30,900 PA Plus Annual Bonus
Connected Travel Insurance Team ManagerPaying 30,900 per annumPermanent35 hours per week, Monday to Friday, 9am 5pmFolkestone, Hybrid at least 3 days a week
At Saga Travel, we know that peace of mind starts long before our guests jet off on their holiday. Our Connected Travel Insurance team plays a vital role in ensuring every guest has the right cover in place, handling conversations with empathy, professionalism and care. Were looking for an inspiring Team Manager to lead this specialist team, creating an environment where colleagues feel supported, developed and empowered to deliver exceptional service every single day.
This is a fantastic opportunity for an experienced people manager who enjoys coaching others, driving performance and leading by example. Youll be passionate about developing your team, celebrating success and helping colleagues build the confidence and knowledge they need to thrive within a regulated environment.
Working closely with operational leaders and key stakeholders, youll ensure service standards remain consistently high while identifying opportunities to improve processes, enhance the guest experience and support the continued success of the Connected Travel Insurance team.
This role requires you to work from our Folkestone office a minimum of three days each week. Weve created a dedicated Travel workspace where our teams can collaborate, share ideas and celebrate success together.
Role Responsibility
As Team Manager, youll lead a team responsible for supporting our travel guests with their travel insurance requirements, ensuring every interaction is handled with care, professionalism and in line with FCA regulations.
You will be responsible for:
Leading, motivating and developing a high-performing team, creating a positive, inclusive and customer-focused culture.
Coaching colleagues through regular one-to-ones, quality reviews and performance conversations to help them reach their full potential.
Managing day-to-day team performance, ensuring service levels, productivity, quality and compliance targets are achieved.
Providing guidance and support with complex guest queries, medical screening referrals and escalated complaints.
Ensuring all FCA regulatory requirements, company policies and quality standards are consistently followed.
Monitoring operational performance, identifying trends and implementing improvements to enhance both the colleague and guest experience.
Working collaboratively with underwriters and internal stakeholders to ensure the smooth running of the department.
Supporting recruitment, onboarding and retention, building a knowledgeable and engaged team.
Planning resources effectively to meet business demands while maintaining excellent guest service.
Encouraging continuous improvement by identifying opportunities to simplify processes and improve efficiency.
Leading by example, promoting Sagas values and creating an environment where colleagues feel valued, supported and motivated.
The Ideal Candidate
Were looking for a people-first leader who enjoys bringing out the very best in others. Youll be an experienced manager with a passion for coaching, developing talent and delivering exceptional customer experiences. Youll be comfortable balancing operational performance with empathy, ensuring both colleagues and guests feel supported.
Youll also bring:
Previous people management experience is essential, ideally within a contact centre or customer service environment.
The ability to coach, motivate and develop individuals with different experience levels and learning styles.
Excellent communication skills, with the confidence to provide feedback, influence stakeholders and build strong working relationships.
Strong organisational skills, with the ability to prioritise workloads and manage competing demands.
A proactive approach to problem-solving, using data and insight to make informed decisions.
High levels of attention to detail and the ability to work confidently within a regulated environment.
A genuine passion for delivering outstanding customer service and creating positive guest outcomes.
Experience within travel, insurance or FCA-regulated environments would be advantageous, although not essential.
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/247980/3516…