re also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible. Your application will have fair consideration, and you’ll receive personal communication throughout your applicant journey when you apply to join Saga.
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
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