Guest Experience Continuous Improvement Lead

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- Folkestone Hybrid

Job Reference saga/TP/247980/3587

Contract Type:

Full Time

Permanent

Working Hours:

35

Location:

Folkestone Hybrid| Crawley Hybrid

Closing Date:

27/10/2026

Job Category:

Travel Operations

Community:

Business Unit:

At Saga we recognise that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day, that's why we have put together an amazing benefits package for all colleagues.

BENEFITS AVAILABLE FOR THIS ROLE:

• 25 days holiday + bank holidays
• Option to purchase additional leave - 5 extra days
• Pension scheme matched up to 10%
• Company performance related annual bonus
  - Up to 5%
• Colleague discounts including family discounts on cruises, holidays and insurance
• 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

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 at Saga.

We work in a hybrid way at Saga both at home and in the office at least 3 days a week

As our Guest Experience Continuous Improvement Lead, you’ll play a key role in ensuring our guests receive a consistently excellent experience, while supporting and developing the team. Your responsibilities will include:

• Supporting the day-to-day leadership of the Guest Experience team, coaching and developing colleagues to deliver high standards of customer service and complaint resolution.
• Overseeing complaint handling to ensure cases, including complex and…