Job Description

Connected Travel Insurance Advisor - Saga Cruise
25,000 per annum
Permanent
37.5 hours a week Monday to Friday (Some Saturdays required)
Are you someone who believes in offering the best customer service? Are you someone who works with accuracy and a high level of detail? We need someone with exceptional communication skills who can engage with our guests, often about difficult and sensitive medical situations. As well as having a positive outlook and the ability to easily adapt themselves to pressurised working environments.
Working in our wider travel team, you will play a key part in our guests' journey. You will be making personal contact with our valued guests once they have booked their cruise. It is a critical role to assess whether we have understood the needs and wants of each person, and that all our guests have the correct level of travel insurance in place for their travel. You'll be happy working in a dynamic, fast-paced environment and won't be afraid of pitching in with everyday tasks either.
We are fully regulated by the FCA, so this role is very structured and adheres to the guidelines of questioning and assessments made on these calls.
So, if you love talking to customers and enjoy being of assistance to guests, this role will be right for you!
Our call centre is open between 9am and 6pm Monday to Friday, so you will be working 37.5 hours a week within this. There will be the need for some occasional Saturdays based on business needs.
This role requires you to be working from our Folkestone office a minimum of 3 times a week. We have designated office space for colleagues in our Travel business, allowing us to collaborate and share success as a function.
Role Responsibility
Our Advisors are responsible for the following tasks:

• To talk to our guests through our medical screening process.
• To liaise with our underwriters for referrals where needed.
• To always ensure that accurate records are maintained.
• To be available on the telephone to receive external & internal calls during your working hours.
• Make outbound calls to our guests.
• Work from bookings held on the department queue, maintaining a turnaround within 24 hours, taking appropriate action as necessary.
• Respond to any e-mail correspondence within 24 hours of receipt.
• Ensure service standards are maintained and that any issues preventing this are escalated to the Team Manager.
• Support team members and raise awareness by sharing your knowledge and skills.
• Regularly attend Saga cruise product briefings to learn about our products and what they include for our guests.
• Take ownership of queries, concerns, and complaints to resolve them as quickly as possible.
• Suggest process improvements to provide the most efficient and effective guest experience.
• Work as part of a front-line customer service team and support other departments when required.

The Ideal Candidate
As one of our Travel Insurance Advisors you will have excellent interpersonal skills and a professional manner when talking to our guests and other departments in the business.
Having a knowledge of the cruise industry and/or working to FCA guidelines would be of advantage.
Other skills and experience required include:

• Able to work to strict deadlines and under pressure.

• Have a constructive and enthusiastic approach to investigating and solving problems.

• Good communication skills (i.e., listening ability, letter writing, and questioning techniques influencing and creating rapport)

• Keen to have the guests' interests at heart and be focused on delivering high levels of customer service.

• Good attention to detail and accurate use of IT packages and inputting data.

• Willingness to be flexible to support operational needs and challenges (which could include out-of-hours working)

Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special
Package Description
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 TO ALL COLLEAGUES:

• 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%
• Life assurance policy on joining us, 4 x salary
• Wellbeing programme
• 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

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. We're 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. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine.
We aim to be the most-trusted brand for older people in the UK. Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other. Our values underpin our approach and help guide us to deliver our purpose.
We're committed to making sure that colleagues can be their best, be themselves and make a difference - more than anywhere else. We do this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity and respect in an environment that is free from discrimination and harassment.
Thanks to our people, Saga has been ranked 6th in the UK's Best Employers 2025 by the Financial Times and Statista. This recognition, based on the voices of 20,000 employees across the UK, is a testament to the great culture we've built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work.
We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams we have in place. We're also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible.
Your application will have fair consideration, and you'll receive personal communication throughout your applicant journey when you apply to join Saga.
For more information on our DEI policies, colleague stories and other opportunities across the business, please visit Jobs and careers with Saga
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.
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Skills Required