Sales and Service Call Centre Agent

Job Introduction

Sales & Service Call Centre Agent

Salary - £21,938

Permanent

FT – 37.5 hours per week on a rotational shift pattern (including some weekends)

Remote

Start date: 28th February 2024

Saga Insurance is a modern, fast paced, challenging sales and customer service environment. As a Call Centre Agent, you will spend each day fulfilling a variety of needs by selling our fantastic range of Saga products as well as providing first-class customer service to our new and existing customers.

Dealing effectively with inbound calls regarding a range of products and transactions is what’s involved here. A real chance to make the most of your excellent customer service skills. You’ll spend each day identifying and fulfilling a variety of needs, including bringing on board new customers, retaining existing ones and cross-selling at every opportunity. In short, you’ll provide a high-quality service and prove that nothing is too much trouble. **

Role Responsibility**

• Converting quotes into sales, always focusing on customer retention and exceptional service
• Investigate and resolve incoming customer complaints, escalating to appropriate channels accordingly
• Become a product expert and understand each customer’s needs to provide real, effective solutions and deliver exceptional customer service
• Contribute proportionately to the teams achievement of all KPI’s as set by the Team Leader
• Meet and exceed the quality standards set by Saga in handling calls and ensure that all promises to our customers are fulfilled
• Maintain positive attitude in the face of customer concerns
• Additional duties and responsibilities may be assigned based on the ever-evolving service and support our customers require.

The Ideal Candidate

• Excellent verbal and written communication
• Ability to collaborate with team members and develop relationships cross-functionally and remotely in a team environment
• Natural tendency to quickly problem-solve in the most stressful situations
• Excellent time management capabilities with strong attention to detail
• Ability to multitask and prioritise accordingly based on assigned deadlines
• Strong ability to manage difficult situations and challenging customers
• Capacity to take ownership of resolving the customer issue and act as an advocate
• Capability to learn new systems and tools in a fast-paced environment
• Ability to develop and apply innovative solutions to solve challenges in ambiguous situations
• Strong ability to ask questions and think critically to uncover root cause of customer issue

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!

Package Description

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.

Benefits available to all colleagues:

• 25 days holiday + bank holidays
• Option to purchase additional 5 days
• Pension scheme matched up to 10%
• Life assurance
• 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
• Income protection
• Access to Saga Academy, our bespoke learning platform

About The Company

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.**

Saga Group