Quality Lead

Job Introduction

** Remote/home working allowed **

With market-leading, innovative insurance, and financial products the transformation of our business makes the Saga Group an extremely exciting place to be as we move toward the Saga 70th anniversary in 2021. 

The Insurance business is the largest part of the Saga Group. It provides tailored products including the recently launched fixed price insurance product, and right now, we are looking for a Quality Lead to join our insurance team at an exciting time in Saga’s history.

As a Group, Saga is taking to the seas in our brand new, luxury cruise ships and leading the market with innovative insurance and financial products.  

We are looking for ­­­­­­­­­­­­­­­The Quality Lead with report directly to the Head of Customer Advocacy and is responsible for quality assurance activity for the complaints function in Saga Services Ltd.

At its heart the role requires you to assess the handling of complaints to ensure we meet regulatory requirements, enable fair customer outcomes, and are delivering on our promise to deliver exceptional customer experiences every day.

In this Lead position, you will also undertake a means of coaching where common competence or process deficiencies are a focus of continuous improvement, and to achieve this you will work collaboratively with complaints Managers and Handlers, and other operational colleagues.  The role also requires audit findings to be collated into insightful presentations for the wider Saga Services team to review.

The job holder will possess excellent personal and leadership skills, with the ability to collaborate closely with business stakeholders across multiple entities

Role Responsibility

• Providing independent assurance that customers are consistently receiving fair outcomes by conducting regular quality audits for complaints handlers
• Providing independent assurance that the firm is discharging its regulatory obligations in relation to the fair treatment of customers, and escalating area of concern
• Ensuring that instances of unfair outcomes are identified and remediated in a timely manner
• Identifying the root cause of failures, for example colleague’s competence or process
• Providing a means of coaching for colleagues where a consistent view is required, and supporting complaints Managers with coaching requirements where additional support
• Facilitating continuous improvement by means of feeding back learning points to improve the quality and consistency of Saga colleagues
• Be responsible for providing Quality Assurance MI on a weekly, monthly, or ad hoc basis to report to the Quality Assurance Committee
• To generate new ideas, identify possible solutions and implement changes to make sure the service provided for customers is accurate and exceptional
• To develop and maintain a thorough understanding of current business and regulatory guidelines to ensure the business adheres to regulatory standards safe guarded by the Financial Conduct Authority. This includes IDD, DPA and GDPR regulations
• To be able to work under own initiative to achieve results
• To be able to work professionally with colleagues across the business and adhere to Saga core principles
• Be proactive in identifying and understanding potential risks across the business to avoid future regulatory concerns.
• To be FCA tested and compliant in multiple products/ companies across the business and willingness to continue to grow individual skill set
• Inspire and encourage team co-operation to develop individual’s performance and full potential. Offer input and support to help maintain motivation throughout their progression.
• Undertake adhoc requests outside of core role for team management
• Being accountable to Management level
• Keeping up to date with regulatory developments

The Ideal Candidate

• Understanding of Operations
• To be able to compile packs and data and present this to our internal SSL stakeholders
• Coaching or feedback
• Working in a customer driven role
• Excellent PC skills including Word and Excel
• Good typing skills
• Knowledge of internal Saga packages would be advantageous

Package Description

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.

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

We want all our candidates to have the best possible chance of doing well during our recruitment process so we have created some videos which will help with your CV: 

And some helpful tips should you be invited to interview: 

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. 

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