Hybrid Digital Travel Support 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

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.