Saga plc. is a leading provider of products and services for people aged over 50 in the UK, recognized for high-quality offerings and exceptional service. They are seeking a Travel Consultant to manage inbound calls, provide tailored travel advice, and build lasting relationships with guests while recommending suitable holiday options.
Responsibilities
- Managing inbound calls from guests and Trade Partners in a timely, professional, and friendly manner
- Delivering a tailored, personable service on every call, offering advice, guidance, and support with patience and care
- Managing calls end-to-end, including sales, service enquiries, complaints handling, and providing updates such as itinerary changes
- Recommending suitable holidays and identifying upselling opportunities where appropriate
- Adopting a guest-first mindset while continuously learning and developing your product knowledge
- Handling both sales and service calls in line with guest service best practice
- Sending accurate and professional follow-up emails, with strong attention to detail, spelling, and grammar
- Striving to exceed guest expectations on every interaction
- Remaining calm, patient, and helpful when handling guest requests
Skills
- Experience in customer-focused roles, particularly where advising, guiding, or booking services or products has been key
- Experience working in a call centre or contact centre environment, with confidence handling telephone-based customer interactions
- Excellent communication skills, both verbal and written
- A willingness and ability to learn detailed product information and clearly relay it to customers
- The ability to recognise buying signals and upsell where appropriate
- Comfortable working in a fast-paced environment
- A flexible, can-do approach to work
- A strong passion for guest service and enthusiasm for career development
- Excellent attention to detail
- Strong teamwork and collaboration skills across departments
- Previous travel experience
Benefits
- Uncapped commission
- 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
Company Overview
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. It was founded in 1951, and is headquartered in Folkestone, Kent, GBR, with a workforce of 1001-5000 employees. Its website is http://www.corporate.saga.co.uk.