Customer Operations Executive

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- Folkestone Hybrid

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%
• 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

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

At Saga, we’re all about making travel memorable – and that starts long before our customers set off. As a Customer Operations Executive, you’ll 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, you’ll be the calm, helpful voice that turns a potentially tricky situation into a positive experience.

You’ll 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 you’re 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.

As a Customer Operations Executive, you’ll 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.

We’re looking for someone who is highly organised, proactive and able to work calmly under pressure and to deadlines. You’ll 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…