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 matched up to 10%

Annual bonus up to 5%

Life assurance 4x salary

Saga Academy access

Job summary

Saga plc. is seeking a Customer Welfare Advisor in Crawley. The role blends home and office work, requiring a minimum of three days on-site per week to support customers with travel needs and bookings.

You will handle inquiries, coordinate with agents and suppliers, and ensure accurate records. The successful candidate will be empathetic, proactive and capable of maintaining high service standards across all travel needs.

Qualifications

• Customer-first mindset and ability to build rapport with diverse customers.
• Excellent communication and interpersonal skills essential for written and spoken interactions.
• Ability to work to strict deadlines in a fast-moving environment with adaptability.

Responsibilities

• Manage incoming travel needs and assistance booking queries from Contact Centre.
• Liaise with customers and Travel Agents via phone and email to understand requirements.
• Use product knowledge to assess suitability of holiday itineraries.
• Collaborate with Product team on itinerary-specific queries.
• Coordinate with suppliers to arrange specialist travel needs.
• Run proactive reports to ensure all requirements are in place before departure.
• Work with Aviation, Transport and Tour Manager teams to fulfill requests.
• Conduct pre-departure calls to check for changes in needs.
• Ensure a 24-hour turnaround for all correspondence.
• Review processes to continually meet customer needs and support the Contact Centre.
• Maintain accurate records and notes on bookings.

Skills

Customer focus

Professionalism

Communication

Interpersonal skills

Deadline-driven

Flexibility

Problem solving

Motivation

Tools

Tigerbay

Ignosis

Job description

Customer Welfare Advisor
Salary £25750
Permanent
Hybrid / 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.

Job Introduction

Customer Welfare Advisor
Salary £25750
Permanent
Hybrid / 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.

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

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

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

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 testimony 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