Claims Complaints Rapid Responder

Job Introduction

** Remote/home working allowed **

Our people are everything to us. The way they deliver exceptional experiences every day for our customers, for their colleagues. The way they own what they do. Their 'Why's it like that?' curiosity. How they always think of others and work together to get things done. For us, for you, make do will never do. Good enough? Not even close. Come and do the best work of your life alongside lovely colleagues. Come to Saga. 

…And right now, we are looking for a Claims Complaints Rapid Responder at an exciting time in Saga’s history. As a Group, Saga is taking to the seas in our brand new, luxury cruise ships, leading the market with innovative insurance and financial products. 

In this role we trust and empower colleagues to do the right thing, guided by our customer mantra and values and treating customers fairly.  As we continually deepen expertise across a diverse range of vulnerabilities, we encourage our colleagues to specialise in certain topics and externally network and train to help us become a centre of excellence.  Collectively we will help colleagues and customers alike to continually improve how we support people. 

You will be taking ownership and full control of the customer interaction ensuring that their needs are understood and met, thereby avoiding unnecessary escalation, and providing one stop resolution. 

The role will be diverse and will evolve in line with business and FOS guidance, so an open mind and willingness to change is key! Primary focus is to amicably resolve first level complaints where extensive investigations are not required, closing on the telephone wherever possible. 

And in return, you can look forward to all the responsibility and involvement of an integral role, providing you with a rewarding and fast-paced career with an excellent benefits package.  

If this is of interest to you then we would be keen to hear from you!

Role Responsibility

• Setting the highest standards and acting 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.  

• Challenging existing processes, procedures, and mindsets to help drive change. 

• Liaising with suppliers to ensure optimum customer experience. 

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

• Achieving qualitative and quantitative targets as set by the line manager.  

• Recognise and deliver opportunities to delight customers to build greater loyalty and retention. 

The Ideal Candidate

• Highly motivated self-starter who seeks continuous improvement. 

• Demonstrates a passion for 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 their own workload. 

• 1Insurer knowledge is desirable. 

• Good knowledge of saga products and our claims journey. 

• Proven track record of high-quality results, particularly customer experience. 

• Excellent standard of written and spoken communication. 

• Experience working in problem solving roles advantageous.  

• Experience working to timescales and deadlines. 

Our values are:

• Precision Pace - Always owning and making things happen.

• Empathy – Always aware of others.

• Curiosity – Always asking why.

• Collaboration – Always one team, the Saga team!

Package Description

The standard benefits when you join Saga include: 

• Remote working available where possible

• 25 days annual leave plus bank holidays from Jan 2022 with the choice to buy a further 5 days annual leave per year 

• Free private medical insurance after 1 years' service 

• Workplace Pension 

• AXA Be Supported 

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

About the Company

Having spent our first 30 years focused on travel, Saga launched Saga Magazine and developed home and motor insurance and financial services in the 1980s. Private medical and pet insurance followed in the 1990s, along with the launch of our own cruise ship operation. The strength of the Saga brand provides the Group with the ability to develop in-house or partner with suppliers to offer our customers and members highly differentiated, competitively priced products which meet their evolving needs.

Saga exists to help our customers and members lead the life they want to lead. To succeed in this, we know that the most important thing to do is to listen to our customers and members. At the heart of our business model is our drive to know more about our customers’ wants and needs so we are best placed to serve them.

Applying this approach over the past 70 years has enabled us to 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 and is recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

When you join Saga 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. Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity.

We are an official Disability Confident Committed 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 Women 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 HR Recruitment Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga is not responsible for any fees related to unsolicited CVs.

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Saga Group