Customer Enhancement Manager

*At Saga we work flexibly which means our colleagues have autonomy over where they work – at home or hybrid. This role has a small hybrid element which means that our team come together when we need to collaborate*

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.

And right now we are looking for a Customer Enhancement Manager to join Saga at this exciting time to help drive improvements across our contact centres. You will be joining us as we implement a new tool and working with your team to drive improvements for both colleagues and our valued customers.

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.

• Line management of Speech Analysts and Performance Coaches
• Partnering with key business stakeholders to ensure value is realised
• Benefits tracking the Speech Analytics programme of work
• Governance within the Speech Analytics department
• Working with Call Miner to ensure any upcoming changes are understood and benefits taken advantage of
• Driving the adoption of Speech Analytics within the operation

• Ability to lead and manage a small team
• Confident in partnering with other areas of the business
• Strategic thinking
• Leadership Skills
• Strong written and verbal skills
• Able to build solid working relationships.

Our Saga Values:

• Precision Pace - Always owning and making things happen.
• Empathy – Always aware of others.
• Curiosity – Always asking why.
• Collaboration – Always one team, the Saga team!

Over the past 70 years we have 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, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

At Saga 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.

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 employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.

Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

#LI-Remote”

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