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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 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 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% 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 Main Responsibilities 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 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. The Ideal Candidate 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. You'll ideally have: • Experience leading, coaching or supervising a customer service, complaints or customer relations team. • Experience within the travel or hospitality sector. • Strong experience investigating and resolving customer complaints, including more complex or escalated cases. • Excellent written communication skills, particularly when drafting customer letters and responses to sensitive situations. • A proven ability to coach, develop and motivate colleagues to achieve high standards. • Strong organisational skills, with the ability to manage competing priorities and meet deadlines. • The ability to make balanced, fair and customer-focused decisions. • Excellent attention to detail and a genuine commitment to quality. • Strong interpersonal and stakeholder management skills, with the ability to build positive working relationships. • A proactive, resilient and solutions-focused approach, with a willingness to challenge existing processes and find better ways of working. • The ability to lead by example, encourage accountability and create a supportive team environment. • A commitment to continuous improvement and your own personal development. Desirable: • Knowledge of ABTA guidance and Package Travel Regulations. • Experience using CRM or complaint management systems, such as Zoho Desk. • Experience implementing process improvements or service enhancement initiatives. • An understanding of quality assurance methodologies and performance management. Above all, you'll be passionate about delivering excellent service, treating customers fairly and helping colleagues succeed. You'll bring empathy, professionalism and a positive attitude, with the confidence to make decisions and the curiosity to keep looking for ways to improve. Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special About The Company Over the past 75 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. We're the most trusted brand amongst UK consumers in this demographic, recognised for high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and?our Saga Magazine. 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 and 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 have done 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 was awarded with a Gold for Best Customer Centric Culture in 2025. This is 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 are proud of our multigenerational teams we have in place. 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. Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner. #LI-HG1 TPBN1_UKTJ

We are officially accredited a Great Place to Work, includingBest Workplaces in Healthcare, Best Workplace for Development,Best Workplace for Wellbeing andBest Workplace for Women. Come and join a clinically led business that puts people first. As an Associate Dentist at our FolkestoneDental Clinic, you can expect estimatedearnings of over £80,000 NHS and upwards of £30,000 private potential. At our Folkestone Dental Clinic, you will benefit from a supportive practice team along with a well-managed appointment book. We understand what matters to you: • Great opportunity for someone looking to work full time Monday to Friday, • An annual contract up to 5844 UDAs, but flexible depending on your preference., • Coaching and mentoring available to support your career development., • An excellent opportunity for you to build your private income including the Colosseum Choices Scheme, • More than enough patients for you to be able to meet the NHS contract requirements, • Access to a modern working environment with digital x-ray processing, rotary endo, Dentally software, Intraoral Scanner and a dedicated Hygienist, • An opportunity for you to access bespoke Clinical Training, Sponsored Education & CPD and access to both our UK Excel academy and our world leading Oslo Training academy Not only is the income potential huge but you get to work within a supportive and clinically led dental business. An active NHS Performer Number is required. About the clinic Our award winning (practice of the year, gold star clinic 2025) Folkestone Dental Clinic has an exciting opportunity for a Associate Dentist to join their team, ideally on a full time basis Monday to Friday. The clinic is a 5-surgery practice in Folkestone with free parking or a 15-minute walk from Folkestone Central train station. There's an excellent team of clinicians including specialists, Hygienist/Therapist and outstanding support team – all very experienced and friendly. Surgeries are well equipped and there is an intraoral scanner on site. Other specialisms provided in the clinic include orthodontics and periodontics. Our Folkestone Dental clinic is one of very few dental practices in the area that still