Customer Welfare Advisor

Saga Plc; Crawley; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Pension up to 10% matched

Bonus up to 5%

Life assurance 4x salary

Wellbeing programme

Colleague discounts

Saga Academy access

Grandparents leave

Income protection

Job summary

Saga Plc is hiring a Customer Welfare Advisor in Crawley. The role is hybrid (home and Crawley office) with travel needs and assistance bookings managed via phone and email.

You will advise on itineraries, liaise with customers and travel agents, and coordinate with suppliers to meet all requirements for departures. The ideal candidate has a customer-first mindset, strong communication skills, and the ability to handle deadlines in a fast-paced environment.

Qualifications

• Customer-centric approach and empathy.
• Strong communication and rapport-building abilities.
• Ability to work under deadlines and in a fast-paced environment.

Responsibilities

• Manage all incoming travel needs and assistance booking queries from the Contact Centre.
• Liaise with customers and Travel Agents by phone and email to understand needs.
• Assess itinerary suitability using product knowledge; work with Product team on queries.
• Coordinate with suppliers to arrange specialist travel requirements.
• Run proactive reports to ensure all requirements are in place before departure.
• Maintain a 24 hour turnaround for customer and supplier correspondence.

Skills

Customer service

Communication

Interpersonal skills

Deadline driven

Adaptability

Problem solving

Motivation

Tools

Tigerbay

Ignosis

Job description

Customer Welfare AdvisorSalary £25750PermanentHybrid / Home and CrawleyAt 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.

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

Main Responsibilities

• 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

The Ideal Candidate

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

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 andour 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 dignityand 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.