Total 4 job vacancies by Saga

Call Quality Assurance Lead

Salary: Up to £30,000 Depending on experience

FT- 35 hours
Hybrid (Ashford or Crawley site depending on your location)

Our STG Operations team is seeking a QA lead, to be responsible for monitoring all customer journey channels, so that we can assess and record the experience we are providing on a case-by-case basis. Whilst ensuring clear, honest feedback is available for our colleagues in the contact center.

Our Ideal candidate will drive call quality within Operations by monitoring a volume of calls, emails and processed bookings, scoring both the soft skills displayed during the conversation but also the accuracy of the output in Tigerbay.

The QA Lead will work regularly with Regional Managers, Operations Managers and Business Trainers, to ensure that stakeholders are aligned in our pursuit of customer excellence.

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package.

• 25 days holiday + bank holidays
• Option to purchase additional leave up to 5 extra days
• Pension scheme matched up to 10%
• Life assurance policy on joining us
• Wellbeing programme
• Colleague discounts including family discounts on cruises and holidays!
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Company performance related annual bonus - Up to 5%
• Income protection
• Access to Saga Academy, our bespoke learning platform

As our QA Lead, you will be accountable for the following tasks:

• Identification and monitoring of a set volume of calls per Operational staff member in a reporting period.

• Providing an assessment score with supporting commentary – Collating scores in a database and distributing regular reports

• Calibrating the monitoring scores provided by our Regional and Ops Managers. (Ensuring consistency)

• Completing highly confidential investigations and writing summary reports

• Identification and distribution of calls for Senior Leadership to listen to

• Having a strong knowledge of processes and products to ensure you take ownership when monitoring calls and avoid unnecessary escalation

• Operating in a ‘continuous improvement’ culture, working with other leaders through Ops and L&D to not just provide scores but help improve performance

• Proactively reporting any pertinent information through line management

• Recording the source reason/purpose for the call from the customer viewpoint, to help drive overall improvement in service

• Able to articulate ideas clearly and effectively through both spoken and written channels.
• Meticulous in handling tasks, ensuring accuracy and precision.
• Ability to interpret data to recognise call trends and take action.
• Highly vigilant and inquisitive, able to identify and act upon potential risk items without support or guidance.
• Dependable and discreet, able to be entrusted with sensitive information.
• Skilled in organising and managing administrative processes efficiently.
• Capable of maintaining productivity and quality even in fast-paced environments.
• A desire to investigate and enquire where others may not, the ability to identify and follow through on gut instinct.
• Experienced in Report Writing and being accountable for regular submission of data and commentary.
• Strong capability with Excel and PowerPoint.
• Experienced using call recording platforms and an understanding of how to best identify and select calls.
• Experience in Customer Service or Contact Centre environments.
• Proven ability to work toward and surpass performance goals.
• Familiarity with travel industry practices, trends, and customer expectations is preferred.
• Experienced in PowerBI and/or Zoho Analytics is beneficial but not required.

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.

We’re passionate about diversity, equity, and inclusion. Championing diversity is important to us, and diverse teams really are the best ones. We’re dedicated to creating a culture where every colleague feels like they belong. So that at Saga, more than anywhere else, you can be your best, be yourself and make a difference.

Fair consideration is given to all applicants, including those with disabilities and those over who are over the age of 50. As champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams. We are also an official Disability Confident Committed 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

Quality Assurance Engineer (12 Month FTC)

Salary £23,000 – 27,000 dependent on experience

Ashford Hybrid

The Quality Assurance team play an integral role in our Insurance business ensuring an ever-improving experience for both our colleagues and customers.

As a QA Engineer you will be responsible for estimating, designing and executing test case scenarios to meet acceptance criteria and business needs. There will be a level of scripting, and executing automation test scripts as well as demonstrating the benefits of extended and expanded use of automated tools, allowing effective, efficient, and quality testing that delivers savings against manual testing. You will be play a lead role in all aspects of manual and automated testing within the scrum delivery teams ensuring high levels of quality and assurance.We offer total flexibility over where you work you choose a place that you feel most comfortable and productive, either from home or in one of our hubs in London, Ashford or Sandwich.

