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:
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25 days holiday + bank holidays
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Option to purchase additional leave - 5 extra days
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Pension scheme matched up to 10%
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Monthly commission dependent on performance
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Life assurance policy on joining us, 4 x salary
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Wellbeing programme
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Colleague discounts including family discounts on cruises, holidays and insurance
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Range of reductions and offers from leading retailers, travel groups and entertainment companies
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Enhanced maternity and paternity leave
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Grandparents leave
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Income protection
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Access to Saga Academy, our bespoke learning platform
Job Introduction
Cruise Guest Advisor
Salary £26,227.50 per annum plus uncapped commission
37.5 hours per week (to include 1 in 3 Saturdays)
Folkestone Hybrid
We are expanding our talented team of Guest Advisors who play a vital role in helping our guests plan and book unforgettable luxury travel experiences across both our Ocean and River Cruise itineraries. From breathtaking destinations to exceptional onboard experiences, you’ll help our guests find the perfect holiday tailored to them.
If you are passionate about delivering outstanding customer service, love talking about travel and enjoy helping people discover new experiences, this could be the perfect opportunity for you.
Your first few weeks will be focused on setting you up for success — learning our booking systems, getting to know our guests and becoming an expert across our exciting range of Ocean or River Cruise packages, with plenty of support along the way.
So, if you are ready to come aboard and start an exciting career in the world of cruising, read on to discover what a typical day as a Cruise Guest Advisor looks like.
Start Dates available: Monday 6th July and 3rd August
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.
This role requires you to be working from our Folkestone office a minimum of 3 times a week. We have a designated Contact Centre floor for colleagues in our Travel business, allowing us to collaborate and share success as a function.
Main Responsibilities
We take our guests all over the world, ensuring they have exceptional experiences. The starting point of their journey begins with you and our team of Guest Advisors.
In this team, you will be taking mostly inbound calls; bookings and general enquiries that could lead to future bookings, amendments, and service calls relating to all things Cruise!
Your main responsibilities will be:
- 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, guidance and always working with patience
- Fully managing the nature of the call, ensuring all actions are made such as general guest service or advice, sales calls, handling complaints and providing timely updates to the 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
- Having a driven mentality to exceed the expectations of the guest
The Ideal Candidate
As a Cruise Guest Advisor, you will have experience working within a customer service and sales environment.
Whilst experience in the travel sector would be an advantage, we are open to considering candidates with a passion for travel and ability to bring our destinations to life.
You will also need to demonstrate the following skills and experience:
- Have previously worked in a call centre/contact centre environment and be comfortable talking to guests over the phone, demonstrating excellent communication skills
- Keen and able to learn all about our products and relay this to our guests so they are fully aware of our full programme itinerary offering
- Can identify and discover gust needs and wants to help find the right cruise.
- Enjoys working in a fast-paced environment
- Can demonstrate a can-do approach and be flexible when required
- Shows a passion for guest service and a natural enthusiasm for progression opportunities
- Has excellent attention to detail and can demonstrate strong written and verbal skills
Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special
About The Company
Over the past 75 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. We’re the most trusted brand amongst UK consumers in this demographic, recognised for high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine.
Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other and our values underpin our approach and help guide us to deliver our purpose.
We’re committed to making sure that colleagues can be their best, be themselves and make a difference – more than anywhere else. We have done this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity and respect in an environment that is free from discrimination and harassment.
Thanks to our people, Saga was awarded with a Gold for Best Customer Centric Culture in 2025. This is testament to the great culture we’ve built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work.
We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams we have in place. We’re also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible. Your application will have fair consideration, and you’ll receive personal communication throughout your applicant journey when you apply to join Saga.
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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