Crawley Hybrid
At Titan Travel, we’re passionate about creating unforgettable journeys and delivering outstanding experiences for our guests from the very first conversation. As we continue to grow, we’re looking for an inspiring Team Manager to lead our dedicated Travel Consultants within our contact centre.
Job Introduction
Travel Contact Centre Team Manager, Salary £28,000 – £30,000 per annum, Permanent, Crawley Hybrid.
This is an exciting opportunity to make a real impact, driving team performance while developing and coaching colleagues to reach their full potential. Through a balanced approach of support, challenge and recognition, you’ll create a high‑performing, engaged team that consistently delivers exceptional service and sales results.
Working closely with fellow managers and key stakeholders, you’ll help shape operational priorities, allocate resources effectively, identify opportunities for improvement, and ensure every guest receives the outstanding service Titan Travel is known for. You’ll play a pivotal role in enhancing the guest journey while fostering a positive, energetic and customer‑focused culture.
This role requires you to be working from our Crawley office a minimum of 3 days a week and will include 1 in 6 Saturdays on a rota basis.
Role Responsibility
- Leading and inspiring a contact centre team, driving guest service excellence, quality, and performance against agreed KPIs.
- Managing day‑to‑day operations and resources, ensuring workflow is effectively planned and guest standards are consistently met.
- Developing and coaching your team, using regular feedback, appraisals, and our internal REM scheme to support performance, progression, and promotion.
- Creating a positive, high‑engagement culture, role‑modeling company values and actively managing performance and behaviours.
- Setting clear objectives and performance targets, tracking results through effective reporting and taking action where required.
- Working collaboratively with stakeholders, communicating business objectives clearly and ensuring alignment across teams.
- Identifying opportunities for improvement, recommending enhancements to products, processes, and systems.
- Building and sustaining a strong team, through effective recruitment, onboarding, and retention, while maintaining the agreed headcount.
- Maintaining strong product and process knowledge, supported by continuous personal development.
Ideal Candidate
As our Team Manager, you’ll have a genuine passion for delivering outstanding guest experiences. You’ll be a confident and engaging leader, able to balance guest focus with team motivation, performance, and development.
- Strong leadership capability, with the ability to inspire, engage, and influence others.
- A results‑driven mindset, with a clear focus on quality, performance, and achieving targets.
- Excellent planning and organisational skills, enabling you to manage priorities in a fast‑paced contact centre environment.
- Sound decision‑making and problem‑solving ability, using data and insight to drive the right outcomes.
- Strong communication and interpersonal skills, with the confidence to negotiate, influence, and collaborate effectively.
- Commercial and market awareness, understanding how performance impacts the wider business.
- Adaptability and resilience, responding positively to change and shifting business needs.
Benefits
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%.
- 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.
Equal Opportunity and EEO Statement
We are committed to making sure that colleagues can be their best, be themselves, and make a difference. We are a Disability Confident employer and our recruitment process is inclusive and accessible. Your application will have fair consideration, and you’ll receive personal communication throughout your applicant journey.
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