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.

We offer total flexibility over where you work you choose a place that you feel most comfortable and productive, either from home or in one of our hubs in London, Ashford or Sandwich.

BENEFITS AVAILABLE TO ALL COLLEAGUES:

• Our working week is 35 hours per week, these can be worked flexibly to suit your working style
• 25 days holiday + bank holidays
• Option to purchase additional leave up to 5 extra days
• Pension scheme matched up to 10%
• Life assurance policy on joining us
• Wellbeing programme
• Colleague discounts including family discounts on cruises and holidays
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Company performance related annual bonus - Up to 5%
• Income protection
• Access to Saga Academy, our bespoke learning platform

As QA Engineer you will be responsible for contributing to world class testing and assurance capability in support of our key business systems and services.

Your accountabilities will include;

• Constant communication with Scrum Coordinator, test, and development teams to develop a strong understanding of the changes, testing objectives, and progress.
• Contribute to sprint planning sessions and challenge acceptance criteria specifications where appropriate.
• Generate and maintain scripts to perform automated testing cycles that fulfil business requirements.
• Identify known defects and include scenarios in test scripts to reduce risk of these.
• Document, track and escalate defects in development packages as appropriate.

As one of our QA Engineers, you will need to be naturally curious and passionate about driving change from a customer-centric point of view.

Having a good knowledge of HTML, and Xpaths, as well as scripting and coding, would be an advantage.

Other skills and experience required include:

• Ability to work in a methodical manner
• Ability to investigate and fix causes of script failure
• Keen attention to detail and driven by quality
• Able to multitask
• Driven by quality
• Effective communication skills and ability to develop collaborative relationships
• Ability to suggest improvements in automation techniques and find ways to improve on efficiency
• Excellent verbal and written communication skills

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.

We’re passionate about diversity, equity, and inclusion. Championing diversity is important to us, and diverse teams really are the best ones. We’re dedicated to creating a culture where every colleague feels like they belong. So that at Saga, more than anywhere else, you can be your best, be yourself and make a difference.

Fair consideration is given to all applicants, including those with disabilities and those over who are over the age of 50. As champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams. We are also an official Disability Confident Committed 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-VL1

QA Lead

Salary: Up to £30,000 Depending on experience

FT- 35 hours
Hybrid (Ashford or Crawley site depending on your location)

Our STG Operations team is seeking a QA lead, to be responsible for monitoring all customer journey channels, so that we can assess and record the experience we are providing on a case-by-case basis. Whilst ensuring clear, honest feedback is available for our colleagues in the contact center.

Our Ideal candidate will drive call quality within Operations by monitoring a volume of calls, emails and processed bookings, scoring both the soft skills displayed during the conversation but also the accuracy of the output in Tigerbay.

The QA Lead will work regularly with Regional Managers, Operations Managers and Business Trainers, to ensure that stakeholders are aligned in our pursuit of customer excellence.

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package.

• 25 days holiday + bank holidays
• Option to purchase additional leave up to 5 extra days
• Pension scheme matched up to 10%
• Life assurance policy on joining us
• Wellbeing programme
• Colleague discounts including family discounts on cruises and holidays!
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Company performance related annual bonus - Up to 5%
• Income protection
• Access to Saga Academy, our bespoke learning platform

As our QA Lead, you will be accountable for the following tasks:

• Identification and monitoring of a set volume of calls per Operational staff member in a reporting period.

• Providing an assessment score with supporting commentary – Collating scores in a database and distributing regular reports

• Calibrating the monitoring scores provided by our Regional and Ops Managers. (Ensuring consistency)

• Completing highly confidential investigations and writing summary reports

• Identification and distribution of calls for Senior Leadership to listen to

• Having a strong knowledge of processes and products to ensure you take ownership when monitoring calls and avoid unnecessary escalation

• Operating in a ‘continuous improvement’ culture, working with other leaders through Ops and L&D to not just provide scores but help improve performance

• Proactively reporting any pertinent information through line management

• Recording the source reason/purpose for the call from the customer viewpoint, to help drive overall improvement in service

