At a Glance
- Tasks: Lead a dynamic contact centre team and enhance customer experiences daily.
- Company: Join the UK's largest escorted coach tour operator, Leger Shearings Group.
- Benefits: Enjoy competitive salary, bonus, 25 days holiday, and unique travel perks.
- Other info: Acting Contact Centre Manager role offers senior-level exposure and development.
- Why this job: Step into a strategic role with real impact and growth opportunities.
- Qualifications: Experience in contact centre management and strong leadership skills required.
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 (with opportunity for senior management secondment) in Rotherham employer: Leger Shearings Group
Leger Shearings Group is an exceptional employer, offering a vibrant work culture that prioritises employee development and engagement. With competitive benefits such as 25 days holiday, additional leave for special occasions, and opportunities for professional growth through scholarships, employees are empowered to thrive in their roles. Located in Rotherham, South Yorkshire, the company provides a supportive environment where you can make a meaningful impact while enjoying the perks of working for the UK's largest escorted coach tour operator.
StudySmarter Expert Advice🤫
We think this is how you could land Assistant Contact Centre Manager (with opportunity for senior management secondment) in Rotherham
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We think you need these skills to ace Assistant Contact Centre Manager (with opportunity for senior management secondment) in Rotherham
Some tips for your application 🫡
Show Your Passion for Travel:In the travel and tourism industry, your love for exploration and different cultures should shine through in your application. Make sure to share personal anecdotes or experiences that highlight your enthusiasm for travel—this can really set you apart when applying for the Assistant Contact Centre Manager (with opportunity for senior management secondment) role at Leger Shearings Group.
Highlight Your Customer Service Skills:Customer service is king in travel and tourism. When detailing your work experience, focus on situations where you provided outstanding service or resolved customer issues, as this demonstrates your ability to ensure client satisfaction. Include specific examples in your CV to show that you're ready to face the challenges of the Assistant Contact Centre Manager (with opportunity for senior management secondment) position at Leger Shearings Group.
Keep Your CV Travel-Themed:When it comes to CV conventions in the travel industry, think of including any relevant certifications or training you've completed, like first aid or tour guiding courses. If you've travelled widely yourself, don't hesitate to mention that—it's all about showing your background fits the globetrotting vibe of Leger Shearings Group.
Craft a Compelling Cover Letter:Your cover letter should not only explain why you're a great fit but also reflect your personality! Use this space to express what excites you about the travel sector and how you can contribute to Leger Shearings Group's adventures. Share any unique perspectives or ideas you have to enhance the travel experience, especially as a full-time Assistant Contact Centre Manager (with opportunity for senior management secondment).
How to prepare for a job interview at Leger Shearings Group
✨Show Off Your Travel Knowledge
For a role in travel and tourism, it’s vital to demonstrate your knowledge of different destinations, cultures, and travel trends. Brush up on popular destinations and recent changes in travel restrictions. We suggest bringing some interesting travel stories or experiences to share—this can help you connect personally with the interviewer!
✨Prepare for Customer Scenarios
Expect to be hit with customer service scenarios during the interview. They might ask how you'd handle a challenging traveller or resolve a booking issue. Think of a few real-life examples from your experiences, even if they’re just from customer service roles. This will show that you're ready for the field and have the right mindset to tackle on-the-ground challenges!
✨Highlight Your Flexibility and Passion
In a full-time travel position, there are often irregular hours and spontaneous travel opportunities. Be sure to convey your flexibility and willingness to embrace the unpredictable nature of this industry. Let’s showcase that enthusiasm for travel and how it drives your decision-making!
✨Know the Tools of the Trade
Get familiar with travel booking systems and tools, such as Amadeus or Sabre. If you have experience using any specific software or even social media for travel promotions, bring that up! We want to show that you can hit the ground running and adapt quickly to their processes at Leger Shearings Group.
