Digital Customer Advisor

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

Benefits offered by this job

25 days holiday + bank holidays

Pension scheme matched up to 10%

Company performance related annual £5%

Life assurance policy 4x salary

Wellbeing programme

Colleague discounts on cruises, etc.

Saga Academy access

Job summary

Saga plc. is hiring a Digital Customer Advisor – Travel in Crawley. This permanent, hybrid role supports customers via email and webchat, handling pre-departure queries and bookings with a focus on timely, professional assistance.

You will join Saga's E-demand team and contribute to a high-quality customer experience. The position requires a strong customer focus, excellent communication skills, and the ability to work across internal teams to resolve issues within SLAs.

Qualifications

• Strong customer focus
• Excellent written and verbal communication
• Excellent attention to detail
• Good interpersonal skills and collaboration
• Ability to work to strict deadlines and stay calm under pressure
• Flexible and adaptable attitude
• Proactive in investigating and solving problems
• Open-minded toward change
• Motivated and self-motivated

Responsibilities

• Respond to all incoming customer email queries within a 24-hour turnaround time
• Ensure responses are professional with correct spelling, grammar and tone
• Investigate customer queries and provide suitable resolutions
• Work with internal teams to resolve queries within SLAs
• Liaise with Contact Centre on sales callback queries
• Keep customers updated on complex queries
• Call customers to provide resolutions when required
• Follow escalation processes for urgent queries
• Build product knowledge through trainings and briefings
• Manage and update booking queries and checks
• Provide webchat cover delivering high levels of service

Job description

Job Introduction

Digital Customer Advisor – Travel

Salary: £25,000

Permanent

Hybrid / Crawley (3 days a week)

We know that peace of mind starts long before our guests jet off on their holiday. As a Digital Advisor, you'll be part of our E-demand team, supporting our customers with their pre-departure email and webchat queries for Titan Travel. You'll play an important role in making sure our customers receive helpful, professional and timely support, helping to make their experience with us as smooth as possible.

We work in a hybrid way at Saga, both at home and in the office. In this team, you'll be based in Crawley at least 3 days a week, with the opportunity to work flexibly between home and office.

Role Responsibility

• Respond to all incoming customer email queries within a 24-hour turnaround time.
• Make sure every response is professional, clear and reflects the correct spelling, grammar and tone of voice.
• Investigate customer queries thoroughly and provide a suitable resolution wherever possible.
• Work closely with our internal teams to resolve customer queries within agreed SLAs.
• Liaise with the Contact Centre team regarding customer sales call-back queries.
• Keep customers regularly updated where queries are more complex or require further investigation.
• Call customers where required to provide the best possible resolution.
• Follow the appropriate escalation process for urgent or more complicated queries.
• Build and maintain a high level of product knowledge by attending briefings and training sessions.
• Manage booking queries, investigating and updating bookings where required.
• Work through individual booking tasks accurately and efficiently.
• Complete website booking checks and provide feedback to the Digital team where required.
• Provide webchat cover when required, delivering a high level of customer service through our webchat portal.

The duties listed are not exhaustive. Additional hours of work may be required, as determined by the needs of the business. Managers and staff may be required to undertake additional duties, responsibilities and projects as appropriate.

The Ideal Candidate

• A strong customer focus, with the customer's interests at heart.
• Excellent written and verbal communication skills, including listening, questioning, letter writing and building rapport.
• Excellent attention to detail, with a professional approach to spelling, grammar and written communication.
• Good interpersonal skills and the ability to work collaboratively with colleagues across different teams.
• The ability to work to strict deadlines and remain calm and effective under pressure.
• Flexibility and adaptability, with a positive approach to changing demands.
• A constructive and enthusiastic approach to investigating and solving problems.
• An open-minded attitude towards change.
• An enthusiastic, motivated and self-motivated outlook.

You’ll also be working closely with colleagues across our Contact Centre, Product, Aviation, Transport and Customer Service teams, so being a great team player and building positive working relationships will be important.

Saga Values

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 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 Group