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Claims Customer Care Complaints Officer

3 months ago

Folkestone, Kent, United Kingdom Saga Full time
Job Introduction

At Saga we're radically flexible which means our colleagues have total autonomy over where they work - home, hybrid or hub. This role has a hybrid element which means our team come together when we need to collaborate.


At Saga we believe in exceptional experiences everyday whilst being a driver for positive change in our markets and communities.

Our values are precision pace, empathy, curiosity, collaboration. If this resonates with you then
it's time to do the best work of your life
And right now, we are looking for a
Claims Customer Care Complaints Officer to join our team. Saga is leading the market with innovative insurance and financial products.

In this role you will be you will need to actively manage, communicate, and create a culture where we can maximise on performance and deliver excellent customer service to our customers.


In this role we trust and empower colleagues to do the right thing, guided by our customer mantra and values and treating customers fairly.

As we continually deepen expertise across a diverse range of vulnerabilities, we encourage our colleagues to specialise in certain topics and externally network and train to help us become a centre of excellence.

Collectively we will help colleagues and customers alike to continually improve how we support people.


You will be taking ownership and full control of the customer interaction ensuring that their needs are understood and met, thereby avoiding unnecessary escalation, and providing one stop resolution.


The role will be diverse and will evolve in line with business and FOS guidance, so an open mind and willingness to change is key Primary focus is to amicably resolve first level complaints where extensive investigations are not required, closing on the telephone wherever possible.


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.

If this is of interest to you then we would be keen to hear from you

Main Responsibilities

  • Setting the highest standards and acting as a customer champion when dealing with our customers.
  • Take ownership and control of the customer interaction ensuring that their needs are understood and met, thereby avoiding unnecessary escalation, and providing one stop resolution.
  • Challenging existing processes, procedures, and mindsets to help drive change.
  • Liaising with suppliers to ensure optimum customer experience.
  • Maintaining good levels product knowledge and growing your portfolio for maximum diversity.
  • Achieving qualitative and quantitative targets as set by the line manager.
  • Recognise and deliver opportunities to delight customers to build greater loyalty and retention.
  • Highly motivated selfstarter who seeks continuous improvement.
  • Demonstrates a passion for customer and service excellence.
  • Excellent verbal and written communication skills with developed active listening.
  • Analytical and methodical, with the ability to think of innovative solutions.
  • Ability to master new requirements quickly.
  • Excellent time management skills with experience of planning and managing their own workload.
  • 1Insurer knowledge is desirable.
  • Good knowledge of saga products and our claims journey.
  • Proven track record of highquality results, particularly customer experience.
  • Excellent standard of written and spoken communication.
  • Experience working in problem solving roles advantageous.
  • Experience working to timescales and deadlines.

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
About The Company
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.


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.


_To all recruitment agencies:
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.

Any engagement with employees or provision of CVs to employees within Saga where you have not engaged with the Talent Acquisition Team will be considered speculative and Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

_
LI-Hybrid

Package Description
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 day