Customer Service Executive

Job Introduction

** Remote/home working with the requirement to travel to office 1-2 days per week**

Our people are everything to us. The way they deliver exceptional experiences every day for our customers, for their colleagues. 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. For us, for you, make do will never do. Good enough? Not even close. Come and do the best work of your life alongside lovely colleagues. Come to Saga. 

You will work as part of the Customer Services team, proactively responding to customers and resolving complaints post travel. You will need to be a flexible and driven person, who is required to actively challenge the business to improve the customer experience whilst assisting in the department’s daily administration tasks.

Role Responsibility

• Respond and resolve client complaints registered with the Customer Service Team 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.
• Be flexible to assist other areas of the department or business if requested.
• Adopt a flexible, enthusiastic and driven approach to achieving the financial goals of the business.
• Supporting the Crisis Team Relative Response team, when necessary.
• Willingly carry out any other duties deemed appropriate by the Company in line with the company Employee Handbook.

The Ideal Candidate

Capability, Knowledge and Experience:

• Understanding of the Booking Conditions and ABTA Code of Conduct is preferred.
• Team player.
• Excellent written and spoken English.
• Confident telephone manner.
• A can-do approach.
• Confident in handling complaints over the phone.
• Excellent negotiation skills.
• Assertive, customer focussed.
• Ideally, a good knowledge of products, services and brochures.

Personal Characteristics:

• Striving for excellence and putting the customer first.
• Must be able to work under pressure.
• Ability to challenge other areas of the business, to ensure we do the thing for our customers.
• Diplomatic, approachable, personable and patient.

Our values are:

• Precision Pace - Always owning and making things happen.

• Empathy – Always aware of others.

• Curiosity – Always asking why.

• Collaboration – Always one team, the Saga team!

Package Description

The standard benefits when you join Saga include: 

• Remote working available where possible

• 25 days annual leave plus bank holidays with the choice to buy a further 5 days annual leave per year 

• Free private medical insurance after 1 years' service 

• Workplace Pension 

• AXA Be Supported 

• A range of reductions and offers from leading retailers, travel groups and entertainment companies

About the Company

Having spent our first 30 years focused on travel, Saga launched Saga Magazine and developed home and motor insurance and financial services in the 1980s. Private medical and pet insurance followed in the 1990s, along with the launch of our own cruise ship operation. The strength of the Saga brand provides the Group with the ability to develop in-house or partner with suppliers to offer our customers and members highly differentiated, competitively priced products which meet their evolving needs.

Saga exists to help our customers and members lead the life they want to lead. To succeed in this, we know that the most important thing to do is to listen to our customers and members. At the heart of our business model is our drive to know more about our customers’ wants and needs so we are best placed to serve them.

Applying this approach over the past 70 years has enabled us to 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 and is recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

When you join Saga you will see that 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. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. 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.

We are a member of the 30% Club and partner with Women Ahead which offers us a fantastic opportunity to take part in a leading, global, cross-company, leadership mentoring scheme to champion female talent.

We are a signatory of the Armed Services Covenant and have received a Silver Award from the Employer Recognition Scheme. 

To all recruitment agencies: Saga does not accept agency CVs unless specifically engaged on the role by the HR Recruitment Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga is not responsible for any fees related to unsolicited CVs.

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Saga Group