Customer Support Team Manager

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. 

With visits to the Folkestone office required so the role would suit those that are Kent and East Sussex based and would require a broadband internet connection of 10mbps if you were to be successful with your application.

And right now, we are looking for a Customer Support Team Manger. in This role you will be responsible for managing a Customer Support Team to deliver effective and efficient experiences for both Customer and Colleague whilst ensuring I deliver the objectives of the business regarding improvement, efficiency, and customer experience.  

You will be focused on driving excellent customer services through effective people and performance management by coaching, developing, and motivating team members.  

You will bring a keen eye for detail matched with the ability to master new requirements quickly. You need to be self-motivated and have a good standard of written and spoken communication is essential. 

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. 

So, if you have excellent coaching and supporting skills, then we would like to hear from you.

Role Responsibility

• Be personally responsible for the operational performance of the team, ensuring a balance of long-term results whilst balancing short term priorities whilst delivering key KPIs. 

• Ensure effective people management – engagement, motivation, skilling, underperformance management. Adopt a proactive approach to performance management by coaching, developing, and motivating Team Members to fulfil their potential and deliver business targets.  

• Continuously review process and procedure to ensure optimal customer and colleague outcome. 

• Management and support of the key strategic projects for Insurance. 

• Continually develop, encourage, and promote the Saga culture, values, and behaviour. 

• Build concept of change and continuous improvement into the future vision and direction across the business. 

• Responsible for maintaining clear and consistent lines of communication between Team Members, ensuring all staff receive information in a timely manner. 

• Demonstrate an understanding of products, procedures and systems across the business and ensure the knowledge is kept up to date. 

• Manage and monitor risks and performance affectively to ensure no failures in performance which could result in significant detriment to the Saga business. 

• Work in collaboration with your peers and colleagues and build a strong cross company network. 

• Communicate and work with our external partners and suppliers to improve our customer experience.  

• Role model the Saga values to all colleagues. 

• Support in the recruitment of colleagues with a key focus on colleague retention to maintain headcount. 

• Encourages a keen sense of team spirit by formulating, measuring, and evaluating key objectives with line manager. 

The Ideal Candidate

• Management of people including KPI, Service Levels and Customer Experience. 

• Management of risk and controls. 

• Able to prioritise, plan and organise. 

• Demonstrates strong resilience and adaptability.  

• Ability to thrive in a fast paces environment where you may need to change thinking / direction at any given moment. 

• Excellent communication, presentation, and organisational skills. 

• Experience in managing performance and development of direct reports. 

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

• 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