provide a mix of NHS and private dental care to it’s loyal patient base, due to the excellent culture and retention of clinicians working here. About Colosseum Dental Colosseum Dental UK is a leading dental provider in the UK, with over 80 dental clinics offering both NHS and private care, including cosmetic treatments, orthodontics, and implants. We stand out from other dental groups for three reasons: • We are 100% owned by a charity, not a private equity fund or a financial investor. Our profits are used to invest in high-quality education and development opportunities for children through a charitable organisation called ‘The Jacobs Foundation’., • We are part of Colosseum Dental Group, the leading pan-European dental company with clinics spanning 11 countries., • Our relative smallness. We are small enough to ensure our practices are run with efficiency and autonomy at a local level while providing personalised support to individuals and practices from our head office. At the same time, we are big enough to offer tremendous career development opportunities, world‑class training and highly professional processes and procedures. In other words, we provide the most compelling overall package for clinicians, nurses, practice managers and receptionists. In addition to that, we run top‑not… We have an experienced leadership team with caring values for our people, our patients, and our local communities. Being medically led and maintaining the highest clinical standards to provide exceptional patient care is at the heart of everything we do, and last but not least, we are proud to be an officially certified “Great Place to Work” for the last 5 consecutive years. #J-18808-Ljbffr

As a Lecturer of Carpentry and Joinery at EKC group you will teach, train and assess students in a variety of learning environments, ensuring a high-quality learning experience. Your role will also include providing support to learners to enable them to achieve their maximum potential and to lead as appropriate on designated study programmes and/or courses, with a key responsibility for ensuring the design, delivery and evaluation of programme. We pride ourselves in the support we can give those who are new to teaching, with ongoing training and coaching through our Teacher Academy which includes digital skills support. So, if you do not have any teaching experience or teacher qualifications but have a passion for sharing your knowledge and would like to be considered for this teaching role please apply. This role would be ideal for a carpenter who would like to pass on their knowledge. Hours per week: 4.5 (Thursday evening) Salary per week: £4,545 up to £4,979 Alongside our priority of excel student experience, we also focus on our employees. Check out some of our benefits which include • Generous and Consistent Holiday Pattern, • Teacher Training, • Exclusive Discounts & Perks, • Wellbeing and Health Support, • Competitive Pension Scheme You’ll be a highly organised and creative educator, with the ability to plan and deliver engaging, innovative lessons that inspire learners. You’ll have strong interpersonal skills, a positive and empathetic approach, and the confidence to manage a classroom effectively. Tracking student progress and using this to plan targeted support and interventions will be a key part of your role. Ideally, you’ll have experience teaching or delivering training in the workplace, although this isn’t essential as full training will be provided. You’ll be able to teach across Level 1 and Level 2 programmes and motivate learners to achieve and succeed in their studies. All candidates will start at the introductory salary scale point unless certain criteria are met. Lecturers will normally move up to the highest salary scale once one full academic year of teaching for our group is complete. (Lecturers must be in post by 1st September in any given year to qualify and this is subject to approval). Therefore, internal applicants in the same role may qualify for the higher salary scale, although should seek clarification. Outstanding Ofsted Provider East Kent Colleges Group is an Ofsted Outstanding rated provider. It is proud to be the first General Further Education college organisation in the country to have received the Outstanding grade against each of the strands under the new Ofsted inspection framework. An inclusive provider, our colleagues place our students and the communities we serve at the heart of everything they do across EKC Group and this is illustrated in our 'Strong' skills grading by Ofsted. Commitment to Safeguarding We are committed to safeguarding and promoting the welfare of children and vulnerable adults and we ensure that all staff are aware of their responsibilities for upholding these principles. As a designated establishment, we are exempt from the Rehabilitation of Offenders Act 1974 and therefore have an obligation to carry out checks to ensure that staff are suitable to work with children and vulnerable adults. These checks include conviction/caution self-declaration, Enhanced DBS check and obtaining sufficient referencing. It is a criminal offence to apply for a post which involves engaging in regulated activity relevant to children if you are