Complaints Team Manager

Job Introduction

As a business we support a diverse group of customers and help them at various stages of their lives. Our complaint departments are specialists and require strong and dynamic leadership, working with compassion, empathy but doing so with precision & pace to maintain excellent service for our customers; internal and external.

In this role the Manager will be leading a team with energy, fun and pace to drive high engagement and colleague personal growth, while delivering exemplary standards of customer service, optimum productivity and the highest possible quality to meet Saga and FCA standards. In summary the role must maintain a smooth running and highly customer focused department that aims to continually challenge oneself for continuous improvement.

Role Responsibility

Working multi-skilled across the Support functions which may include any of the following : 

• Responsibility for an SSL or CHMC complaints department ensuring that all customer complaints are investigated and resolved to the highest possible standard aligned with Saga’s purpose and values
• Responsible for creating a root cause culture where trends and issues are identified and investigated through various formats, which you may lead to drive corrective action
• Responsible for operational performance, setting clear goals and expectations and managing performance exceptions with care and efficiency
• Responsible for forward planning using forecasting insight to ensure adequate resource is in place to meet demand
• Maintain high colleague engagement among their team
• Conduct selection and disciplinary interviews as required
• Provide effective and timely communication by holding regular team meetings, accurately minuted with action points allocated. Ensuring a clear 2-way of relevant comms so all colleagues are well connected and aligned
• Analyse own and other business processes to identify best practice, optimum efficiency, cost effectiveness, productivity and customer service. Lead with a level of curiosity so always seeking ways to improve
• Shared ownership, with your Manager, to set out clear parameters for the team to work within to ensure we comply with FCA DISP regulation and meet our own internal standards
• Regularly sampling of customer interactions and correspondence to ensure quality levels are in-line with expectation
• May be required to represent Saga at industry groups for Customer Relations/Complaint Handling

The Ideal Candidate

• Strong Customer Service Ethos 

• Strong, approachable leader with an ability to build a well-motivated, adaptable and enthusiastic team. 

• Excellent Communicator who is able to express themselves articulately and effectively via the spoken or written word. 

• Highly adaptable & flexible to meet the changing needs of the business. 

• Highly developed influencing and negotiation skills 

• Unflappable under pressure 

• Able to provide creative solutions to difficult problems 

• Excellent motivational & team building skills 

• High level of numeracy 

• Good PC Skills 

• A very accomplished listener 

• Possess a keen sense of fairness and equity. 

• Ability to accurately interpret data. 

Package Description

The standard benefits when you join Saga include: 

• Remote working available where possible
• 25 days annual leave plus bank holidays 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. 

Saga Group