At a Glance
- Tasks: Help customers resolve travel issues and ensure they enjoy their holidays.
- Company: Join our award-winning team at Leger Shearings in Rotherham.
- Benefits: Earn £30,000, enjoy 30 days annual leave, and get discounts on holidays.
- Other info: Flexible working hours with a supportive team and opportunities for professional development.
- Why this job: Make a real difference in customers' travel experiences while growing your career.
- Qualifications: Experience in customer relations and excellent communication skills required.
The predicted salary is between 24000 - 26000 £ per year.
- Join Our Award Winning Team as a
- Customer Insight & Resolution Consultant
- Leger Shearings Head Office Team – Rotherham (S60 2XR)
We’ve been taking people on dream holidays for more than 40 years, and we're growing!
Due to this success, we're now looking to expand our award winning team.
We're now we’re looking for friendly, and skilled customer relations colleagues to help us continue our growth.
If you love talking about travel, helping others and making people happy, and want to earn a great salary doing it, you might be just who we’re looking for!
Our Customer Relations team are experts in their field, providing high levels of service and care to ensure customer needs are met and any concerns are resolved quickly and effectively.
We now have a fantastic opportunity for an experienced customer relations professional to join our team as our Customer Insight & Resolutions Consultant.
This is a brand-new, hands-on role for someone who thrives on solving problems in the moment and is just as passionate about getting to the root cause of an issue as they are about resolving it for the customer in front of them.
Reporting to the Performance Lead and sitting deliberately outside day-to-day Operations, you will resolve customer concerns while a customer is still on tour — ensuring they can enjoy the rest of their holiday — before identifying the root cause of each issue and feeding this back to the wider business to prevent it happening again.
Our contact centre operates Monday to Friday 9am–8pm, Saturday 9am–5pm and Sunday 10am–4pm, and as issues can arise at any point during a live tour, this role includes some flexibility around rota patterns, including occasional weekend cover, to reflect our busier periods throughout the year.
- What You’ll Get
- A clear, generous pay package: Your salary will be £30,000 - we believe salary transparency matters.
- Work–life balance: You’ll work 37.5 hours a week on a rota (between the hours Mon–Fri 9 am–8 pm, Sat 9 am–5 pm, Sun 10 am–4 pm) with published schedules so you can plan ahead.
- Room to grow: Training is part of the deal – because learning and development help people stay and thrive.
We’ll show you the ropes and help you progress through our LSG Scholarship programme.
- A modern and professional environment, working as part of a close knit team with the opportunity to have a direct impact on our business!
Fantastic benefits!
Up to £1580 every year for you and your partner to use towards a Leger Shearings holiday (and we'll even given you up to 5 days extra paid leave to take it!)
- 30 days’ annual leave (including bank holidays) rising by an additional day each year up to 33 days, plus your birthday and Christmas Eve off, and an option to buy another 5 days annual leave.
- Great friends & family discounts, free parking, free eye tests, and contributions towards glasses.
- A friendly team with regular social events and wellbeing initiatives.
- Free parking every day.
- What will you do as a
Customer Insight & Resolution Consultant?
Your role is a specialist one, including
- Customer Resolution (On Tour)
- Take live calls and messages from customers, drivers, tour managers and suppliers when a customer on tour flags dissatisfaction.
- Act quickly and empathetically to understand each issue, reassure the customer, and agree a resolution that lets them get back to enjoying their holiday.
- Liaise directly with Operations, suppliers, hotels and coach/tour teams in real time to put a resolution in place without needing to escalate every case.
- Root Cause Analysis & Prevention
- Identify the true root cause of each issue — not just the symptom — through effective questioning and follow-up.
- Spot patterns and trends across cases, feeding insights back to the Performance Lead and wider business so recurring issues are fixed at source.
- Work collaboratively across the business to drive improvements in processes, communication and documentation that reduce avoidable on-tour issues.
- Records & Reporting
- Maintain clear, accurate records of each case, resolution and root cause for reporting purposes.
- Contribute to regular reporting on themes, trends, and the impact of resolutions and preventative actions.
- Maintain accurate records of customer interactions using CRM systems, ensuring data quality and compliance.
- Customer Care & Vulnerable Customers
- Maintain exceptional standards of customer care while a customer is still on their holiday, handling sensitive or escalated situations with professionalism, empathy and effective problem-solving.
- Champion the identification and appropriate support of vulnerable customers, ensuring issues are recognised and responded to with care and sensitivity while they are still away.
- Uphold high-quality standards in every customer interaction, ensuring compliance with company policies and regulatory requirements.
- Independence & Collaboration
- Build strong working relationships across Operations, Customer Relations and suppliers, while retaining the independence needed to represent the customer's interests.
- Demonstrate up-to-date product and brand knowledge, with in-depth knowledge of our portfolio of destinations and supplier products.
- Stay across industry developments, destinations and supplier changes, using this knowledge to support customers accurately and confidently while they're away.
Where will you be based?
You will be based at our Head Office Contact Centre in Rotherham, South Yorkshire, postcode S60 2XR.
Who you are? Skills we're looking for.
- Senior customer relations experience: You bring at least twelve months’ experience in a good quality customer relations role, ideally in a Contact Centre type role.
- Excellent communicator: You can build rapport quickly, listen actively, and convey information clearly over the phone and in writing.
- Consultative and problem-solving approach: You’re skilled at asking the right questions to understand customer needs and confidently recommending solutions to meet needs.
- Tech-savvy: You’re at ease using computer and phone systems, and you can learn our booking and CRM tools quickly.
- Organised and goal-oriented: You can manage your time, follow up customer cases, and meet targets without compromising on service quality.
- Team player: You enjoy working in a supportive, on-site team environment at our Rotherham HQ, and you contribute to a positive workplace culture.
- Passion for travel: You’re excited about holidays and destinations, our training will help you build product knowledge even if you’re new to the travel sector.
Sound Like You?
We not looking for an AI recap of the role in your application; instead, we really want to see your genuine experiences and personality.
Please avoid submitting AI-generated CVs, share real examples from your customer service roles that show how you communicate with customers, resolve issues, and work with a team.
Your unique story and passion for travel will help us understand how you’ll fit into our supportive team.
Please note that we do often receive lots of applications, and we may not have the opportunity to reply to everyone.
If you don't receive reply within 7 days, please assume your application has been unsuccessful on this occasion.
Thanks!
No agencies please.
Customer Insight & Resolution Consultant in Rotherham employer: Leger Shearings Group
At Leger Shearings, we pride ourselves on being an exceptional employer, offering a vibrant work culture in our Rotherham head office where teamwork and personal growth are at the forefront. With a generous salary, extensive benefits including holiday discounts, and a commitment to employee development through our LSG Scholarship programme, we ensure that our Customer Insight & Resolution Consultants not only thrive in their roles but also enjoy a fulfilling work-life balance. Join us and be part of a friendly team dedicated to making travel dreams come true while enjoying a supportive environment with regular social events and wellbeing initiatives.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight & Resolution Consultant 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 Customer Insight & Resolution Consultant 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.
