£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 in our Enbrook Office

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.

This role requires you to be working from our Folkestone office a minimum of 3 times a week. 

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

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.

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.

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.

Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special

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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