Duty Officer - Travel

Are you always one step ahead of what is happening in the world? Passionate about all things travel? You can offer exquisite customer service to our customers? Committed to working in a service that operates 24/7 and covering the on-call rota? (Minimum of 6 per month.), Here at Saga Travel Group we are looking for a highly skilled Duty Officer. In this role you'll be expected to deliver a first-class customer experience to all customers, Tour Managers and Resort Hosts travelling and working with Saga Travel. You could be dealing with anything from a lost passport, change in itinerary, natural disasters, or un-expected personal circumstance for our travellers. As one of our Duty Officers, you are the key point of contact when our customers are on holiday, ensuring they receive support and service that exceeds their expectations. Truly, no day will be the same in this role!

• Remote working, covering the Saga Travel Group Duty Office 24/7. You will be required to work the full scope of the rota, this will include on call weekends and night shifts. You will need to be in commutable distance to London, Kings Cross Office for our occasional team meetings.
We work in a hybrid way at Saga both at home and in the office. When you do come into the office, it'll be with a real purpose in mind - to meet with your team, to work together, and of course to socialise and celebrate too!, Our Duty Officer will be accountable for the following tasks;
• To action and resolve all client issues that may arise from the day of pick up to the day of arrival back at home.
• Offer full support to Tour Managers/Airport Reps/Drivers/Clients/Suppliers who have any problems on tour or in resort with our clients and take a proactive approach to deliver first-class solutions to any issues raised.
• To always remain calm and offer a professional service to all who call the Duty Officer line.
• To report and log all issue's and ensure that logs are updated in a timely & accurate manner (including any incurred costs).
• Proactively ensure that the Duty Office Manager is aware of any regular issues to ensure these are resolved.
• Resolve issues to the customer's satisfaction with minimal cost to the business whilst preventing escalation to the customer service team wherever possible.
• Be prepared to go above and beyond the call of duty to meet customer and business needs.
• Comprehensive working knowledge of all departments across the business with the view to understanding how operational issues impact their work.
• Monitor all river levels, World Events and FCDO Advice and report any concerns to the appropriate teams within Saga Travel Group.
• Manage the staff travel inbox while on duty, in line with business expectations.
• Manage and send Airport Reps passenger reports and requests.
• Proactively offer support to other areas of the business during quieter times.
• You will be a member of the crisis team in the event of a major incident and provide support to them where necessary., 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.
  
  This is a unique and rare opportunity in a Travel Business. You will need to demonstrate the following skills and experience to join our Duty Office Team.
• Working knowledge of a GDS system, ideally either Amadeus, Galileo, Sabre, Worldspan or similar.
• Be a highly skilled communicator with an excellent telephone manner.
• Demonstrate previous experience of working within the travel industry.
• Naturally have a high attention to detail and able to work in a fast-paced environment.
• Can work under pressure against tight deadlines.
• Ability to demonstrate multi-tasking prioritisation and solution orientated approaches.
• Can work to a pre-planned team rota, including weekends and night shifts. (All rotas are planned at least one month in advance!)
  
  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.
We are a dynamic and forward-looking business with a clear, single-minded purpose; to create exceptional experiences every day whilst being a driver for positive change in our markets and communities. Our focus on exceptional experiences empowers our colleagues to create moments that are simple, personal and special for our customers and for each other. Our values underpin our approach and help guide us to deliver our purpose. 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. We're passionate about diversity, equity, and inclusion. Championing diversity is important to us, and diverse teams really are the best ones. We're dedicated to creating a culture where every colleague feels like they belong. So that at Saga, more than anywhere else, you can be your best, be yourself and make a difference. Fair consideration is given to all applicants, including those with disabilities and those over who are over the age of 50. As champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams. We are also an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible, we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.


• Our base hours are 38 hours per week, these hours will form the full coverage of the 24/7 duty office. Shift allowances are paid for weekends, Bank Holidays and Nights.
• 25 days holiday + bank holidays
• Option to purchase additional leave up to 5 extra days
• Pension scheme matched up to 10%
• Company performance related annual bonus - Up to 5%
• Life assurance policy on joining us
• 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 and paternity leave
• Grandparents leave
• Income protection
• Access to Saga Academy, our bespoke learning platform