Job Description

Role Purpose

As a cruise travel expert you will be responsible for ensuring each customer's journey is seamless, from the first phone call or email to when they depart using your extensive knowledge of cruise lines and destinations. You will be part of an energetic and positive team. We’re after people with drive, enthusiasm and flexibility because that’s what our customers expect these days. We want enthusiastic, innovative and passionate people.

Key Responsibilities:

• By using your expertise you will maximise sales through the selling of cruise holiday products, ancillaries and spot opportunities to upsell, whilst executing accuracy and diligence

• Ability to Switch sell products where needed whilst at the same time taking into account customer needs and desires.

• Ensuring all forms of contact - such as phone calls and emails are handled quickly but met with a consistent level of service and meets company standards.

• Responsible for completing all required administrative tasks to set guidelines.

• You will be accountable for meeting and exceeding personal sales targets and KPIs

• You will build valuable relationships with your customers, ensuring your tone of voice, language and contact are in line with our brand guidelines.

• Take ownership of customer experience whilst delivering a high level of customer service

• Actively working with the business to share recommendations for change based on customer feedback.

• Effectively resolve customer complaints where needed

Skills and Experience:

• Strong negotiation skills

• Target driven mindset with history of meeting and exceeding KPI’s.

• Experience of handling customer enquiries, calls and emails professionally.

• Good Standard of IT skills including but not limiting to Word, Excel, GDocs

Behavioural Role Fit:

• A real passion for travel and customer service

• A confident communicator written and spoken with proven persuasive and influencing skills.

• Ability to really listen to the customer, quickly identify their needs and make sound recommendations.

• Drive for results, commitment, loyalty and service excellence to brand and customers

• Have a positive and hard working mentality and enjoy working as part of a team.

• Thrives in a sales environment, working under pressure, is self motivated to achieve performance targets.

• Excellent attention to detail and understands the impact of errors on the business and customers.

• An expert in areas they have visited and can share that knowledge with our customers and colleagues.

• Excellent numeracy skills

• First-rate organisational skills

• Flexibility is key to the success of this role. The ability to adapt to different people, customers, challenges and ways of working.

Role Key Performance Indicators:

• Conversion

• Base Margin

• Margin per booking

• Transactions per hour

• quality and % of error free work

• attendance and adherence

• Customer Satisfaction

Why Join Iglu?

Iglu.com is the UK’s largest specialist ski and cruise travel agency, we pride ourselves on our first-hand knowledge of the unique packages and holiday experiences we offer.

• Hybrid and Remote working options, you must be based in the UK

• Discounted travel offers for family and friends

• Gym discounts at all major chains across the UK

• Mental Health and Wellbeing Support

• Electric Vehicle Scheme

• 24/7 Online GP Service

• Life Assurance for all

• Help shape the culture of Iglu by getting involved in our Charity or Social Committee

• Bi-annual Company Get Togethers

Working Hours:

• 37.5 hours over 5 days if applying for full time hours.

• Shift pattern between the hours of 9am and 10pm Monday to Friday, 9am - 9pm on Saturday and 10am - 9pm on Sunday/

• You will be expected to work 5 out of 8 weekend days.

Start date for this role is 19th Oct 2026