Transport Customer Support Agent

Saga plc.; Folkestone; Hybrid; GBP 24,000 - 26,000; Full time

Benefits offered by this job

25 days holiday plus bank holidays

Pension scheme matched up to 10%

Annual performance bonus up to 5%

Life assurance 4x salary

Saga Academy learning platform

Job summary

Saga plc. is seeking a Transport Customer Support Agent in Folkestone. You will liaise with customers, fleet drivers, and affiliates, ensuring accurate journey details from booking to pick-up.

The role is hybrid, with an 8am–6pm rota and occasional Saturday shifts during peak cruise periods. You should have strong telephone-based customer service experience, excellent listening skills, empathy, and the ability to stay calm and clear under pressure.

Qualifications

• Experience delivering telephone-based customer service with a calm, confident approach.
• Excellent listening skills, empathy and the ability to reassure customers.
• Strong attention to detail and ability to manage multiple tasks.

Responsibilities

• Handle inbound calls and emails from customers, drivers and affiliates through to resolution.
• Manage shared and personal inboxes within service levels.
• Update systems with accurate, real-time journey information and make changes with minimal disruption.

Skills

Customer service

Phone support

Empathy

Organized

Microsoft Office

Problem solving

UK geography knowledge

Tools

CRM software

Excel

Job description

Folkestone Hybrid

Join our Transport team and play a key role in delivering seamless operational support to the Saga Transport Team and our customers.

Job Introduction

Transport Customer Support Agent

£24,700 per annum

Folkestone Hybrid

Join our Transport team and play a key role in delivering seamless operational support to the Saga Transport Team and our customers. In this position, you’ll be at the heart of our operation, speaking directly with customers, our fleet and affiliate drivers, checking journey details and making sure everything runs smoothly from booking through to pick-up. It’s a fast-paced, detail-focused role where your communication skills and ability to stay one step ahead will make a real difference to the customer experience. For many of our customers, this service is new, and a pre-journey call can sometimes feel unexpected. That’s where you come in, someone who can immediately put people at ease, speak with patience and clarity, and turn any uncertainty into confidence and reassurance. We’re looking for someone with strong telephone-based customer service experience who is confident, calm, and personable. You’ll be a great listener, able to understand customer needs quickly, show empathy, and provide reassurance when plans change or issues arise; ensuring every interaction leaves the customer feeling supported and in safe hands. This role also offers a fantastic opportunity to gain exposure within the travel and transport operations industry. You’ll build a broad understanding of how a transport operations team functions, working closely with duty managers, sales teams, drivers, affiliates, and a range of internal and external teams. It’s a chance to develop valuable operational and customer-facing experience in a dynamic, service-driven environment. This role requires you to be working from our Folkestone office a minimum of 3 times a week. We have designated office space for colleagues in our Travel business, allowing us to collaborate and share success as a function.

The role operates across a rota covering 8am – 6pm, Monday – Friday, with shifts scheduled between 8am – 4 pm, 9am – 5pm and 10am – 6pm.

Very occasionally, during peak cruise periods, there may be a requirement to work a Saturday on a rota basis, with time given back during the week.

Role Responsibility

As a member of our Customer Support Team, you will be responsible for contacting customers ahead of their journey to confirm details and ensure everything is accurate and ready for service.

• Handling inbound calls and emails from customers, fleet drivers, and affiliate drivers, taking ownership of queries through to resolution
• Managing shared and personal inboxes, responding within agreed service levels
• Updating and maintaining systems and databases with accurate, real-time journey information
• Processing changes, cancellations, and requests efficiently while minimising disruption to schedules
• Proactively considering factors such as traffic, weather, and flight changes to support smooth journey delivery
• Communicating clearly with customers and drivers regarding pick-up details, luggage, and mobility requirements
• Working collaboratively with wider operational teams and support other areas when needed to maintain overall service delivery

The Ideal Candidate

You’ll already have experience delivering excellent customer service over the phone, with a calm and confident approach. You’re a great listener, naturally empathetic, and able to communicate in a clear, reassuring way.

• Strong customer service and communication skills, particularly over the phone
• A calm, empathetic approach with the ability to build trust quickly
• Highly organised with excellent attention to detail
• Able to prioritise tasks and work effectively under pressure
• Comfortable using systems and Microsoft Office, with the ability to pick up new tools quickly (experience with Excel is beneficial but not essential)
• A proactive, solutions-focused mindset with good judgement
• Strong administrative and organisational skills
• Knowledge of UK geography and road networks is desirable

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.

• 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 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 andour 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 dignityand 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.