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- Tasks: Analyse customer calls to enhance experiences and identify improvement opportunities.
- Company: Saga, a trusted brand for over 50s in the UK, with a focus on exceptional service.
- Benefits: 25 days holiday, pension scheme, performance bonuses, and wellbeing programmes.
- Why this job: Make a real impact by turning data into actionable insights for our customers.
- Qualifications: Analytical skills, strong communication, and experience with SQL preferred.
- Other info: Hybrid working model with a supportive and inclusive company culture.
The predicted salary is between 30000 - 34000 £ per year.
Our Speech Analysts play an important role in providing exceptional experiences every day to our valued customers.
Why are our customers calling us? Are we dealing with customer calls effectively? How can we improve our processes and product offerings in the future? These are questions that your analysis will provide answers to. The analysis undertaken will support and create new opportunities in strategic programmes across the Saga Group in this dynamic role. Working in a direct team of 3, you will be supporting our Insurance contact centre with insight, trends and analysis. This will help provide support and new opportunities in strategic programmes across our Insurance business. We work in a hybrid way at Saga both at home and in the office. This role requires you to be working from our Folkestone office roughly once a month, allowing us to collaborate and share success as a business.
Role Responsibilities
- Working closely with the business stakeholders to understand business needs and interpret them into meaningful pieces of analysis.
- Proactively identify opportunities for improvements through data analysis within the speech platform.
- Creation and maintenance of categories to support analysis or tracking.
- Turning large data sets into actionable insight.
- Creation of dashboards and insight packs where appropriate.
- Governance and controls in relation to the speech platform.
- Peer to peer supporting and mentoring.
The Ideal Candidate
Whilst experience working as a Speech Analyst is desirable, we would be open to considering candidates with an analytical background in an operational environment. Experience within insurance or financial services would be advantageous. Other skills and experience required include:
- Ability to succinctly summarise large data sets.
- Strong communication and stakeholder management.
- Attention to detail and analytical.
- Able to provide insight and tell stories through data.
- Competent use of SQL.
Package & Benefits
At Saga we recognise that our people make us special. We have put together an amazing benefits package for all colleagues:
- 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%.
- Life assurance policy on joining us, 4 x salary.
- Wellbeing programme.
- 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.
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. We’re 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. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine. We aim to be the most-trusted brand for older people in the UK. Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other. Our values underpin our approach and help guide us to deliver our purpose. We’re committed to making sure that colleagues can be their best, be themselves and make a difference – more than anywhere else. We do this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity and respect in an environment that is free from discrimination and harassment.
Thanks to our people, Saga has been ranked 6th in the UK’s Best Employers 2025 by the Financial Times and Statista. This recognition, based on the voices of 20,000 employees across the UK, is a testament to the great culture we’ve built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work. We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge. We’re also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible. Your application will have fair consideration, and you’ll receive personal communication throughout your applicant journey when you apply to join Saga.
Speech Analyst in Folkestone employer: Saga plc.
Contact Detail:
Saga plc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Speech Analyst in Folkestone
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working at Saga. A friendly chat can open doors and give you insider info on what they're really looking for.
✨Tip Number 2
Prepare for the interview by diving deep into the role of a Speech Analyst. Brush up on your SQL skills and think about how you can turn data into actionable insights. Show us you can tell a story with numbers!
✨Tip Number 3
Practice your communication skills! You’ll need to summarise complex data clearly. Try explaining your analysis to a friend or family member who knows nothing about it – if they get it, you’re golden!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, you’ll find all the latest opportunities right there!
We think you need these skills to ace Speech Analyst in Folkestone
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Speech Analyst role. Highlight your analytical skills and any relevant experience in insurance or financial services. We want to see how you can bring value to our team!
Showcase Your Data Skills: Since this role involves turning large data sets into actionable insights, be sure to mention your experience with SQL and any tools you've used for data analysis. We love seeing candidates who can tell a story through data!
Communicate Clearly: Strong communication is key for this position. In your application, demonstrate your ability to summarise complex information succinctly. We’re looking for clarity and attention to detail, so make every word count!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our fantastic team at Saga!
How to prepare for a job interview at Saga plc.
✨Know Your Data
As a Speech Analyst, you'll be dealing with large data sets. Make sure you brush up on your SQL skills and understand how to summarise data effectively. Prepare examples of how you've turned data into actionable insights in previous roles.
✨Understand the Business
Familiarise yourself with Saga's insurance products and services. Knowing the business will help you answer questions about how your analysis can improve customer experiences. Research their values and think about how you can align your answers with them.
✨Practice Your Communication Skills
You'll need to communicate complex data insights clearly to stakeholders. Practice explaining your past analyses in simple terms. Consider using storytelling techniques to make your points more engaging and relatable.
✨Prepare Questions
Interviews are a two-way street! Prepare thoughtful questions about the role, team dynamics, and how success is measured. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
