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SalaryJob Introduction
Duty Officer – Saga Travel Group
Salary £25,000 to £28,000 Depending on Experience
Plus, Shift Allowances
Permanent
FT – 38 hours per week
**Homebased / Hybrid role
Closing date 13th March 2024
Are you always one step ahead of what is happening in the world?
Are you passionate about travel?
Can you offer exquisite customer service to our valued customers?
Are you able to work long shifts or even night shifts?
Saga Travel Group are looking for a highly skilled Duty Officer. In this role you’ll be expected to deliver a first-class customer experience to all customers, Tour Managers and Resort Hosts travelling with Saga Travel.
You could be dealing with anything from a lost passport, change in itinerary, flight seating plan, natural disasters, or un-expected personal circumstance for our travellers. As one of our Duty Officers, you are the key point of contact when are customers are on holiday, ensuring they receive support and service that exceeds their expectations.
No day will be the same in this role. There is lots to learn, but most importantly you will have the desire to help and assist from a far!
This role is integral to putting the best interests of our customers at the heart of what we do and realising that nothing is too much trouble for both our internal and external customers.
** Remote working, covering the Saga Travel Group Duty Office 24/7. You will be required to work the full scope of the team rota, this will include on call weekends and night shifts.
Role Responsibility
Our Duty Officer will be accountable for the following tasks;
- To action and resolve all client issues that may arise from the day of pick up to the day of arrival back at home.
- Offer full support to Tour Managers/Airport Reps/Drivers/Clients/Suppliers who have any problems on tour or in resort with our clients and take a proactive approach to deliver first-class solutions to any issues raised.
- To always remain calm and offer a professional service to all who call the Duty Officer line.
- To report and log all issue’s and ensure that logs are updated in a timely & accurate manner (including any incurred costs).
- Proactively ensure that the Duty Office Manager is aware of any regular issues to ensure these are resolved.
- Resolve issues to the customer’s satisfaction with minimal cost to the business whilst preventing escalation to the customer service team wherever possible.
- Be prepared to go above and beyond the call of duty to meet customer and business needs.
- Comprehensive working knowledge of all departments across the business with the view to understanding how operational issues impact their work.
- Monitor all river levels, World Events and FCDO Advice and report any concerns to the appropriate teams within Saga Travel Group.
- Manage the staff travel inbox while on duty, in line with business expectations.
- Manage and send Airport Reps passenger reports and requests.
- Proactively offer support to other areas of the business during quieter times.
- You will be a member of the crisis team in the event of a major incident and provide support to them where necessary.
Desirable:
- To have a high-level understanding of Tigerbay / Sabre and our products to effectively handle any issues that arise and require attention.
The Ideal Candidate
This is a unique and rare opportunity in a Travel Business. You will need to demonstrate the following skills and experience to join our Duty Office Team.
- Be a highly skilled communicator with an excellent telephone manner.
- Have previous customer facing experience dealing with complaints, with proven ability to empathise and confidently represent a company like Saga.
- Demonstrate previous experience of working within the travel industry.
- Naturally have a high attention to detail and able to work in a fast-paced environment.
- Can work under pressure against tight deadlines.
- Ability to demonstrate multi-tasking prioritisation and solution orientated approaches.
- Can work to a pre-planned team rota, including weekends and night shifts. (All rotas are planned at least one month in advance!)
Package Description
Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package.
- Our working week is 38 hours per week, agreed extra hours worked will be payable on the shift allowance scheme, to be discussed.
- 25 days holiday + bank holidays
- Option to purchase additional leave up to 5 extra days
- Pension scheme matched up to 10%
- Life assurance policy on joining us
- Wellbeing programme
- Colleague discounts including family discounts on cruises and holidays!
- Range of reductions and offers from leading retailers, Travel Groups and entertainment companies
- Enhanced maternity and paternity leave
- Grandparents leave
- Company performance related annual bonus - Up to 5%
- Income protection
- Access to Saga Academy, our bespoke learning platform.
About the Company
Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.
At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.
Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity. We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.
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.
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