Customer Services Executive

As our new Customer Service Executive, you will work as part of the Customer Services team, proactively responding to customers and resolving complaints at both pre-departure stage and post travel. A flexible and driven person is required to actively challenge the business to improve the customer experience whilst assisting in the department’s daily administration tasks.

This would suit a strong customer service professional with proven administration expertise who is organised and proactive.

Although this role is fully remote, you will required to attend our team meetings which are conducted in London, usually every 2-3 months.

Our people are everything to us. The way they deliver exceptional experiences every day for our guests. The way they own what they do. Their ‘Why’s it like that?’ curiosity. How they always think of others and work together to get things done. Come and do the best work of your life alongside lovely colleagues.

Role Responsibility:

• Respond and resolve customer complaints registered with the Customer Service Team pre and post travel
• Develop an excellent knowledge of all tours, company processes and procedures, brochure content, booking conditions and appropriate codes and legislation reflected in booking conditions
• Ensure any investigations are instigated and reports received in good time to enable a prompt response to clients within the ABTA Code of Conduct
• Respond by call or if necessary, in writing, to all correspondence received from clients after they have travelled, agreeing appropriate levels of compensation
• Should any outstanding letters require an urgent response, to be flexible in the hours worked and assist other team members as required
• Answer any phone calls received from clients in an appropriate and sensitive manner, listening to problems or complaints and addressing any issues
• Take shared responsibility for the team’s various administration tasks
• Accurately document all necessary information into the complaint system
• Attend monthly meetings to proactively discuss any issues or improvements
• Monitor complaint trends and record them drawing these to the attention of the relevant teams to effect improvements on tours and holidays
• Liaise and cultivate relationships with other departments within the company, and suppliers
• Supporting the management team with securing repayments from suppliers
• Assist other departments in obtaining information from client feedback by producing reports as required
• Using the tools available to the Customer Service Team, review customer feedback and online tools to collate feedback and challenge the business

The Ideal Candidate:

• Proven customer service and complaints handling experience, ideally in a similar role but this is not essential
• Resilient and friendly approach with an excellent telephone manner
• Understanding of the Booking Conditions and ABTA Code of Conduct is preferred
• Ideally, a good knowledge of products, services and brochures (not essential)
• Excellent written and spoken English
• Strong administrative skills and a positive approach to tackling difficult conversations
• Excellent negotiation skills

Package Description:

At Saga we’re flexible which means our colleagues have autonomy over where they work, either at home, hybrid or from one of our hub locations. This role is fully remote but you have the freedom to attend our offices in either Crawley, Ashford or London, Kings Cross. Our team meetings are conducted in London usually every 2-3 months.

• Up to £24,000 dependent on experience
• 35 hours per week
• Hours: 9am-5pm, Monday through Friday
• Fully remote role with the ability to attend our hubs in either Crawley, Ashford or London
• An enhanced holiday allowance – 33 days holiday including all bank holidays and the opportunity to purchase an additional 5 days holiday each year
• Pension scheme matched up to 10%
• Life assurance
• 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, paternity and grandparent leave
• Income protection
• Access to Saga Academy our bespoke learning platform which includes a comprehensive range of online courses, talks and much more

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.