Guest Experience Continuous Improvement Lead

£28000 to £32,000

Permanent Hybrid / Crawley or Folkestone – 3 days a week in the office, with travel as required by the business

At Saga, we believe that great customer experiences are about more than the products and holidays we offer, they’re about how we make people feel, the care we show and the way we put our customers first, especially when things don’t go to plan.

As a trusted specialist serving people over 50, we’re passionate about creating memorable experiences for our customers, whether they’re travelling with us on one of our holidays or cruises or engaging with another part of our business. We’re now looking for a Guest Experience Continuous Improvement Lead to join our team and help us take the way we support our guests to the next level.

This is an exciting opportunity for someone who is passionate about customer service, enjoys developing people and has a real eye for spotting ways to make things better. Working closely with the Head of Guest Experience, you’ll play a pivotal role in improving how we manage complaints, support our colleagues and deliver fair, consistent and empathetic outcomes for our guests.

You’ll combine hands‑on involvement in complex customer complaints with coaching, quality assurance and continuous improvement. From helping colleagues build their confidence and capability to reviewing processes, improving customer communications and identifying lessons we can learn, you’ll help ensure every interaction reflects Saga’s commitment to excellent service.

You’ll also support the day‑to‑day leadership of the Guest Experience team, helping to create a positive, collaborative environment where colleagues feel supported to do their best work. As well as improving the experience for our guests, you’ll have the opportunity to make a meaningful difference to the experience of the people delivering that service.

If you’re a customer‑focused leader who enjoys solving problems, developing others and turning feedback into positive change, this could be a fantastic opportunity to make your mark  work in a hybrid way at Saga both at home and in the office at least 3days a week