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Saga Magazine Service Delivery Agent

Please Note: The application deadline for this job has now passed.

Job Introduction

Saga is a trusted brand which achieves over 87% recognition from the UK’s over 50s. With our differentiated products and a unique route to market we are able to offer outstanding service and we mirror this with outstanding career possibilities.

…And right now, we are looking for a Saga Magazine Service Delivery Agent to join us 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, you'll take Inbound calls to sell our Saga magazine subscriptions, as well as outbound calling Saga membership ballot winners.

You will bring excellent customer service and sales skills to this role.

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.


Role Responsibility

  • To sell subscriptions to Saga Publishing titles, including upselling and cross-selling of offers and payment methods
  • To provide excellent levels of customer service, ensuring customers are strongly valued
  • To minimise cancellations through persuasive selling and save techniques
  • To sort, batch and process manual subscription coupons
  • To accurately process cheque banking reports of subscription payments
  • To maintain department SLA through multi-tasking and flexibility including calling out or calling back customers when required
  • To provide first class customer service in relation to:
  • Written and Email correspondence
  • To communicate with internal and external customers in a professional manner
  • To process BACS, Direct Debit and Credit Card payment rejects
  • To respond efficiently and knowledgeably to customer queries, ensuring all customer requirements are met
  • To prioritise workloads to ensure the needs of the customer and the department are achieved
  • To sell and promote reader offers and premiums, including special partnership offers
  • To problem solve subscription abnormalities
  • To respond efficiently and knowledgeably to Possibilities queries
  • To meet GDPR requirements ensuring contact preferences up kept up to date
  • To maximise Membership activation opportunities
  • To accurately maintain customer records on ACS, AFE and the GMD
  • To provide personal support through deceased calls and deceased correspondence
  • To offer excellent customer service to our Possibilities members through the Ballots and Events RSVP lines
  • To outbound Possibilities ballot winners
  • To be compliant with the standards set by various regulatory bodies
  • To demonstrate a good understanding around GDPR compliance and guidelines
  • To use product knowledge to ensure the customer has as much relevant information at the time of contact to assist with their query or transaction
  • To ensure that all customer queries or transactions are handled in an efficient, timely and professional manner
  • The ability to handle difficult objections, criticisms and complaints without getting drawn in to emotion

The Ideal Candidate

Capability, Knowledge and experience:

  • Proficient in use of Microsoft packages and willing to learn software packages necessary to the team
  • Well-developed keyboard and PC skills
  • Flexibility to move between Inbound, Outbound and Admin roles as the work dictates

​Personal Characteristics:

  • Excellent communication skills
  • Excellent listening skills
  • Sales orientated
  • A confident, persuasive and positive attitude
  • Highly motivated and ability to work under own initiative to achieve results
  • Excellent customer service and sales skills
  • Excellent learning ability
  • Excellent organisational skills
  • Excellent problem-solving capabilities
  • Ability to work to a high degree of accuracy
  • Ability to work under pressure
  • Ability to be flexible and adaptable, to accommodate business and customer needs
  • Ability to multi-task
  • Ability to demonstrate self- control and stay calm under pressure

Package Description

The standard benefits when you join Saga include:

  • Option to purchase a further 5 days annual leave per year
  • Free private medical insurance after 1 years service
  • Pension
  • AXA Be Supported
  • Apples Nursery (Folkestone only and on a waiting list basis)
  • Free fruit 
  • Give as you earn
  • Free eye tests
  • Honeymoon benefit
  • Sharebuy
  • Salary finance
  • Discounts on Saga holidays and insurance products
  • A range of reductions and offers from leading retailers, travel groups and entertainment companies
  • Long service awards

About the Company

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. If you need support at any point with your application please let us know as we will be happy to help.

Learn more about the Saga business by watching our Saga plc 2019 AGM film below:

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.


Saga Group

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