Team Manager

Job Introduction

Our Team Managers are ambassadors of delivering exceptional and sector leading experiences to our customers.  
When you join us, you will take ownership for sales and service delivery in your team and in the wider contact centre community, this includes the performance, engagement, and motivation of your team, ensuring we develop and retain industry leading individuals.
This is a fantastic opportunity to ensure our consultants are fully supported and have the tools in place to deliver exceptional experiences to our customers.
 

Role Responsibility

• Oversee day to day management and performance of a team of sales and aftersales travel consultants, being the first point of contact for the team and providing full support.
• Be the champion of reviewing the reporting dashboards to track and analyse performance. Use analysis and insights to shape priorities and drive performance.
• Manage performance in-line with defined KPIs, supporting underperformers to improve, and handling challenging conversations through this process.
• Be comfortable in adopting a ‘hands on’ approach, and willing to support our customers directly on escalations and/or when call volumes are high.
• Provide regular 1:1’s, coaching and team meetings to ensure your team are fully focused and motivated.  
   

The Ideal Candidate

• Exceptional people management skills, particularly in a flexible/hybrid working environment.

• Innovative thinker constantly looking for improvement. 

• Ability to work independently and drive change, taking responsibility for the delivery of the contact centre.

• Provide exceptional customer service both internally, for key stakeholders, and externally, for our customers. 

• Excellent prioritisation skills, enabling you to handle multiple tasks and meet deadlines. 

• Travel industry/Tour operating experience would be advantageous. 

• Good knowledge of GDS preferable (Amadeus and/or Sabre).

• Previous experience with leading a team.

Our Saga Values:

• Precision Pace - Always owning and making things happen. 
• Empathy – Always aware of others. 
• Curiosity – Always asking why.
• Collaboration – Always one team, the Saga team!

Package Description

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues. 

We offer total flexibility over where you work – you choose a place that you feel happiest, healthiest and most productive, either from home or in one of our hubs in London, Crawley or Folkestone.

We have an award-winning wellbeing programme, modern family-friendly policies including premature baby leave, enhanced maternity and paternity leave and our unique grandparents’ leave policy.

Benefits available to all colleagues:

• 25 days of paid holiday (with option to purchase more), plus bank holidays that you can use any time of the year and an annual volunteer day on us.
• Free private medical insurance after 1 years' service, including access to a GP, and great levels of income protection and life assurance cover.
• Workplace pension scheme where we match your contributions up to 10%.
• AXA Be Supported.
• A range of reductions and offers from Saga Travel Group as well as leading retailers, travel groups discounts and entertainment companies.

About the Company

At Saga Travel Group, we’re driven by the aim of creating a place where older people are valued for their experiences. We’re a dynamic and forward-looking business with a clear, single-minded purpose: to deliver exceptional experiences every day for our colleagues and customers.

Our values underpin our approach and help guide us. We work with precision, pace, curiosity, empathy and collaboration to create a unique environment for our teams.

The vision for the Saga Travel Group is to build the travel company for the experienced traveller. We already have world-class escorted Saga and Titan touring businesses and now building a new dynamic, digital travel business that will deliver fresh, innovative product.

When you join Saga Travel Group you will work across two leading brands and play a vital role not only in our growth but in our mission to deliver lasting memories for our customers seeing them return again and again.

As an STG colleague you will see that 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. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us.

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.

We are a member of the 30% Club and partner with Women Ahead which offers us a fantastic opportunity to take part in a leading, global, cross-company, leadership mentoring scheme to champion female talent.

We are a signatory of the Armed Services Covenant and have received a Silver Award from the Employer Recognition Scheme. 

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Saga Group