Customer Welfare Advisor

Saga; Manor Royal; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Additional 5 days leave

Pension matched up to 10%

Annual bonus up to 5%

Staff discounts on cruises, holidays,

Retail/travel discounts

Saga Academy learning platform

Maternity/paternity leave

Grandparents leave

Income protection

Job summary

Saga is hiring a Customer Welfare Advisor in Crawley for a hybrid role. You will support customers with travel needs, capture detailed requirements, and coordinate with internal teams to ensure safe, enjoyable holidays. The role emphasizes empathy, clarity, and timely responses to inquiries.

You will work from the Crawley office at least three days a week, with home-based flexibility. Prior travel needs experience and knowledge of Saga products and travel systems are advantageous.

Qualifications

• Customer-first mindset and commitment to excellent service.
• Excellent communication, writing, listening, questioning and rapport-building skills.
• Ability to meet strict deadlines and stay calm under pressure.

Responsibilities

• Manage all incoming travel needs and assistance booking queries.
• Liaise with customers and travel agents by phone and email.
• Assess suitability of holiday itineraries using product knowledge.
• Coordinate with Product, Aviation, Transport and Tour Manager teams.
• Arrange specialist travel needs with suppliers and run proactive departure checks.
• Maintain 24-hour turnaround for customer and supplier communications.
• Keep accurate records of bookings and support the Contact Centre.

Skills

Customer service

Communication skills

Empathy

Interpersonal skills

Deadline oriented

Problem solving

Saga product knowledge

Travel reservation systems

Tools

Tigerbay

Ignosis

Job description

The following content displays a map of the jobs location - Crawley Hybrid

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%
• 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

Job Introduction

Customer Welfare Advisor
Salary £25750
Permanent
Hybrid / Home and Crawley

At 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.

Main Responsibilities

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
• 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.

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.