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Job Description

Sales and Customer Communications Executive

Position – Full Time - Permanent

Salary £25,000 – £27,000 per annum DOE

Based Royal Wootton Bassett, Wiltshire

Reporting to Concierge Manager

Benefits - Pension contributions + Medical Benefit

About Imagine Cruising

Established in the UK in 2011, founded by experienced travel entrepreneur and CEO Robin Deller along with co-founder Natalie Maye. Imagine Cruising are experts in creating Cruise and Stay Holidays and now selling over 60,000 holidays a year with turnover in excess of £200m and industry beating margin and profit metrics. We specialise in creating competitively priced, unique cruise packages targeted at both traditional cruisers and the “new to cruise” market.

Our Head Office is in the UK with a team of 172 and we are now trading in South Africa, New Zealand, Australia, (Brisbane & Perth) a total of 230 employees.

Imagine Cruising believes in developing the knowledge, capability and skills of all staff in the company. That may mean that from time to time we will ask staff to be flexible in working in and supporting different areas of the business either within their own teams or through working with colleagues on projects and activities around the business. This will help develop both individuals and the company as a whole in our fast moving and developing business.

Job Purpose

A key role to enhance our existing customer’s holiday packages with a focus to increase margins using upsell techniques. Maintaining a good relationship with our customers and working closely alongside various departments across the business.

Typical Responsibilities

  • To communicate with customers prior to travel to upgrade packages i.e. flights, cabins, hotels and tours.
  • Have good understanding of profit margin and upsell requirements
  • To communicate with suppliers to request and confirm availability
  • Understand customer’s needs and expectations to deliver excellent customer support throughout
  • Respond promptly to customer enquiries
  • Produce accurate admin work to complete any action taken
  • Be proactive in solving the customers issues, maintaining high standards of service at all times
  • Outbound call passengers to give relevant information on their booking, and to pro-actively upsell where possible
  • Be highly accurate in the administration work and ensure all notes are left on files
  • Strong understanding of packages to enable effective recommendations of any holiday changes

Skill Set Required


  • Must be able to work flexible shift patterns including potential nightshifts (as required)
  • Knowledge of customer service principles and practices
  • Must be confident working alone and as part of a team
  • Must demonstrate a significant level of self-motivation and initiative
  • An ability to work to deadlines with good attention to detail
  • Able to remain calm under pressure and problem solve accordingly
  • Must be reliable with a flexible approach
  • Excellent communication skills – verbal and written - essential
  • Able to work extended hours on occasions
  • Have vast knowledge in terms of products and cruising

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. But, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.