Overview
£26,227.50 PA Plus Annual Bonus
Connected Travel Insurance Advisor – Saga
£26,227.50 per annum
Permanent
37.5 hours a week Monday to Friday (Some Saturdays required)
Folkestone, Hybrid at least 3 days a week
Are you someone who genuinely enjoys helping people and takes pride in delivering exceptional customer service? Do you have a natural ability to put people at ease, especially during conversations that can sometimes feel sensitive or overwhelming?
We’re looking for someone who is empathetic, patient and enjoys building rapport with our guests. You’ll be confident asking the right questions, listening carefully and ensuring every guest feels supported throughout their journey. Alongside this, you’ll have excellent attention to detail, a positive outlook and the ability to remain calm and organised in a busy environment.
As we’re fully regulated by the FCA, this role follows structured processes and guidelines, so you’ll be comfortable working within a regulated environment while still delivering a warm, personal service. No two conversations are the same, so if you enjoy speaking with people, solving problems and making a genuine difference to someone’s experience, you’ll fit right in.
Our call centre is open between 9am and 6pm Monday to Friday, and you’ll work 37.5 hours within these hours. Some occasional Saturdays will be required to support business needs.
This is a hybrid role, with a minimum of three days each week based in our Folkestone office. We’ve created a dedicated Travel workspace where our teams can collaborate, celebrate success and support one another.
Role Responsibility
As part of our wider Travel team, you’ll play an important role in every guest’s experience. Once they’ve booked their holiday, you’ll be their friendly point of contact to make sure we fully understand their medical needs and that they have the right level of travel insurance in place before they travel.
• Guiding guests through our medical screening process with empathy, professionalism and care.
• Liaising with our underwriters when referrals are required.
• Maintaining accurate and detailed customer records.
• Managing inbound and outbound telephone calls with both guests and colleagues.
• Working from department booking queues, ensuring actions are completed within 24 hours.
• Responding to email enquiries within 24 hours.
• Maintaining excellent service standards and escalating any issues where appropriate.
• Supporting colleagues by sharing knowledge, experience and best practice.
• Attending regular Saga product briefings to continually build your knowledge.
• Taking ownership of guest queries, concerns and complaints, seeing them through to resolution.
• Identifying opportunities to improve our processes and enhance the guest experience.
• Working collaboratively with the wider Customer Service team and supporting other departments when needed.
The Ideal Candidate
Our best Travel Insurance Advisors are naturally caring people who enjoy helping others. They communicate with confidence, build trust quickly and always put the guest at the heart of every conversation. Knowledge of the cruise industry and/or experience working within FCA guidelines would be an advantage, but just as important is your attitude and willingness to learn.
We’re also looking for someone who:
• Remains calm and organised when working to deadlines.
• Enjoys solving problems and finding the best outcome for our guests.
• Has excellent communication skills, including listening, questioning and building rapport.
• Is passionate about delivering outstanding customer service.
• Has great attention to detail and is confident using IT systems.
• Is flexible and happy to support the wider team’s operational needs when required.
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 FOR THIS ROLE:
- 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. 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.
Job Reference: saga/TP/247980/3515
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
