Connected Travel Insurance (CTI) Advisor – Saga Cruise
Salary Range £22,400 - £24,000
Permanent
FT – 37.5 Monday to Friday (plus one in eight Saturdays)
**Hybrid role, 2 days a week in the Office
Due to expansion in the team, Saga Cruise is looking for CTI advisors
Are you someone who believes in offering the best customer service? Are you someone who works with accuracy and a high level of detail? We need someone with exceptional communication skills, who can engage with our guests, often about difficult and sensitive medical situations. As well as having a positive outlook and the ability to easily adapt themselves to pressurised working environments.
Working in the CTI team, you will play a key part in our guest’s journey. You will be making personal contact to our valued guests once they have booked their cruise. It is a critical role to assess we have understood the needs and wants of each person and that all our guests have the correct level of travel insurance in place for their travel. You’ll be happy working in a dynamic fast-paced environment and won’t be afraid of pitching-in with everyday tasks either.
We are fully regulated by the FCA, so this role is very structured and adheres to guidelines of questioning and assessments made on these calls.
The hours are 9 to 6, Monday to Friday. (Including 1 Saturday every 8 weeks)
So, if you love talking to customers and enjoy being of assistance to guests, this role will be right for you!
**Candidates will need to be located close to Ashford.
Package DescriptionOver 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
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.
25 days holiday + bank holidays
Option to purchase additional leave up to 5 extra days
Pension scheme matched up to 10%
Life assurance policy on joining us
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 and paternity leave
Grandparents leave
Income protection
Access to Saga Academy, our bespoke learning platform
Main ResponsibilitiesOur CTI Advisors are responsible for the following tasks:
To talk our guests through our medical screening process.
To liaise with our underwriters for referrals where needed.
To always ensure that accurate records are maintained.
To be available on the telephone to receive external & internal calls during your working hours.
Make outbound calls to our guests.
Work from bookings held on the department queue, maintaining a turnaround within 24 hours, taking appropriate action as necessary.
Respond to any e-mail correspondence within 24 hours of receipt.
Ensure service standards are maintained and that any issues preventing this are escalated to the Team Manager.
Support team members and raise awareness by sharing your knowledge and skills.
Regularly attend Saga cruise product briefings to learn about our products and what they include for our guests.
Take ownership of queries, concerns and complaints to resolve them as quickly as possible.
Suggest process improvements to provide the most efficient and effective guest experience.
Work as part of a front-line customer service team and support other departments when required.
The Ideal CandidateWe need our CTI Advisors to demonstrate the following skills and experience:
To always have excellent interpersonal skills and a professional manner when talking to our guests and other departments in the business.
Able to work to strict deadlines and under pressure.
Have a constructive and enthusiastic approach to investigating and solving problems.
Good communication skills (i.e., listening ability, letter writing and questioning techniques influencing and creating rapport.)
Keen to have the guest's interests at heart and be focused on delivering high levels of customer service.
Good attention to detail and accurate using IT packages and imputing data.
Willingness to be flexible to support operational needs and challenges (which could include out of hours working)
Desirable:
Knowledge of Saga cruise products, services and systems.
Knowledge of FCA rules.
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.
We’re passionate about diversity, equity, and inclusion. Championing diversity is important to us, and diverse teams really are the best ones. We’re dedicated to creating a culture where every colleague feels like they belong. So that at Saga, more than anywhere else, you can be your best, be yourself and make a difference.
Fair consideration is given to all applicants, including those with disabilities and those over who are over the age of 50. As champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams. We are also 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.
#LI-Remote
