Guest Experience Continuous Improvement Lead

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 3 days a week.

• 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 escalated complaints, are investigated and resolved fairly, empathetically and within agreed timescales.
• Reviewing customer correspondence and compensation decisions to ensure consistency, quality and alignment with Saga's standards, tone of voice and relevant industry regulations.
• Identifying and leading opportunities to improve complaint handling processes, workflows and ways of working, helping to enhance efficiency and customer satisfaction.
• Carrying out quality assurance reviews, monitoring team performance and using feedback and lessons learned to identify training needs and improve service delivery.
• Supporting workload management and service level performance, addressing operational challenges and helping the team manage peak periods or disruption.
• Building strong relationships with colleagues across Saga, overseas partners and suppliers to ensure customer concerns are resolved effectively.
• Supporting the introduction of new systems, guidance and procedures, while championing a culture of accountability, collaboration and continuous improvement.

We're looking for someone who genuinely cares about the customer experience and understands the difference that a thoughtful, fair and empathetic approach can make. You'll be a confident and supportive leader who can help colleagues develop, navigate challenging situations and deliver consistently high standards.

You'll enjoy getting to the heart of a problem, identifying what could be done better and turning those ideas into practical improvements. Just as importantly, you'll be comfortable balancing customer needs with business requirements, making considered decisions and building strong relationships across teams.

• Experience leading,…