Transport Customer Support Agent in Folkestone

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.

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

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%
• 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:

• 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 supporting other areas when needed to maintain overall service delivery.

The Ideal Candidate:

• Experience delivering excellent customer service over the phone, with a calm and confident approach.
• 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.

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 Saga Magazine.

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.