Part Time Contact Centre Agent
Job Introduction
** Remote/home working allowed **
With a hybrid approach requiring some days in our Folkestone office. You will need to be within a reasonable commuting distance from Folkestone to undertake this role.
Please note! We will contact you through email so check your Junk or Spam folders.
As an already market-leading insurance company; our goal is to make it count, making do will never do! Here at Saga, as we go past our 70th year, we continue our transformational journey to become a market leader in delivering the exceptional for our customers and colleagues and we want exceptional people like you, to join our team.
Dealing effectively with incoming calls about a range of insurance products and transactions is what this job is about. A real chance to make the most of your excellent customer service and sales skills in a truly customer-focused role. You will spend each day finding and fulfilling a variety of needs, including bringing onboard new customers, keeping existing ones, and promoting other fantastic Saga products at every opportunity as you work towards sales targets. The role is phone-based so you will need to love the art of conversation!
In short, you will deliver high-quality service and create exceptional experiences for our loyal customers by displaying professionalism and ownership of each call.
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 have roles within our Insurance team starting at £19,821 per annum pro rata. We also offer fantastic pay progression, a monthly reward scheme and other excellent benefits. It’s a great time to join us!
We understand that full-time doesn’t suit everyone so we offer a range of part-time shifts that can fit around your busy life. These range from 20hrs to 35hrs and cover a variety of days, weekends, evenings etc.
We will ask you to select your preference when you make your application.
Please be advised that training would need to be undertaken on a full-time basis (Mon-Fri 9am – 5:30pm) for the first 6 weeks and you will be paid the full-time equivalent during this time.
Role Responsibility
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To provide our customers with exemplary service by dealing with all calls efficiently, accurately, and promptly
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To contribute proportionately to the Team’s achievements of all KPIs, as set by the Team Manager
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To meet and exceed the quality standards set by Saga in handling calls and ensure that all promises to our customers are fulfilled
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To give flexibility in working arrangements to ensure customer demands are satisfied
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To use questioning and listening skills to fulfill customer requirements and needs
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To develop and keep a thorough understanding of all products and processes
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To be able to deal with demanding situations in an empathetic and professional manner
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To keep client confidentiality always
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To be able to investigate and resolve any customer complaints delivering first-class customer service
The Ideal Candidate
We are looking for new colleagues who share our values and have the right skills in the following areas:
- Precision pace whilst working in a busy, fast-paced customer service environment with an emphasis on sales
- Empathy and taking ownership of the customer’s journey, going above and beyond for each customer, and overcoming and finding solutions to their queries and complaints should they arise
- Curiosity and ability to use their experience and knowledge for influencing and negotiating
- Collaboration to succeed in working to demanding targets, KPIs and deadlines whilst remaining self-motivated and driven
- Digital skills and able to articulate strengths in using typical technologies for work such as laptops and Microsoft Office.
You will need to be able to work from home and come into the Folkestone office as this role is a remote office hybrid role.
Package Description
This is what you will get when you join us:
- Starting salary of £19,821 plus commission pro rata
- Pro rata salary rises as you become Competent, £20,892, through to Skilled, £23,035, and on to Mastery, £24,462. This is achieved by consistent demonstration of values, commitment to ongoing learning, and meeting key targets along the way.
- Dress for your day dress code policy - basically casual dress!
- An enhanced holiday allowance – pro rata 33 days holiday inclusive of bank holiday allowance and the opportunity to purchase an additional 5 days holiday each year.
- Paid volunteer days
- Free private medical insurance after 1 years' service
- Generous Workplace Pension
- A range of wellbeing initiatives and support including Unmind and AXA Be Supported
- Discounts on Saga holidays and insurance products which extend to your family
- A range of reductions and offers from leading retailers, travel groups, and entertainment companies
- Team centered comprehensive training with opportunities to gain new skills and experience
- Exceptional and modern on-site facilities for when you come into the office
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 that meet their evolving needs.
You can find out more about the Saga journey and our approach to hybrid working here:
https://www.saga.co.uk/careers/about-us
If you need any advice or support with your application you can find that here:
https://www.saga.co.uk/careers/application-advice
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
