At a Glance
- Tasks: Lead a dynamic contact centre team to deliver exceptional customer experiences and drive strategic initiatives.
- Company: Join the UK's largest escorted coach tour operator with a vibrant culture.
- Benefits: Enjoy competitive salary, bonus potential, extra holiday leave, and discounts on travel.
- Other info: Based in Rotherham, with clear pathways for professional development and senior-level exposure.
- Why this job: Step into a leadership role with real impact and growth opportunities in a thriving environment.
- Qualifications: Experience in contact centre management and a passion for coaching high-performing teams.
The predicted salary is between 50000 - 50000 £ per year.
JOIN US AS CONTACT CENTRE ASSISTANT MANAGER FOR THE UK'S LARGEST ESCORTED COACH TOUR OPERATOR!
Leger Shearings Group is the UK's largest escorted coach tour operator, offering self-drive breaks, holidays to the UK and Europe, specialist Battlefield Tours, and educational experiences across four different brands.
We offer great-value, fully escorted tours to the world's most sought-after destinations.
From short breaks and worldwide adventures to river cruises, festive breaks and holidays designed for the single traveler, Leger Shearings offers hundreds of carefully planned itineraries, with something to suit every customer's interests.
Our contact centre sits at the heart of our business and our growth plans.
We are now looking for an experienced, ambitious Contact Centre professional to join our leadership team as our
Assistant Contact Centre Manager .
This is a genuinely strategic appointment: as well as leading day-to-day performance, you will help shape the future of our contact centre — and you will step up as
Acting Contact Centre Manager from December 2026 for up to 9 months to provide maternity leave cover, with full senior management accountability for the operation during that period.
What will I do as Assistant Contact Centre Manager?
This role works alongside the Contact Centre Manager to lead our team leaders and agents, ensuring customers receive excellent experiences at every contact — while playing an active part in the strategic development of the contact centre.
- Operational leadership
- Manage the daily operations of the contact centre, ensuring SLAs, KPIs, and quality standards are consistently met.
- Supervise team leaders and agents, providing guidance, coaching, and support to deliver positive customer experiences while achieving performance measures.
- Monitor real-time performance dashboards, call metrics, and reporting tools to ensure optimal staffing and productivity.
- Conduct call reviews and audits to ensure customer interactions meet quality standards and compliance requirements.
- Handle escalated customer issues efficiently, ensuring resolution and customer satisfaction.
- Strategic contribution
- Contribute to the contact centre strategy, including channel mix, resourcing models, and the service proposition across our brands.
- Lead workforce planning and capacity forecasting, aligning staffing with campaign activity, seasonal demand peaks, and new product launches.
- Act as the contact centre's voice in cross-functional change programmes — representing operational requirements in new product, systems, and technology initiatives, and leading readiness, training, and go-live support within the contact centre.
- Identify and deliver continuous improvement initiatives that reduce cost-to-serve, improve conversion, and enhance customer experience.
- Champion the adoption of new tools and technology (including AI-enabled capabilities) in line with Group policy, ensuring the team is equipped and confident in their use.
- Own and present performance reporting to senior management, translating data into insight, trends, and clear recommendations.
- Develop talent and succession within the contact centre leadership team, building capability and resilience for the future.
- Maternity Cover — Acting Contact Centre Manager (from December 2026)
- From
- December 2026 , you will step up into the
Contact Centre Manager role to provide maternity leave cover for a period of up to 9 months . During this period you will:
- Hold full accountability for contact centre performance, budget, and resource, reporting directly to the Commercial Director.
- Lead the full contact centre leadership team, including team leaders across Inbound Sales, Customer Service, Relations, and CC Administration.
- Represent the contact centre at senior leadership level, including trading reviews and cross-functional planning.
- Ensure continuity of service, standards, and team engagement throughout the cover period, and support a smooth handover on the Contact Centre Manager's return.
An acting-up arrangement (including an applicable acting-up allowance) will apply for the duration of the cover period and will be confirmed in writing.
Full support and a structured handover will be provided ahead of December 2026.
What shifts will I work as Assistant Contact Centre Manager?
You'll work an average of 37.5 hours a week, Monday to Sunday 9.00am – 8.00pm (depending on seasonal contact centre opening hours). You should expect to work on 1 in 3 weekends.
Where will I be based as Assistant Contact Centre Manager?
You will be based at our Head Office, Rotherham, South Yorkshire, postcode S60 2XR (this is not a work from home role).
How much will I be paid as Assistant Contact Centre Manager?
£50,000 per annum plus a performance related bonus.
An additional acting-up allowance will also apply during the maternity cover period.
What is in it for me as Assistant Contact Centre Manager?
- Free on-site parking.
- 25 days holiday + bank holidays.
- Additional paid leave for your birthday and Christmas Eve.
- Up to 5 days additional leave & up to
£1,580 allowance towards a Leger Shearings Group holiday every year.
- Friends & family discount.
- Opportunities for professional development through a Leger Shearings Scholarship.
- A clear development opportunity: senior-level exposure and full P&L-style accountability during the maternity cover period.
What skills and experience will the successful applicant have?
- Good quality and recent experience in a contact centre line management role is essential; experience deputising for, or operating at, contact centre manager level is highly desirable.
- The credibility and capability to step up to full contact centre leadership, including budget and resource accountability, from December 2026.
- Proven track record in coaching and developing teams to deliver great customer experiences.
- Strong leadership skills with a proven ability to motivate and develop high-performing teams.
- Experience contributing to, or leading, change and improvement initiatives — such as new system rollouts, new product launches, or channel changes — within a contact centre environment.
- Strong commercial awareness, with an understanding of how the contact centre drives sales conversion, retention, and cost-to-serve.
- Excellent communication (written and verbal) and stakeholder management skills, with the confidence to operate at senior leadership level.
- Effective decision maker, comfortable owning decisions independently.
- A coaching style, with a collaborative and team-orientated approach.
- Analytical and data driven, with the ability to interpret performance metrics and customer insight and turn them into action.
- Strong understanding of contact centre operations, KPIs, and workforce management tools.
- Ability to multitask and work effectively under pressure in a fast-paced environment.
• Preference will be given to candidates with any of the following
- Travel and tourism experience
- Six Sigma qualification
- NVQ 3 or 4 in customer service / management
- Any Institute of Customer Service (ICS) training or accreditation
- Or similar
We're looking to make an appointment as soon as we meet a great candidate, so please don't delay in making your application.
No agencies please.
Assistant Contact Centre Manager in Rotherham employer: Leger Shearings Group
At 8Leger Shearings Group, we pride ourselves on being an exceptional employer, offering a competitive salary and a generous holiday allowance that increases with your tenure. Our vibrant work culture encourages team bonding through regular social events, while our commitment to employee growth is evident in the opportunities for professional development and additional leave options. Join us in a role that not only supports our ambitious growth plans but also allows you to enjoy unique benefits like free travel insurance and discounts for friends and family.
StudySmarter Expert Advice🤫
We think this is how you could land Assistant Contact Centre Manager in Rotherham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Leger Shearings Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Leger Shearings Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Assistant Contact Centre Manager in Rotherham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Leger Shearings Group:Your cover letter is your chance to shine! Tell us why you want to work at Leger Shearings Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Leger Shearings Group!
How to prepare for a job interview at Leger Shearings Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
