Complaints Executive

As one of our Complaints Executives at Saga Insurance, you will be responsible for managing and resolving customer complaints.

As a business, we support a diverse group of customers and help them at various stages of their lives. Our Complaints team specialise in being customer champions looking to restore advocacy and loyalty during and following a complaint. Whilst helping those most in need and doing so with compassion, empathy and the utmost care to support them through the difficulties that may have brought them to the Complaints Team.

In this role we trust and empower colleagues to do the right thing, guided by our customer mantra and values and treating customers like family or friends. Collectively, we will help colleagues and customers alike to continually improve how we support people.

An inquisitive mind and a willingness to talk to our customers directly as well as working with colleagues in other areas of the business colleagues is a must. This is a busy and diverse role so an open mind and willingness to adapt is key!

As one of our Rapid Response Executive you will be part of the team looking after the Customer Relations telephone line ready to take calls direct from customers and colleagues looking for support.

We offer total flexibility over where you work - you choose a place where you feel most comfortable and productive, either from home or in one of our hubs in London, Ashford or Sandwich. We come together with a purpose to collaborate, typically once a month in Kent.

Role Responsibility

As a Complaints Executive you will be a responsible for handling complaints that have been escalated from Service Delivery or have come directly into the complaints team.

Other accountabilities will include:

• Being a point of contact and supporting your team and the wider complaints team


• Setting the highest standards and act as a customer champion when dealing with our customers


• Take ownership and control of the customer interaction ensuring that their needs are understood and met, thereby avoiding unnecessary escalation and providing one stop resolution with primary contact being via the telephone wherever possible


• Challenging existing processes, procedures and mind-sets to help drive change


• Liaising with suppliers and internal departments to ensure optimum customer experience


• Maintaining good levels of product knowledge, and growing your portfolio for maximum diversity


• Achieving productivity and quality targets as set by the line manager to ensure how customer are achieving the correct outcome in the most efficient way.
  
  As one of our Complaints Executives, you will need to have experience in complaint ha


Other skills and required include:

• Highly motivated self-starter who seeks continuous improvement


• Able to demonstrate a passion for the customer and service excellence


• Excellent verbal and written communication skills with developed active listening


• Analytical and methodical, with the ability to think of innovative solutions


• Ability to master new requirements quickly


• Excellent time management skills with experience of planning and managing your own workload
  
  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. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.


At Saga 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.

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 most comfortable and productive, either from home or in one of our hubs in London, Ashford or Sandwich.

BENEFITS AVAILABLE TO ALL COLLEAGUES:

• Our working week is 35 hours per week, these can be worked flexibly to suit your working style


• 25 days holiday + bank holidays


• Option to purchase additional leave up to 5 extra days


• Pension scheme matched up to 10%


• Life assurance policy on joining us


• Wellbeing programme


• Colleague discounts including family discounts on cruises and holidays


• Range of reductions and offers from leading retailers, travel groups and entertainment companies


• Enhanced maternity and paternity leave


• Grandparents leave


• Company performance related annual bonus - Up to 5%


• Income protection


• Access to Saga Academy, our bespoke learning platform