Travel Welfare Advisor

Travel Welfare Advisor – Saga Travel Group         

Salary Range £20,825 -£22,500

Permanent  

FT – 35 Monday to Friday 

**Hybrid role, 1 to 2 days a week in the Office    

Closing date 17th March 2024

Due to expansion in the team, Saga Travel Group have 2 new vacancies for Travel Welfare Advisors.

Are you passionate about Customer Services? Are you someone who enjoys working on the phone? We need someone with exceptional communication skills, who can engage with our customers, often about difficult and sensitive medical situations. As well as having a positive outlook and the ability to easily adapt themselves to pressurised working environments.

Working as a Travel Welfare Advisor at Saga Travel Group, you will play a key part in our customer’s journey. You will be making personal contact to our valued customers once they have booked their holiday / tour.  It is a critical role to assess we have understood the needs and capabilities of each person and that all our passengers have the correct level of travel insurance in place for their overseas travel and stay. You’ll be happy working in a dynamic fast-paced environment and won’t be afraid of pitching-in with everyday tasks either.

We are fully regulated by the FCA, so this role is very structured and adheres to guidelines of questioning and assessments made on these calls. You will be fully trained in your first month. When you are ready to start managing your case load, you will be able to have some days working from home.

The hours are 9 to 5, Monday to Friday.

So, if you love talking to customers about their holiday plans and enjoy being of assistance to passengers, this role will be right for you!

** The first 2 to 3 weeks in this role you will be required to work from our Ashford, Kent office Monday to Friday. Once you have successfully completed the induction, you can work from home 3 or 4 days a week and work from the office in Ashford 1 or 2 days a week.  Candidates will need to be located close to Ashford. 
Package DescriptionEveryday 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 35 hours per week, Monday to Friday.
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

Main ResponsibilitiesOur Travel Welfare Advisors are responsible for the following tasks: 

To always ensure that accurate records are maintained via notes on bookings and escalated where appropriate.
To openly discuss with customers the suitability of holiday choices and any concerns relating to any touring activity, then advising as necessary.
To be available on the telephone to receive external & internal calls during your working hours. To maintain department answer rate of 97%.
Work from bookings held on the department queue, maintaining turnaround of within 72 hours, taking appropriate action as necessary.
Respond to any e-mail correspondence within 24 hours of receipt.
Ensure service standards are maintained and that any issues preventing this are escalated to the Team Manager.
Support team members and raise awareness by sharing your knowledge and skills.
Regularly attend Saga Travel Groups product briefings to learn about our packages and what activities they include for our customers.
Take ownership of queries, concerns and complaints to resolve them as quickly as possible.
Work as part of a front-line customer service team and support other departments when required.

The Ideal CandidateWe need our Travel Welfare Advisors to demonstrate the following skills and experience:

To always have excellent interpersonal skills and a professional manner when talking to our customers and other departments in the business.
Able to work to strict deadlines and under pressure.
Have a constructive and enthusiastic approach to investigating and solving problems.
Good communication skills (i.e.; listening ability, letter writing and questioning techniques influencing and creating rapport.)
Keen to have the customers interests at heart and be focused on delivering high levels of customer service.
Good attention to detail and accurate using IT packages and imputing data.

Desirable:

Knowledge of Saga Travel Group Holidays and its products, services and systems.
Knowledge of FCA rules.
Good working knowledge of Tigerbay systems or similar Travel Reservation Systems such as Sabre.

About The CompanyOver 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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