Customer Service Advisor

Job Introduction

Do you have a passion for delivering exceptional customer service and have a love for the travel and holiday industry?

Look no further, this may be the role for you...

Saga Cruise are looking for experienced call centre agents to join a vibrant team as the new Cruise Guest Advisors.  You will be part of our dynamic and progressive contact centre, helping deliver exceptional experiences for customers wanting to book River and Ocean cruises (P.s. we have a reputation in the market for providing luxury boutique cruises, go and check us out). The Cruise business is at the heart of the Saga brand, taking guests all over the world so it’s important that the Cruise Guest Advisors are as passionate as us!

This role has a start date of November 20th 2023. 

Role Responsibility

• Working as part of the River Cruise team
• Speaking with a range of customers on a daily basis
• Assisting with any questions around Saga cruise holidays, ensuring a personal approach to each call
• Provide recommendations and upselling opportunities
• Responsible for sending out follow-up emails, observing a high attention to detail with focus on spelling and grammar
• Providing the ability to go above and beyond for the customer
• Having patience to deal with customer requests in a calm and helping manner
• Actively participating in training where required
• Standard hours of the contact centre are Mon- Fri and 9am to 6pm, Sat 9am-5pm, closed Sunday - but your contract will allow for opening hours covering 8am-8pm – and also Sunday opening. Your hours will be 37.5 hours per week typically working 9am-5pm.
• **This  is a hybrid role and requires 2 days in Ashford, TN23 1FB. The days required in office are ideally Monday and Friday to promote a collaborative working environment**

The Ideal Candidate

As the customer service focused Cruise Guest Advisor, you will have experience with the following:

• Proven expertise in a similar role (doesn’t need to be within the travel industry although this is ideal)
• Exceptional communication skills
• Passion for customer service
• Excellent attention to detail with strong written and verbal skills
• Proven ability to work on a hybrid model
• Possess the passion to upsell where relevant

Package Description

• Starting salary of £21,937
• Hybrid working in our Ashford hub (2 days per week, ideally Monday and Friday)
• Rapid promotion potential with pay increases in basic salary and the opportunity to earn commission
• Team centred comprehensive training and onboarding with opportunities to gain new skills and experience
• An enhanced holiday allowance – 33 days holiday including all bank holidays and the opportunity to purchase an additional 5 days holiday each year
• Colleague discounts including family discounts on cruises and holidays!
• Pension scheme matched up to 10%
• Life assurance
• A range of wellbeing initiatives and support including Unmind and AXA Be Supported  
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity and grandparent leave

**Please note this role has a start date of November 20th 2023**.

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 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.

Missions + Awards:

• Most Dynamic Mentoring Organisation of the Year in the 2022 awards.
•  Global mission of enhancing the representation of under-represented groups in leadership positions
• Active LGBT community
• Support governments ambition to reduce the gender pay gap
• independently accredited as a menopause friendly employer
• New policies to support colleagues, including a pregnancy loss policy with paid leave. We are also a proud signatory of the Pregnancy Loss Pledge with the Miscarriage Association. 

​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.

Saga Group