Connected Travel Insurance Team Manager

Paying £30,900 per annum

Permanent

35 hours per week, Monday to Friday, 9am 5pm

Folkestone, 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. We are 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. You will 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, you will 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. We have created a dedicated Travel workspace where our teams can collaborate, share ideas and celebrate success together.

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.

• 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

Main Responsibilities

As Team Manager, you will 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 Saga's values and creating an environment where colleagues feel valued, supported and motivated.

The Ideal Candidate

We are looking for a people-first leader who enjoys bringing out the very best in others. You will be an experienced manager with a passion for coaching, developing talent and delivering exceptional customer experiences. You will be comfortable balancing operational performance with empathy, ensuring both colleagues and guests feel supported.

You will 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

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 are 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 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 are 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 have 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 are also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible. Your application will have fair consideration, and you will 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.