Customer Operations Executive

Saga Plc; Folkestone; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Pension scheme matched up to 10%

Annual bonus up to 5%

Life assurance 4x salary

Wellbeing programme

Colleague discounts on cruises andhols

Job summary

Saga Plc is seeking a Customer Operations Executive to support customers with travel plans, changes, and bookings. The role is hybrid, based in Folkestone or Crawley, and involves handling amendments, communications, and customer queries with care and precision.

You will join a collaborative team, delivering clear communications, updating systems, and finding solutions that retain customers. The ideal candidate is highly organised, detail-oriented, and thrives under pressure in a fast-paced

Qualifications

• Highly organised, proactive and able to work calmly under pressure and to deadlines.
• Excellent written and verbal communication skills and a strong customer focus.
• Excellent attention to detail in a fast-paced environment.
• Proven ability to work under pressure and manage competing priorities.
• Strong time management and organisational skills.

Responsibilities

• Managing pre‑departure booking changes for both Saga & Titan brands, ensuring every amendment is completed accurately and communicated clearly to our customers.
• 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 onward travel arrangements are correct.
• Amend associated travel arrangements, including transport, pre‑trip accommodation, seat and meal bookings.
• Issue updated travel documentation to customers and communicate changes to the fulfilment team.
• Manage customer queries and resolve booking amendment complaints professionally and efficiently.
• Identify and maximise appropriate cross‑selling and alternative holiday opportunities to support customer retention.
• Provide advice and support to other areas of the business, assisting with customer queries where required.
• Respond to telephone calls, emails and task messages promptly, ensuring efficient communication and resolution.

Skills

Organised

Written communication

Verbal communication

Customer focus

Attention to detail

Work under pressure

Time management

Problem solving

Teamwork

Job description

Customer Operations Executive

Salary £25,750
Permanent
Hybrid / Crawley OR Folkestone
At Saga, we’re all about making travel memorable – and that starts long before our customers set off.

As a Customer Operations Executive, you’ll 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, you’ll be the calm, helpful voice that turns a potentially tricky situation into a positive experience. You’ll 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 you’re 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.

Main Responsibilities

• Managing pre‑departure booking changes for both Saga & Titan brands, ensuring every amendment is completed accurately and communicated clearly to our customers.
• 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 onward travel arrangements are correct.
• Amend associated travel arrangements, including transport, pre‑trip accommodation, seat and meal bookings.
• Issue updated travel documentation to customers and communicate changes to the fulfilment team.
• Manage customer queries and resolve booking amendment complaints professionally and efficiently.
• Identify and maximise appropriate cross‑selling and alternative holiday opportunities to support customer retention.
• Provide advice and support to other areas of the business, assisting with customer queries where required.
• Respond to telephone calls, emails and task messages promptly, ensuring efficient communication and resolution.

The Ideal Candidate

• Highly organised, proactive and able to work calmly under pressure and to deadlines.
• Excellent written and verbal communication skills and a strong customer focus.
• Excellent attention to detail in a fast‑paced environment.
• Proven ability to work under pressure and manage competing priorities.
• Strong time management and organisational skills.
• A thorough, flexible and proactive approach.
• Strong problem‑solving skills, with the ability to find solutions while remaining calm and customer focused.
• The ability to manage customer queries and complaints professionally, understand customer needs and suggest appropriate solutions.
• The ability to work effectively as part of a team while taking ownership of your workload.

Desirable; Experience of working with booking or reservation systems, particularly in a travel or customer operations environment.

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

Saga values

Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special

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.