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! 
Package DescriptionEveryday 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 

Main Responsibilities
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** 
The Ideal CandidateAs 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 

About The CompanyOver 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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