barred from doing so. If you are successful in being shortlisted to interview, your suitability to work with children and vulnerable adults will be explored as part of the interview process. Commitment to Equality, Diversity and Inclusion East Kent Colleges Group is an equal opportunities employer and welcomes applications from all members of our communities. We are particularly keen to increase the diversity of our staff body and encourage applications from candidates where there is underrepresentation in our workforce. We are proud to hold the Positive About Disability Award and are a Disability Confident Employer. This confirms our commitment to interviewing all applicants who declare that they have a disability and who meet the essential criteria outlined in the person specification. With any successful candidate, we will explore any reasonable adjustments to a role due to a health needs or disability. Similarly, we have a commitment to Care Leavers (Care Covenant Pledge) and to current or previous Armed Forces personnel (Armed Forces Covenant Pledge) with a commitment to interview applicants who meet the positions essential criteria and who have declared this on their application. We welcome applications from anyone wishing to work flexibly and those considering a return to work from a career break. We do not engage with agencies for permanent staff and have an in-house recruitment team. #J-18808-Ljbffr

We are officially accredited a Great Place to Work, includingBest Workplaces in Healthcare, Best Workplace for Development,Best Workplace for Wellbeing andBest Workplace for Women. Come and join a clinically led business that puts people first. As an Associate Dentist at our FolkestoneDental Clinic, you can expect estimatedearnings of over £80,000 NHS and upwards of £30,000 private potential. At our Folkestone Dental Clinic, you will benefit from a supportive practice team along with a well-managed appointment book. We understand what matters to you: • Great opportunity for someone looking to work full time Monday to Friday, • An annual contract up to 5844 UDAs, but flexible depending on your preference., • Coaching and mentoring available to support your career development., • An excellent opportunity for you to build your private income including the Colosseum Choices Scheme, • More than enough patients for you to be able to meet the NHS contract requirements, • Access to a modern working environment with digital x-ray processing, rotary endo, Dentally software, Intraoral Scanner and a dedicated Hygienist, • An opportunity for you to access bespoke Clinical Training, Sponsored Education & CPD and access to both our UK Excel academy and our world leading Oslo Training academy Not only is the income potential huge but you get to work within a supportive and clinically led dental business. An active NHS Performer Number is required. Our award winning (practice of the year, gold star clinic 2025) Folkestone Dental Clinic has an exciting opportunity for a Associate Dentist to join their team, ideally on a full time basis Monday to Friday. The clinic is a 5-surgery practice in Folkestone with free parking or a 15-minute walk from Folkestone Central train station. There's an excellent team of clinicians including specialists, Hygienist/Therapist and outstanding support team – all very experienced and friendly. Surgeries are well equipped and there is an intraoral scanner on site. Other specialisms provided in the clinic include orthodontics and periodontics. Our Folkestone Dental clinic is one of very few dental practices in the area that still provide a mix of NHS and private dental care to it’s loyal patient base, due to the excellent culture and retention of clinicians working here. Coloss eum Dental UK is a leading dental provider in the UK, with over 80 dental clinics offering both NHS and private care, including cosmetic treatments, orthodontics, and implants. We stand out from other dental groups for three reasons: • We are 100% owned by a charity, not a private equity fund or a financial investor. Our profits are used to invest in high-quality education and development opportunities for children through a charitable organisation called ‘The Jacobs Foundation’., • We are part of Colosseum Dental Group, the leading pan-European dental company with clinics spanning 11 countries., • Our relative smallness. We are small enough to ensure our practices are run with efficiency and autonomy at a local level while providing personalised support to individuals and practices from our head office. At the same time, we are big enough to offer tremendous career development opportunities, world-class training and highly professional processes and procedures. In other words, we provide the most compelling overall package for clinicians, nurses, practice managers and receptionists. In addition to that, we run top-notch infrastructure in all of our 80 fully refurbished practices. We have an experienced leadership team with caring values for our people, our patients, and our local communities. Being medically led and maintaining the highest clinical standards to provide exceptional patient care is at the heart of everything we do, and last but not least, we are proud to be an officially certified “Great Place to Work” for the last 5 consecutive years. #J-18808-Ljbffr

