Travel Contact Centre Team Manager

Job Introduction

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, you’ll 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, 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.

We’re 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 Company

Over the past 75 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. We’re the most trusted brand amongst UK consumers in this demographic, recognised for high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine.

Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other and our values underpin our approach and help guide us to deliver our purpose.

We’re committed to making sure that colleagues can be their best, be themselves and make a difference – more than anywhere else. We have done this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity and respect in an environment that is free from discrimination and harassment.

Thanks to our people, Saga was awarded with a Gold for Best Customer Centric Culture in 2025. This is testament to the great culture we’ve built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work.

We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams we have in place. We’re also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible. Your application will have fair consideration, and you’ll receive personal communication throughout your applicant journey when you apply to join Saga.

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.

Saga Group