Transport Customer Support Agent

Saga Group Limited; Sandgate; Hybrid; GBP 22,000 - 24,000; Full time

Job summary

A leading company is seeking a Transport Customer Support Agent to support the Transport Delivery Team in providing exceptional chauffeur services. This role involves engaging with customers, managing communications and updates, and ensuring smooth operations. Join Saga Group Limited for a rewarding position that balances extensive customer interaction with operational support in a hybrid work environment.

Benefits

25 days holiday + bank holidays

Pension scheme matched up to 10%

Life assurance policy on joining

Wellbeing programme

Colleague discounts including family discounts

Qualifications

• Exceptional customer service and communication skills.
• Solid knowledge of Microsoft packages, particularly Excel.
• Proven ability to work under pressure and to tight deadlines.

Responsibilities

• Completing outbound calls to confirm journey details with customers.
• Managing shared and individual emails adhering to SLAs.
• Maintaining communication with customers and third-party suppliers.

Skills

Exceptional customer service skills

Communication skills

Microsoft Excel

Time management

Analytical approach

Job description

Transport Customer Support Agent

Salary £22,000 to £24,000 depending on experience

Permanent

Hybrid - Folkestone

As part of the Transport Department, I am responsible for supporting the Transport Delivery Team in talking directly to both our internal and external customers and maintaining our journey data to ensure we are delivering a 1st class chauffeur driven car service to our customers.

We work in a hybrid way at Saga both at home and in the office. In this team we work mainly from Folkestone and tend to have a pattern of 3 days a week in the office. When we do come together as a team, it allows us to grow and learn plus it is a great opportunity to socialise and celebrate too!

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:

• 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

• Completing outbound calls to all customers booked for our Chauffeur Car Service to ensure all components of their journey are correct and identify any errors that may impact the exceptional service we aim to always provide.

• Taking inbound calls from both our customers and suppliers and take ownership of any queries that require completion.

• Managing Microsoft outlook shared and individual mail adhering to agreed SLAs.

• Maintaining and updating all systems and databases with information supplied by other areas of the business that is relevant to the car service provision.

• Actioning changes, cancellations, queries, with a sharp focus on maintaining the efficiency of journey routing.

• Consideration of all changes which affect our customers, drivers, vehicles, flights, traffic and weather conditions

• Maintaining effective communications with customers, colleagues and third-party suppliers with relevant information related to pick up arrangements, luggage and mobility.

• Working closely with wider operational teams to ensure the support provision is aligned to the service needs of internal & external customers or brands.

• Supporting other areas of Transport when required to protect the overall delivery of our service provision.

• Updating Transport Team internal documents and systems for high quality record keeping across all areas of operation

• Any other duties deemed appropriate by the company in line with the company handbook

The Ideal Candidate

• Exceptional customer service and communication skills.

• Solid knowledge of Microsoft packages, particularly Excel.

• Proven ability to work under pressure and to tight deadlines

• Geographical knowledge of the UK road network and postcode areas is desirable.

• Good knowledge and understanding of computer systems.

• Excellent verbal and written communication skills.

• Good telephone manner and people engagement skills

• Analytical approach

• Excellent administrative, organisational and diligence skills

• Ability to use judgement, direction, and prioritise duties to deliver efficient and effective results

• Solid knowledge of Microsoft Excel

• Analytical approach

• Self-starter with an adaptable and flexible approach

• Excellent time management and prioritisation skills

• Ability to maintain a positive work culture through people engagement.

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 70years 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 andour 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 dignityand 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 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.

For more information on our DEI policies, colleague stories and other opportunities across the business, please visit Jobs and careers with 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.

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In Short

• Industry Travel & Tourism
• Founded 1951
• Location Folkestone
• Company size 5000+

Welcome to Saga

At Saga, we’re driven by the simple aim of making the UK the best place in the world to grow older. A dynamic and forward-looking business with a clear, single-minded purpose; to create exceptional experiences every day and be a driver for positive change in our markets and communities.

This desire to deliver exceptional experiences empowers our colleagues to create moments that are simple, personal, and special… for our customers and for each other.

Our values underpin our approach and help guide us to deliver our purpose. We work with precision pace, curiosity, empathy and collaboration to create a unique environment for our team.

About us

Get to know us, our history, and what makes Saga such a great place to work.

At Saga, we create exceptional experiences every day. From cruises to insurance, personal finance to holidays - we’re proud to be the UK’s specialist provider of products and services to people over 50.

A driver for positive change in our markets and communities, we invest in building deeper and longer-lasting relationships with our customers. Because by understanding what they want today - and what they’ll need tomorrow - we can continue to deliver unforgettable, unrivalled experiences for many years to come.

Saga is a major employer in Folkestone, and we operate other offices in Thanet, Hastings, Redhill, London and Seaham. Many of these areas struggle with employment deprivation and we are proud to be an employer in these communities.

Our contact centre and mailing house are a fantastic environment for colleagues with little formal educational or qualifications to join us and build a lasting career. We offer comprehensive training to support colleagues to be successful when they join us. We also welcome and support those who join us from under-privileged backgrounds.

One of the ways we do this is through our Hardship Fund, offering a helping hand to colleagues when they need it most.

What we offer

We think it’s only right that when we do well, our people do too. That’s why we share our business success by awarding all eligible colleagues free Saga shares. We also pride ourselves on making sure our pay and benefits are competitive and fair, as we continue to embed our reward principles.For all colleagues, we maintain a 20p uplift between minimum pay levels and the national Living Wage.

Equality, Diversity and Inclusion

We aim to create a culture which gives everyone the opportunity to be their exceptional self, every day. How? By building a diverse and inclusive environment where our colleagues feel like they belong.

Equal opportunities

In support of our Equal Opportunities Policy, Saga is committed to ensuring our attraction, recruitment, promotion and training practices all include barrier-free, fair, objective and inclusive processes. All decisions relating to employment and our colleague lifecycle are free from bias and based solely upon work criteria and individual merit.

As a proud member of the 30% Club, diversity is a key business imperative for our continued success. The 30% Club is a global campaign led by Chairs and CEOs taking action to increase gender diversity at board and senior management levels, whose global mission is to reach at least 30% representation of all women on all boards and C-suites globally.