37.5 hours per week (including 1 in 3 Saturdays) Folkestone Hybrid. The Travel team is growing and we are looking for passionate, customer‑focused Travel Consultants to help our guests plan and book incredible holidays with Saga Holidays. This role goes beyond a traditional contact centre position – every conversation is an opportunity to inspire, guide and build genuine connections with our guests. You will understand what matters most to them, recommend the perfect travel experiences and deliver exceptional service from the very first interaction.
Responsibilities
* Managing the calls into the contact centre from our guests in a timely and professional manner.
* Ensuring a tailored and personable approach for every call, offering assistance, advice and guidance while working with patience.
* Fully managing the nature of the call, ensuring all actions are taken—such as general guest service or advice, sales calls, handling complaints, and providing timely updates to guests such as itinerary changes.
* Engaging in conversation to help provide recommendations and expertise.
* Fully prioritising a guest‑first approach with the tenacity to keep learning on the job.
* Handling both sales and service calls and adhering to guest service best practice.
Requirements
* Experience working in a call centre/contact centre environment and comfort speaking to guests over the phone.
* Excellent communication skills, both written and verbal.
* Keen ability to learn all about our products and relay this information to guests so they are fully aware of our full programme itinerary offering.
* Ability to identify and discover customer needs and wants to help find the right holiday.
* Experience in a fast‑paced environment.
* Can demonstrate a can‑do approach and flexibility when required.
* Passion for guest service and natural enthusiasm for progression opportunities.
* Excellent attention to detail.
* Experience in the travel sector would be an advantage.
* Experience working within a customer service and sales environment.
Benefits
* 25 days holiday + bank holidays.
* Option to purchase additional leave – 5 extra days.
* Pension scheme matched up to 10%.
* Monthly commission dependent on performance.
* Life assurance policy on joining – 4x 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.
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