We are officially accredited a Great Place to Work, includingBest Workplaces in Healthcare, Best Workplace for Development,Best Workplace for Wellbeing andBest Workplace for Women. Come and join a clinically led business that puts people first. As an Associate Dentist at our Folkestone Dental Clinic, you can expect estimatedearnings of over £80,000 NHS and upwards of £30,000 private potential. At our Folkestone Dental Clinic, you will benefit from a supportive practice team along with a well-managed appointment book. We understand what matters to you: • Great opportunity for someone looking to work full time Monday to Friday, • An annual contract up to 5844 UDAs, but flexible depending on your preference., • Coaching and mentoring available to support your career development., • An excellent opportunity for you to build your private income including the Colosseum Choices Scheme, • More than enough patients for you to be able to meet the NHS contract requirements, • Access to a modern working environment with digital x-ray processing, rotary endo, Dentally software, Intraoral Scanner and a dedicated Hygienist, • An opportunity for you to access bespoke Clinical Training, Sponsored Education & CPD and access to both our UK Excel academy and our world leading Oslo Training academy Not only is the income potential huge but you get to work within a supportive and clinically led dental business. An active NHS Performer Number is required. Our award winning (practice of the year, gold star clinic 2025) Folkestone Dental Clinic has an exciting opportunity for a Associate Dentist to join their team, ideally on a full time basis Monday to Friday. The clinic is a 5-surgery practice in Folkestone with free parking or a 15-minute walk from Folkestone Central train station. There's an excellent team of clinicians including specialists, Hygienist/Therapist and outstanding support team – all very experienced and friendly. Surgeries are well equipped and there is an intraoral scanner on site. Other specialisms provided in the clinic include orthodontics and periodontics. Our Folkestone Dental clinic is one of very few dental practices in the area that still provide a mix of NHS and private dental care to it’s loyal patient base, due to the excellent culture and retention of clinicians working here. Colosseum Dental UK is a leading dental provider in the UK, with over 80 dental clinics offering both NHS and private care, including cosmetic treatments, orthodontics, and implants. We stand out from other dental groups for three reasons: • We are 100% owned by a charity, not a private equity fund or a financial investor. Our profits are used to invest in high-quality education and development opportunities for children through a charitable organisation called ‘The Jacobs Foundation’., • We are part of Colosseum Dental Group, the leading pan-European dental company with clinics spanning 11 countries., • Our relative smallness. We are small enough to ensure our practices are run with efficiency and autonomy at a local level while providing personalised support to individuals and practices from our head office. At the same time, we are big enough to offer tremendous career development opportunities, world-class training and highly professional processes and procedures. In other words, we provide the most compelling overall package for clinicians, nurses, practice managers and receptionists. In addition to that, we run top-notch infrastructure in all of our 80 fully refurbished practices. We have an experienced leadership team with caring values for our people, our patients, and our local communities. Being medically led and maintaining the highest clinical standards to provide exceptional patient care is at the heart of everything we do, and last but not least, we are proud to be an officially certified "Great Place to Work" for the last 5 consecutive years. #J-18808-Ljbffr

Teaching Assistant Vacancy - Folkestone We're currently recruiting for a Level 3 Teaching Assistant to work in a school in Folkestone . This is a full-time position with an ASAP start . The successful candidate will be supporting children across Key Stage 1 and Key Stage 2 , so a flexible approach and the ability to work with different age groups is important. Experience and skills required: Level 3 Teaching Assistant qualification Previous experience in a school or educational setting SEN experience is desirable Able to confidently manage challenging behaviour Good knowledge of safeguarding procedures and school policies Understands the importance of reporting concerns and following safeguarding processes Patient, dependable and able to work well with pupils and staff DBS in place, or willing to apply for a new one Driver preferred Hours: 8:30am - 3:30pm, Monday to Friday Location: Folkestone Position: Full-time Start: ASAP PLEASE SEND UPDATED CVS TO YASMINE PITMAN AT ACADEMICS ROCHESTER OR APPLY ASAP Salary will be determined by the successful candidate's qualifications and relevant experience, and will be in accordance with the client's pay policy. TPBN1_UKTJ

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