3.4 out of 5 stars.
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Saga Employee Reviews for Customer Service Representative

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Customer Service Representative11 reviews
United Kingdom11 reviews

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3.2Work-life balance

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mixed feelings - draining at times but fun work enviroment in my team

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If it wasn't for the on floor fun and jokes with other colleagues within my team I doubt I would of lasted this long In the call centres on the phone. in busy periods its hard to stay productive I feel they ask a lot of you with badly spaced breaks throughout the day. too many targets to hit and too many issues that can cause those targets not to be possible to hit. most enjoyable part is when you get a nice customer on the phone or if your lucky for some down time to sit and chat and have a laugh with colleagues which doesn't happen often


team mates, benefits, I have a good manager


long hours, holiday sometimes hard to get, system issues
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Disappointing isn’t the word

I spent nearly 3 years at Saga and unfortunately left due to many reasons. Management as a whole is awful, and the few managers that are great aren’t appreciated. Unrealistic expectations on taking calls, they want you to be on the phone 99% of the day and have no empathy to stress levels of the job, their attitude is clear, business needs and nothing else. Poor salary and no care for their employees. Not an experience I’d recommend!


Work with good people, some managers are great


Poor salary, no empathy, poorly run, managers lack skill
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Insights into Saga

Based on 9 survey responses
What people like
  • Ability to meet personal goals
  • Inclusive work environment
  • Clear sense of purpose
Areas for improvement
  • General feeling of work happiness
  • Ability to learn new things
  • Sense of belonging

Robs you of all self confidence

I worked here for 2 and a half years as a customer service advisor. The job in itself is ok, you get your fair share of grumpy customers but generally people are ok to deal with and you never know what the next call will be about which adds some variety. The problems I have with this company are that you are basically bullied into saying certain things to customers to get them to either buy something like an add on or to renew regardless of the type of customer you have on the other end of the phone. If you aren't hitting targets you are threatened with coaching contracts on a regular basis. Any tiny mistake will have you in HR begging for forgiveness. So demoralizing. Commission is very easily seems that they will go out of their way to find a fault with you so you don't get your commission you worked so hard for. In a nutshell if you really need a job it will get you by ok for a while but I couldn't stay here long term. Working hours are good if you are part time but full time hours have horrendous shift patterns. Nice canteen and free parking.


Nice office and surroundings


Stressful. Always fear making mistakes.
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Run away do not join Saga

I'm based in customer service in Folkestone. I'm earning about £8.15 an hour and don't get sick pay. Someone actually asked me why i bother going to work as my pay is so poor. Manager's will go on about the 'Rem levels' but unless you never go sick, never go non comp, always hit your targets you'll never move up the rem levels. One Saga doesn't exist as call centre staff are treated appallingly compared to other departments. Staff are leaving all the time and morale is rock bottom. No-one listens or cares. Don't fall for the bull they give you at the assessment dsys, progress is virtually impossible from customer services to elsewhere in the business, money is dire, targets not achievable and perks pretty non existent. Just walk away and consider yourself lucky if you never get to work here.


Home time, private healthcare


Pay. Management, morale
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Once great company gone downhill

Once a great company to work for. When Saga was owned by the family of the founder it was the best company I had ever worked for. The only target being excellent Customer service. As soon as a management buy out took place things started to change almost immediately. Sales targets were introduced and gradually increased to an almost unattainable level. Dismissals for failure to hit targets were frequent. Hard earned commission was reduced or removed by failure to include one or two precise words in a telephone conversation with a Customer. System failures were common. Team meetings were no more than an information shower with employees' concerns never passed back up the chain of command. Sadly, Saga had gone the same way as many other companies with only those at the top of the food chain reaping the benefits of the efforts of those at the lower end of the chain. The most objectionable part of the job was having to sell additional products to elderly people that they didn't want or need.
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Worse place to work avoid

An alfuw place to work, they treat the staff like rubbish and you are just a number to them. It was hel on earth working for them. They have manages who can't do their job and take out their personal problems on their team. Avoid working here. They force overtime on you and if you already have plans or other commitments to bad they don't give u a choice.


Bad pay, long hour, forced overtime, abusive customers
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I worked at Saga Insurance for over 3 years and I have nothing bad to say about the company. It's a professional environment to be in. My work co-workers were amazing and they are life long friends. I love Saga and I would encourage everyone to go there.


Free Health Care, Free dinners if you exceed expectations, progression is available for everyone.


Sales enviroment can be stressful at times.
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Difficult place to work

Saga was a difficult place to work mainly because of the high staff turnover. Never really got know many people there. Day would consist of answering the phone to customer queries/complaints, then being expected to sell another product to them. Hardest part was to sell a product to someone who is complaining most enjoyable part was when you sold something and hit targets


Good work space


Difficult selling conditions
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Great company to work for. Dealing with customers questions and admin work. I learn a lot on the job there would be too much to type into this box. The most enjoyable part of the job is customer feedback
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My everyday work is around meeting targets on a day to day basis and also meeting the customer needs. During my time at SAGA i have learned how to properly identify leads to create selling opportunities and also communicating in the proper manner to customers.
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Repetitive and lonely

Six weeks of training that gives you the idea that you're really going to enjoy the job when you get on to the floor. After those six weeks are up and I joined my new team I wasn't welcomed into it at all. The manager didn't introduce me to anyone and I got sat far away from everyone like an outcast and far away if I was to need any help. The job is very boring ans repetitive, sat down all day and go home at the end of the day with a pounding headache.


just a number not a person
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Customer Service Representative at Saga

Estimated salary
£20,340 per year

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Overall rating

Based on 158 reviews

Ratings by category

3.2 out of 5 stars for Work/Life Balance
3.1 out of 5 stars for Salary/Benefits
2.8 out of 5 stars for Job security/advancement
2.9 out of 5 stars for Management
3.2 out of 5 stars for Culture

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