26000 – 30000
Travel Contact Centre Team Manager
Salary up to 30,000 per annum
Permanent
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.
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.
Titan Travel is a brand owned and operated by Saga Travel Group (UK) Limited, effectively making them sister brands. Saga acquired Titan Travel in 2009, and while they are now part of the same group, Titan Travel continues to operate as a separate, though integrated, entity within the Saga Travel business.
This role requires you to be working from our Crawley office a minimum of 3 days a week. We have designated office space for colleagues in our Travel business, allowing us to collaborate and share success as a function. This role will include 1 in 6 Saturdays on a rota basis.
Role Responsibility
As Team Manager, youll play a key role in delivering an exceptional guest experience, leading a high-performing team, and supporting the continued growth of our Titan Travel business.
You will be responsible for:
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-modelling 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
The Ideal Candidate
As our Team Manager, youll have a genuine passion for delivering outstanding guest experiences.
Youll be a confident and engaging leader, able to balance guest focus with team motivation, performance, and development.
Were looking for someone who can demonstrate:
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
Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special
Package Description
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 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
About the CompanyOver the past 70 years we have 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, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.At Saga 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.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. For more information on our DEI policies please visit our Saga Careers page.Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.Job Reference: saga/TP/56250/3494…