Job Introduction
Transport Customer Support Agent
Salary £24,479 - £26,000 per annum
Permanent
Full Time - 35 hours per week*
Hybrid- Folkestone (3 days a week in the office)
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.
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
1. Contact customers ahead of their journey to confirm details and ensure everything is accurate and ready for service
2. Handle inbound calls and emails from customers, fleet drivers, and affiliate drivers, taking ownership of queries through to resolution
3. Manage shared and personal inboxes, responding within agreed service levels
4. Update and maintain systems and databases with accurate, real-time journey information
5. Process changes, cancellations, and requests efficiently while minimising disruption to schedules
6. Proactively consider factors such as traffic, weather, and flight changes to support smooth journey delivery
7. Communicate clearly with customers and drivers regarding pick-up details, luggage, and mobility requirements
8. Work 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.
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.
9. Strong customer service and communication skills, particularly over the phone
10. A calm, empathetic approach with the ability to build trust quickly
11. Highly organised with excellent attention to detail
12. Able to prioritise tasks and work effectively under pressure
13. Comfortable using systems and Microsoft Office, with the ability to pick up new tools quickly (experience with Excel is beneficial but not essential)
14. A proactive, solutions-focused mindset with good judgement
15. Strong administrative and organisational skills
16. 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.
BENEFITS AVAILABLE FOR THIS ROLE:
17. 25 days holiday + bank holidays
18. Option to purchase additional leave - 5 extra days
19. Pension scheme matched up to 10%
20. Company performance related annual bonus - Up to 5%
21. Life assurance policy on joining us, 4 x salary
22. Wellbeing programme
23. Colleague discounts including family discounts on cruises, holidays and insurance
24. Range of reductions and offers from leading retailers, travel groups and entertainment companies
25. Enhanced maternity and paternity leave
26. Grandparents leave
27. Income protection
28. Access to Saga Academy, our bespoke learning platform