Job Introduction
Connected Travel Insurance (CTI) Advisor – Saga Cruise
Salary: £25,000
Permanent
FT – 37.5 hours, Monday to Friday (plus one in eight Saturdays)
**Hybrid role, 3 days a week in the Office
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 to pressurised working environments.
Working in the CTI 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.
The hours are 9 to 6, Monday to Friday, including 1 Saturday every 8 weeks.
So, if you love talking to customers and enjoy being of assistance to guests, this role will be right for you!
**Candidates will need to be located close to Folkestone, Enbrook.
Role Responsibilities
* Talk to our guests through our medical screening process.
* Liaise with our underwriters for referrals where needed.
* Maintain accurate records.
* Be available on the telephone to receive external & internal calls during 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 email correspondence within 24 hours of receipt.
* Maintain service standards and escalate issues to the Team Manager when necessary.
* Support team members and share knowledge and skills.
* Attend Saga cruise product briefings regularly to stay informed about our products.
* Take ownership of queries, concerns, and complaints to resolve them promptly.
* Suggest process improvements to enhance guest experience.
* Support other departments and work as part of a front-line customer service team.
The Ideal Candidate
* Excellent interpersonal skills and a professional manner.
* Ability to work under strict deadlines and pressure.
* Enthusiastic approach to problem investigation and resolution.
* Good communication skills, including listening, questioning, and rapport building.
* Focus on delivering high levels of customer service.
* Attention to detail and accurate data entry skills.
* Flexibility to support operational needs, including out-of-hours work.
Desirable:
* Knowledge of Saga cruise products, services, and systems.
* Knowledge of FCA rules.
Package Description
We offer an amazing benefits package including:
* 25 days holiday + bank holidays
* Option to purchase up to 5 additional days
* Matched pension scheme up to 10%
* Life assurance
* Wellbeing programme
* Colleague discounts on cruises and holidays
* Retail, travel, and entertainment discounts
* Enhanced maternity and paternity leave
* Grandparents leave
* Income protection
* Access to Saga Academy learning platform
About the Company
Saga has been the UK's trusted provider of products and services for people over 50 for over 70 years. We offer cruises, holidays, insurance, personal finance, and Saga Magazine. Our goal is to be the most trusted brand for older people in the UK, providing exceptional products and service.
We foster an inclusive culture where colleagues can be their authentic selves, with dignity and respect. Recognized as one of the UK's Best Employers 2025, we are committed to age inclusivity and accessibility in our recruitment process.
Your application will be considered fairly, and you will receive personal communication throughout your application journey. For more information on our DEI policies and opportunities, visit our Careers page.
Saga does not accept agency CVs unless engaged by the Talent Acquisition Team. Please do not forward CVs to recruiters or employees, as Saga will not be responsible for fees related to unsolicited CVs.
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