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Job Introduction

Our Travel Consultants are responsible for championing a relentless drive to deliver exceptional service to our customers, while also exceeding sales targets and other supporting KPIs.

In this role, you will be responsible for selling our broad range of tailormade holidays to Saga customers through phone, email or chat maximizing revenue opportunities. You will support these customers at all stages of their booking journey, delivering a differentiated ‘concierge’ level of service. Using your own extensive travel experience, you will assist our customers in identifying the right choice for them, highlighting key places to visit, ‘top tips’ for each destination and truly matching the individual to the Holiday.

You will be meticulous, customer service driven and focused on the detail, whilst having the ability to work well under pressure.

This is a fantastic opportunity to work for the leading brand for the over-50’s, creating truly exceptional travel experiences for them.

As we are a fully flexible employer, you will be comfortable working remotely (from home utilizing the ‘hub’ office locations as and when you need to.

Main Responsibilities

• To provide our customers with exceptional service throughout the booking journey, championing new contact methods and delivering a ‘concierge’ level of service
• To actively listen to customer requirements and tailor the right holiday for them, spanning various travel methods (i.e. flight only, bespoke touring, dynamically packaged hotels and city breaks).
• To develop and maintain a thorough knowledge of our products and processes.
• To identify and up-sell elements to enhance the customer experience and drive increased booking revenues.
• To be the champion of the customer within the business, working with other departments to create a ‘Never say no’ culture and ensure their specific and varied needs and met.
• To meet and exceed your personal objectives, as set by your Team Manager.
• To meet and exceed the quality standards for Saga Travel Group call handling.
• Supply all quotes to customers with the agreed SLA’s and in line with their requirements.
• Follow up all outstanding quotes and options, ensuring no sales opportunities are missed.
• Achieve and exceed sales, conversion and quality targets.
• To maintain customer confidentiality at all times and adhere to FCA requirements/standards in the sale of insurance policies

The Ideal Candidate

• Thorough and good attention to detail
• Exceptional administration skills
• Excellent verbal communication skills
• Knowledge of a GDS system (Amadeus preferable)
• Ability to present, persuade and communicate effectively.
• Ability to work under pressure and at pace
• Sales background/Previous contact centre experience • Travel industry experience
• Extensive experience travelling, with a keen passion for exploring new destinations.
• Strong geographical knowledge – cities, airports (and codes), key landmarks, bucket list destinations/sights
• Previous customer service roles, delivering exceptional experiences
• Experience working to and exceeding targets

About The Company

At Saga Travel Group, we’re driven by the aim of creating a place where older people are valued for their experiences. We’re a dynamic and forward-looking business with a clear, single-minded purpose: to deliver exceptional experiences every day for our colleagues and customers.

Our values underpin our approach and help guide us. We work with precision, pace, curiosity, empathy and collaboration to create a unique environment for our teams.

The vision for the Saga Travel Group is to build the travel company for the experienced traveller. We already have world-class escorted Saga and Titan touring businesses and now building a new dynamic, digital travel business that will deliver fresh, innovative product.

When you join Saga Travel Group you will work across two leading brands and play a vital role not only in our growth but in our mission to deliver lasting memories for our customers seeing them return again and again.

As an STG colleague you will see that 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. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us.

We are an official Disability Confident employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required.

We are a member of the 30% Club and partner with Moving Ahead which offers us a fantastic opportunity to take part in a leading, global, cross-company, leadership mentoring scheme to champion female talent.

We are a signatory of the Armed Services Covenant and have received a Silver Award from the Employer Recognition Scheme.

To all recruitment agencies: 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. Any engagement with employees or provision of CVs to employees within Saga where you have not engaged with the Talent Acquisition Team will be considered speculative and Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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Package Description

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.

We offer total flexibility over where you work – you choose a place that you feel happiest, healthiest and most productive, either from home or out hub in Swansea.

We have an award-winning wellbeing programme, modern family-friendly policies including premature baby leave, enhanced maternity and paternity leave and our unique grandparents’ leave policy.

Benefits available to all colleagues:

• 25 days of paid holiday (with option to purchase more), plus bank holidays that you can use any time of the year and an annual volunteer day on us.
• Free private medical insurance after 1 years' service, including access to a GP, and great levels of income protection and life assurance cover.
• Workplace pension scheme where we match your contributions up to 10%.
• AXA Be Supported.
• A range of reductions and offers from Saga Travel Group as well as leading retailers, travel groups discounts and entertainment companies.