Digital Customer Advisor

Saga; Manor Royal; Hybrid; GBP 21,000 - 29,000; Full time

Benefits offered by this job

25 days holiday

5 extra days leave option

Pension matched up to 10%

Bonus up to 5%

Colleague discounts

Retailer & entertainment offers

Enhanced parental leave

Income protection

Saga Academy access

Job summary

Saga is seeking a Digital Customer Advisor – Travel in Crawley. This permanent hybrid role supports customers via email and webchat, focusing on pre-departure queries and bookings.

It offers a 25-day holiday package, a pension, and a performance-related bonus, with office attendance three days a week in Crawley. You will join the E-demand team, delivering professional, timely, and empathetic support to travellers and collaborating with multiple internal teams to resolve issues and improve

Qualifications

• Excellent written and verbal communication, including clear and professional correspondence.
• Strong customer service experience and a customer-first mindset.
• Ability to work to deadlines and stay calm under pressure.

Responsibilities

• Respond to customer email queries within a 24-hour turnaround.
• Provide professional, accurate, and well-written responses with correct grammar and tone.
• Investigate queries and work with internal teams to resolve within SLAs.
• Liaise with Contact Centre regarding sales callbacks and updates on bookings.
• Provide webchat coverage when required and maintain high service levels.

Skills

Customer focus

Written communication

Verbal communication

Attention to detail

Interpersonal skills

Deadline driven

Adaptability

Problem solving

Team player

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

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.

Main Responsibilities

• 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

We're looking for someone who genuinely puts the customer at the heart of everything they do. You'll be professional, positive and confident communicating with customers across email, webchat and, where needed, over the phone. You'll enjoy getting to the bottom of a query, finding solutions and working with colleagues across the business to make sure our customers receive the support they need.

• 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: 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.