Customer Operations Executive - Folkestone Hybrid

Paying 25,750

Customer Operations Executive
Salary 25,750
Permanent
Hybrid / Crawley OR Folkestone

At Saga, were all about making travel memorable and that starts long before our customers set off. As a Customer Operations Executive, youll play a key role in making sure every customer feels looked after when their holiday plans need to change. From finding the perfect alternative when a tour is cancelled, to handling complex booking amendments and keeping customers informed every step of the way, youll be the calm, helpful voice that turns a potentially tricky situation into a positive experience.

Youll join a friendly, collaborative team where no two days are the same, working across Saga to find solutions, solve problems and keep our customers at the heart of everything we do. If youre organised, naturally curious, great with people and thrive on getting the detail right, this is a brilliant opportunity to make a real difference helping our customers look forward to their next Saga adventure with confidence.

This requires you to be working from our either our Folkestone or Crawley office a minimum of 3 times a week.

Role Responsibility

As a Customer Operations Executive, youll be responsible for managing pre-departure booking changes for both Saga & Titan brands, ensuring every amendment is completed accurately and communicated clearly to our customers.

Other responsibilities will include:

Assess the reason for each booking change and determine the most effective way to communicate the amendment, whether by telephone or in writing.

Create customer-friendly letters and telephone scripts to minimise dissatisfaction and customer escalations.

Identify opportunities to retain customers when holidays are cancelled due to minimum numbers, including offering alternative dates or tours.

Escalate amendments to the Customer Operations Manager where there is potential for customer dissatisfaction.

Accurately update bookings in Tigerbay and Sabre, ensuring itineraries and all onward travel arrangements are correct.

Amend associated travel arrangements, including transport, pre-trip accommodation, seat and meal bookings.

Issue updated travel documentation to customers and communicate changes to the fulfilment team.

Manage customer queries and resolve booking amendment complaints professionally and efficiently.

Identify and maximise appropriate cross-selling and alternative holiday opportunities to support customer retention.

Provide advice and support to other areas of the business, assisting with customer queries where required.

Respond to telephone calls, emails and task messages promptly, ensuring efficient communication and resolution.

The Ideal Candidate

Were looking for someone who is highly organised, proactive and able to work calmly under pressure and to deadlines. Youll have excellent written and verbal communication skills and a strong customer focus as well as the following;

Excellent attention to detail in a fast-paced environment

Proven ability to work under pressure and manage competing priorities

Strong time management and organisational skills

A thorough, flexible and proactive approach

Strong problem-solving skills, with the ability to find solutions while remaining calm and customer focused

The ability to manage customer queries and complaints professionally, understand customer needs and suggest appropriate solutions

The ability to work effectively as part of a team while taking ownership of your workload

Desirable;

Experience of working with booking or reservation systems, particularly in a travel or customer operations environment.

Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special

Package Description

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%
• Life assurance policy on joining us, 4 x salary
• Wellbeing programme
• 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

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.Job Reference: saga/TP/ /3553