Customer Support Agent

Job Introduction

** Hybrid/home working coming into our Folkestone office once a month** ​

Our people are everything to us. The way they deliver exceptional experiences every day for our customers, for their colleagues. The way they own what they do. Their 'Why's it like that?' curiosity. How they always think of others and work together to get things done. For us, for you, make do will never do. Good enough? Not even close. Come and do the best work of your life alongside lovely colleagues. Come to Saga. 

…And right now, we are looking for a Customer Support Agent to work in our Customer Support Operations part of the Insurance business at an exciting time in Saga’s history. As a Group, Saga is taking to the seas in our brand new, luxury cruise ships and leading the market with innovative insurance and financial products.    

You will be responsible for dealing effectively with inbound calls and administration tasks where policies require non standard cover, customers have queries regarding this, accounts or digital interactions with Saga. 

You will be working across a number of support divisions managing both calls, emails, administration tasks and webchats efficiently and accurately to ensure the customer has strong customer satisfaction and resolving contacts first time every time. 

And in return, you can look forward to all the responsibility and involvement of an integral role, providing you with a rewarding and fast-paced career with an excellent benefits package.   

If this is of interest to you then we would be keen to hear from you!

Role Responsibility

Working multi-skilled across the Support functions which may include any of the following : 

  • Handling policy queries across multiple products. 

  • Deal effectively with all new business, mid term and renewal customers where the policy generates a non standard referral.  

  • Handling accounts queries and workstreams. 

  • Handling contacts across our digital platforms ie: webchat, email, correspondence and calls for MySaga portal. 

  • Communicating effectively with customers, colleagues and external partners. 

The Ideal Candidate

  • Work to achieve all KPIs – including but not exhaustive, productivity and quality. 

  • Strong attention to detail. 

  • Able to multitask to a strong standard. 

  • Strong ability to problem solves. 

  • Able to demonstrate strong self-sufficiency. 

  • Ability to follow processes to a high standard and under pressure. 

  • Self-motivated with good working relationships across the various teams. 

  • Ability to navigate various systems and processes efficiently and effectively. 

  • Strong Customer Service skills. 

  • Strong demonstration of empathy. 

  • Flexible and able to work at a pace with a high attention to detail and quality. 

  • Good team player. 

  • Skilled in multiple products preferable but not required as training would be given.   

  • Office – Excel. 

Our values are:

  • Precision Pace - Always owning and making things happen.
  • Empathy – Always aware of others.
  • Curiosity – Always asking why.
  • Collaboration – Always one team, the Saga team!

Package Description

The standard benefits when you join Saga include: 

  • Remote working available where possible

  • 25 days annual leave plus bank holidays with the choice to buy a further 5 days annual leave per year 

  • Free private medical insurance after 1 years' service 

  • Workplace Pension 

  • AXA Be Supported 

  • A range of reductions and offers from leading retailers, travel groups and entertainment companies

About the Company

Having spent our first 30 years focused on travel, Saga launched Saga Magazine and developed home and motor insurance and financial services in the 1980s. Private medical and pet insurance followed in the 1990s, along with the launch of our own cruise ship operation. The strength of the Saga brand provides the Group with the ability to develop in-house or partner with suppliers to offer our customers and members highly differentiated, competitively priced products which meet their evolving needs.

Saga exists to help our customers and members lead the life they want to lead. To succeed in this, we know that the most important thing to do is to listen to our customers and members. At the heart of our business model is our drive to know more about our customers’ wants and needs so we are best placed to serve them.

Applying this approach over the past 70 years has enabled us to become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic and is recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

When you join Saga you will see that we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement.

We value diversity not just because it is the right thing to do, but because diverse teams perform better. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity.

We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required.

We are a member of the 30% Club and partner with Women Ahead which offers us a fantastic opportunity to take part in a leading, global, cross-company, leadership mentoring scheme to champion female talent.

We are a signatory of the Armed Services Covenant and have received a Silver Award from the Employer Recognition Scheme. 



To all recruitment agencies: Saga does not accept agency CVs unless specifically engaged on the role by the HR Recruitment Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga is not responsible for any fees related to unsolicited CVs.



Saga Group


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