Job Introduction
Dialler and Contact Strategy Lead
£35,000 - £39,000 per annum dependent on experience
Permanent
Hybrid – monthly visits to London and Folkestone
Its an exciting time to join our Insurance business at Saga as a Dialler and Contact Strategy Lead within our Insurance Operations team.
In this newly created role, you’ll report to the Head of Automation & Process and be responsible for leading the design and optimisation of the outbound contact strategy within operations.
You’ll join us at a pivotal time in our Insurance transformation, was we push forward in our vision to provide our experience customers with best-in-class insurance products that support their individual needs
Your day to day will include analysing various data streams across our PMI campaigns, identifying opportunities for improvement to our outbound dialler strategy and implement to assist the continual growth and development of the business.
You’ll come with previous experience working with a dialler within a outbound sales, or contact centre environment. With an organised and methodical approach, prioritising tasks to ensure that the business meets contact and revenue targets, whilst remaining compliant with FAC regulations for outbound dialling.
We work in a hybrid way at Saga both at home and in the office. When you do come into the office, it’ll be with a real purpose in mind. Our operations teams come together monthly in either London or Folkestone, to collaborate and share success as a function.
Role Responsibility
As our new Dialler & Contact Strategy Lead you will be responsible for leading the outbound strategy with a key focus on optimisation of leads for our PMI product.
Other accountabilities, will include:
• Owning the set-up, configuration and ongoing optimisation of the outbound dialler tool
• Tracking, analysing and reporting on campaign effectiveness providing actionable insight to senior stakeholders
• Ensuring the outbound campaigns comply with relevant regulations i.e. GDPR, Consumer Duty
• Driving continuous improvement in outbound performance through data-driven decision making
• Identifying opportunities for additional leads to drive more conversion
The Ideal Candidate
You’ll be an experienced working with a Dialler or Proactive Outbound Manager (POM).
Whilst experience working withing the Insurance sector would be of advantage; we would be open to considering candidates from any outbound industry.
Other experience required includes:
• Proven track record of optimising dialler systems for increased efficiency and revenue growth.
• Strong project management and campaign planning skills
• Excellent communication and collaboration skills
• Analytical mindset with a focus on data-driven decision-making.
• Exceptional attention to detail
• Effective time management in a fast-paced, deadline-oriented environment
• Ability to organise, prioritise, adapt to change, and excel in a fast-paced team environment.
• Previous experience of managing outbound campaigns, within a regulated environment
Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special
Package Description
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 TO ALL COLLEAGUES:
1. 25 days holiday + bank holidays
2. Option to purchase additional leave - 5 extra days
3. Pension scheme matched up to 10%
4. Company performance related annual bonus - Up to 5%
5. Life assurance policy on joining us, 4 x salary
6. Wellbeing programme
7. Colleague discounts including family discounts on cruises, holidays and insurance
8. Range of reductions and offers from leading retailers, travel groups and entertainment companies
9. Enhanced maternity and paternity leave
10. Grandparents leave
11. Income protection
12. Access to Saga Academy, our bespoke learning platform