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!

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

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

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