Complaints Administrator
Salary - Up to £22000 per annum dependent on experience
Permanent
Part Time/Job Share.
Kent Hybrid (Ashford or Sandwich)
As a business, we support a diverse group of customers and help them at various stages of their lives. Our Complaints team specialise in being customer champions looking to restore advocacy and loyalty during and following a complaint. Whilst helping those most in need and doing so with compassion, empathy and the utmost care to support them through the difficulties that may have brought them to the Complaints Team.
When things go wrong, our complaint handlers will work to restore trust and confidence in the Saga brand. The Complaints Administrator will demonstrate customer centricity and aid the department in delivering the best possible customer outcomes.
This role will be focused on adherence to regulated requirements and efficiency, along with accurate and timely logging of all complaints/queries that come into Customer Relations and assisting your colleague in the distribution of letters and documents to customers. We want to be the best, so we will encourage external networking to seek out best practices and will require the candidate to investigate and provide recommendations for improved product /business/operational processes. The role will form part of the Complaint function and will report to Complaints Team Manager.
We offer flexibility over where you work – you choose a place where you feel most comfortable and productive, either from home or in one of our hubs. We come together regularly at one of our hubs in either Ashford or Sandwich.
Saga is delighted to be able to offer this role as a job share and is looking to recruit 2 new colleagues, each on a part-time basis.
Package DescriptionEveryday 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
Main ResponsibilitiesAs a Complaints Administrator you will be responsible for accurately recording and logging customer complaints on our complaints system. This will require you to identify each part of the complaint so it is logged correctly, and all information added accurately to ensure we are meeting regulatory requirements. It will also ensure the complaint executive has a clear understanding of what the complaint is and can focus on the resolution for the customer safe in the knowledge that the complaint record has been set up correctly.
Other accountabilities will include:
Monitoring personal inbox to ensure anything sent to a personal email is passed on correctly.
Responding to customer correspondence prior to the issue of our final response, to let them know that we are still looking into their complaint. This includes ensuring that any additional complaint parts raised by the customer are added to the case where necessary.
Supporting in the management of the Customer Relations inbox and all items received ensuring they arrive at the correct place within agreed SLA’s.
Providing cover and support to the Full-time admin assistant during busy times or when they are absent from the business.
Supporting in the management and distribution of all Subject Access Requests ensuring they are sent within regulatory timescales.
Carrying out any function that the Management Team deems necessary and to contribute to the company’s general strategy as and when necessary.
Being aware of the legal and regulatory responsibilities of the company in order to ensure cases are logged correctly.
Finding solutions, suggesting improvements and implementing changes as appropriate.
The Ideal CandidateYou will need excellent communication and time management skills along with a passion for the customer, brand and service excellence.
Other skills and required include:
Strong customer service ethos
Knowledge of Microsoft Office (Excel, Word etc.)
Developed keyboard and PC skills
Must be efficient as role requires to be able to work at pace and maintain quality standards
Should be methodical and able to work in ordered fashion
Must be able to work to tight timescales and with limited supervision
Able to work to a high degree of accuracy, often under pressure
Knowledge of complaints preferable
About The CompanyOver 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.
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