Connected Travel Insurance Advisor

Location: Sydenham

£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. 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 Main Responsibilities As part of our wider Travel team, you'll play an important role in every guests 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…