Cruise Guest Advisor

Cruise Guest Advisor

Salary - £21,937

Permanent opportunity

37.5 hours per week

Hybrid - 2 days per week in our Ashford hub

Do you have a passion for delivering exceptional customer service in a fast-paced environment 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 guest service and sales advisors 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 guests wanting to book River 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!

You will be part of a fast-paced, guest centric environment in a phone-based role. You can expect to take sales and service calls relating to all things Cruise!

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.

BENEFITS AVAILABLE TO ALL COLLEAGUES:

• Starting salary of £21,937 + opportunity to earn commission
• 37.5 hours per week
• Hybrid working model with 2 days in office per week at our Ashford hub (Monday and Friday) the rest from home
• 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
• Pension scheme matched up to 10%
• Life assurance
• 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, paternity and grandparent leave
• Income protection
• Access to Saga Academy our bespoke learning platform which includes a comprehensive range of online courses, talks and much more

• Phone based role, working as part of the River Cruise team within the Saga Cruise contact centre
• Speaking with a range of guests on a daily basis, dealing with both sales and service calls
• Ensuring a tailored approach to every call, offering assistance, advice, guidance and working with patience
• Taking a variety of calls that include general guest service calls, service calls, advice calls, sales calls, complaints and providing updates to the guest
• Prioritising a guest-first approach with the tenacity to keep learning on the job
• Providing recommendations and engaging in upselling opportunities where possible
• Flexibility in taking both sales and service calls and adhering to guest service best practice
• Responsible for sending out follow-up emails, observing a high attention to detail with focus on spelling and grammar
• Having a driven mentality to exceed the expectations of the guest
• Having patience to deal with guest requests in a calm and helping manner

Due to the dynamic nature of the cruise industry there are peak periods with increased service calls and requests for updates so you may be expected to adjust your hours accordingly during these periods.

The hours for this role cover the opening hours of 9am-6pm Monday to Friday and the requirement to work 1 Saturday in 3 with the hours of 9am-5pm. The hours for this role are 37.5 per week.

**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**

As the guest 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)
• Experience within a contact centre environment where the majority of the role is telephone based
• The ability and passion to upsell and utilise sales skills
• Capability to thrive in a fast paced environment where there are busy periods
• Exceptional communication skills
• Passion for guest service and a natural enthusiasm for progression opportunities
• Excellent attention to detail with strong written and verbal skills
• Proven ability to work on a hybrid model

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 Committed 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.

​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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