• Able to articulate ideas clearly and effectively through both spoken and written channels.
• Meticulous in handling tasks, ensuring accuracy and precision.
• Ability to interpret data to recognise call trends and take action.
• Highly vigilant and inquisitive, able to identify and act upon potential risk items without support or guidance.
• Dependable and discreet, able to be entrusted with sensitive information.
• Skilled in organising and managing administrative processes efficiently.
• Capable of maintaining productivity and quality even in fast-paced environments.
• A desire to investigate and enquire where others may not, the ability to identify and follow through on gut instinct.
• Experienced in Report Writing and being accountable for regular submission of data and commentary.
• Strong capability with Excel and PowerPoint.
• Experienced using call recording platforms and an understanding of how to best identify and select calls.
• Experience in Customer Service or Contact Centre environments.
• Proven ability to work toward and surpass performance goals.
• Familiarity with travel industry practices, trends, and customer expectations is preferred.
• Experienced in PowerBI and/or Zoho Analytics is beneficial but not required.

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.

We’re passionate about diversity, equity, and inclusion. Championing diversity is important to us, and diverse teams really are the best ones. We’re dedicated to creating a culture where every colleague feels like they belong. So that at Saga, more than anywhere else, you can be your best, be yourself and make a difference.

Fair consideration is given to all applicants, including those with disabilities and those over who are over the age of 50. As champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams. We are also an official Disability Confident Committed 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

Credit Control – Saga Cruise

Salary £23,000

Permanent

FT – 35 hours per week

Hybrid – 2 days in the office & 3 Home

Ashford, Kent

Closing date 30th May 2024

The Saga Cruise Finance team are recruiting for their busy credit control team. In this role you will be responsible for ensuring our guests are supported with any queries and payment processing on their final balances for their cruise bookings.

It is a critical role, you will be key to tracking all of our customers cash collection and will coordinate directly with customers and internal stakeholders.

A great opportunity for candidates looking to work as part of a large customer facing finance function. Gaining exposure to high volume credit control and reporting, also being able to support the wider accounts retrievable and finance team with ad hoc tasks and enquiries, including ownership of several reconciliations.

*You will be required to visit the Ashford Cruise Hub 2 times a week with 3 days working from home. You must be within a reasonable commuting distance to attend this office.

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.

• Our working week is 35 hours per week, these can be worked flexibly to suit your working style
• 25 days holiday + bank holidays
• Option to purchase additional leave up to 5 extra days
• Pension scheme matched up to 10%
• Life assurance policy on joining us
• Wellbeing programme
• Colleague discounts including family discounts on cruises and holidays!
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Company performance related annual bonus - Up to 5%
• Income protection
• Access to Saga Academy, our bespoke learning platform

Working in our Credit Control team, your key responsibilities will be to;

• Follow our Business Code of Conduct and always acting with integrity and due diligence.
• Deliver credit control of debt balances, for all types of cruise income, and maintaining notes on the internal reservation system.
• Liaise directly with customers collecting overdue debt balances.
• Report on debtor levels and taking ownership of follow up actions.
• Monitoring the customer accounts inbox and dealing with queries.
• Uploading statements to the general ledger system and reconciling.
• Supporting ad-hoc queries and other members of the team as required, including holiday cover.
• Supporting other requests, such as preparing financial due diligence checks for potential suppliers.
• Assist with implementing process improvement and proactively progressing/coordinating any actions.

Suitable candidates will already have been exposed to a credit control function and be keen to develop their finance career within a large customer facing business such as Saga. You will need to demonstrate the following skills and experience;

• Historical experience communicating directly with customers.
• Proficient with MS Office applications.
• Strong communication skills are essential, being one of the primary points of contact within a small team and communicating directly with customers.
• Accuracy and the ability to self-review is key.
• Flexible and able to manage multiple work streams and to cope under pressure in a fast-paced environment.
• Identify training needs to resolve gaps in knowledge and skills.

Desirable:

• Be keen to develop a career in Finance and already be studying either AAT, ACCA, CIMA.
• Have worked in a finance or specifically a credit control department already.

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 Committed 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