Guest Relations Executive

Job Introduction

** Remote/home working allowed for Kent based candidates with occasional need to work from the office** 

At Saga we believe in exceptional experiences everyday whilst being a driver for positive change in our markets and communities. Our values are precision pace, empathy, curiosity, collaboration. If this resonates with you then it’s time to do the best work of your life! 

And right now, we are looking for Guest Relation Executives to join us. In this role, you will ensure that customer complaints are managed within ABTA regulations and in line with the Saga brand values, providing an exceptional customer experience of the highest quality. 

This is a varied position where you will look after the entire customer journey across all our products (including ocean cruises, river cruises and holidays). This role will allow you to get to know the ins and outs of the travel industry. 

You will bring knowledge of the travel or hospitality industries and have a customer service background. You will have an ability to liaise with internal teams at all levels as well as external suppliers and customers.  

And in return, you can look forward to all the responsibility and involvement of an integral role, providing you with a rewarding and fast paced career with an excellent benefits package.  

Role Responsibility

• Taking full and complete ownership of the customers’ complaint aiming to make their first contact with us result in their complaint being resolved, with their needs being met and understood 
• Amicably resolve the complaint with the customer within the departments agreed SLA (Service Level Agreement). Focus on closing complaints by telephone. Where necessary some may need to be resolved in writing 
• To investigate complaints by speaking with internal departments and external suppliers, as well as our resort representatives, to understand the issues raised by the customer whilst on holiday. Other resources available are resort staff reports, questionnaire scores/feedback, booking system records, staff/supplier contacts and any other available resources to fully understand the customers’ experience 
• Completing the loop – Following up on the investigations completed to ensure that the same complaint or experience is not repeated 
• Where compensation is due as part of the resolution and can be recharged, work with the supplier/ internal department to agree the amount at the time of response 

The Ideal Candidate

• Highly skilled communicator with excellent telephone manner 
• Previous customer facing experience with an ability to empathise and confidently represent the company 
• Complaint resolution and excellent negotiation skills 
• Knowledge of the travel or hospitality industries 
• High attention to detail in a fast-paced environment 
• Proven ability to work under pressure against tight deadlines 
• Ability to communicate with internal and external customers at all levels 
• Proficient in Microsoft Office 365 
• Ability to multi-task, prioritise and have solution orientated approaches 
• Knowledge of reservation software would be an advantage 

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

• 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.

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