At a Glance
- Tasks: Lead and coach a dynamic customer service team in a fast-paced environment.
- Company: Join Leger Shearings Group, a top UK holiday tour operator with over 40 years of experience.
- Benefits: Enjoy a competitive salary, generous holiday perks, and a supportive work culture.
- Other info: Work in a vibrant office with opportunities for personal growth and fun team events.
- Why this job: Make a real impact by developing your team and enhancing customer experiences.
- Qualifications: Experience in a busy contact centre and a passion for coaching others.
The predicted salary is between 32000 - 32000 £ per year.
Join Our Award Winning Team as a Customer Service Team Leader!
We are Leger Shearings Group, one of the UK's most successful operators of Coach, River and Rail holiday tours.
We’ve been taking people on dream holidays for more than 40 years, o perating across the world, providing enriching holidays to our customers.
We care about what we do and have a fantastic team of colleagues!
We are looking for a highly motivated and experienced
Customer Service Team Leader to join our busy contact centre.
This is a hands-on leadership role for someone who thrives in a fast-paced, high-volume environment and is passionate about developing their people, delivering exceptional customer service, and continuously improving the way we work.
Reporting to the Customer Service Manager, you will lead a team of customer service representatives and complaints handlers — coaching them to be their best, championing quality standards, and playing a key role in reducing demand and errors across the contact centre.
Our contact centre operates Monday to Friday 9am–8pm, Saturday 9am–5pm and Sunday 10am–4pm, and this role includes rotational weekend working on a one-in-three basis to reflect our busier periods throughout the year.
What will you do as a Customer Service Team Leader?
The key responsibilities and accountabilities will include
- People & Coaching
- Lead, coach and mentor a team of customer service representatives and complaints handlers, providing regular one-to-one sessions, performance feedback and development support.
- Set clear performance expectations and KPIs, monitoring progress and taking proactive steps to address gaps or underperformance.
- Create a positive, inclusive team culture where colleagues feel valued, motivated and accountable — and where continuous improvement is the norm.
- Call Centre Performance
- Manage team performance in a busy, high-volume call centre environment, ensuring calls are handled efficiently and to the highest standard at all times.
- Monitor call handling, wrap times and contact volumes, identifying trends and working proactively with the team to maintain quality during peak periods.
- Conduct regular team meetings to share updates, provide training and address any operational challenges.
- Demand Reduction & Error Management
- Actively analyse repeat contact patterns and identify root causes, developing and implementing strategies to reduce unnecessary demand and improve first-contact resolution.
- Spot errors and process gaps that lead to repeat contacts or customer dissatisfaction, feeding back findings clearly to the wider team and relevant business areas.
- Work collaboratively across the business to drive improvements in processes, communication and documentation that reduce avoidable contacts.
- Customer Service & Vulnerable Customers
- Maintain exceptional standards of customer service across the team, handling escalated queries and complaints with professionalism, empathy and effective problem-solving.
- Champion the identification and appropriate support of vulnerable customers, ensuring the team is equipped to recognise vulnerability and respond with care and sensitivity.
- Uphold and embed high-qualitystandards in every customer interaction, ensuring compliance with company policies and regulatory requirements.
- Continuous Improvement
- Identify opportunities to improve customer service processes and complaint handling, contributing ideas and insights that drive meaningful service improvements.
- Stay ahead of industry trends, regulatory changes and customer feedback, using these insights to inform improvement initiatives.
- Maintain accurate records of customer interactions using CRM systems, ensuring data quality and compliance.
Who you are? Skills we're looking for.
The requirements for this role are
- Proven experience in a busy contact centre environment with high call volumes — you know what it takes to manage performance under pressure.
- A natural people coach — you get genuine satisfaction from developing others and helping your team grow.
- A strong track record of identifying and reducing repeat contact and demand, with the ability to spot patterns and take action.
- Excellent eye for detail, with experience feeding back errors and process issues to drive quality improvement across the team.
- A commitment to delivering exceptional levels of customer service in every interaction.
- Experience supporting vulnerable customers, with a sensitive and considered approach.
- Ability to work well under pressure, managing workload effectively and keeping the team focused during busy periods.
- Strong communication and interpersonal skills — you can adapt your style whether coaching an individual, leading a team huddle or escalating to senior management.
- Experience achieving and reporting against KPIs in a customer service setting.
Where will you be based?
You will be based at our Head Office Contact Centre in Rotherham, South Yorkshire, postcode S60 2XR.
Due to the nature and requirements of this role it is 100% office based at our Rotherham Head Office, and we would not consider it suitable for candidates wishing to work remotely, either on a hybrid or full basis.
- What You’ll Get
- A clear, generous pay package: Your salary will be £32,000 - 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, 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.
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 previous 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 Service Team Leader in Rotherham employer: Leger Shearings Group
At Leger Shearings Group, we pride ourselves on being an exceptional employer, offering a vibrant work culture that values teamwork and personal development. Our Rotherham-based contact centre provides a supportive environment where you can thrive, with generous benefits including a competitive salary, extensive holiday allowances, and opportunities for professional growth through our LSG Scholarship programme. Join us to make a meaningful impact while enjoying a fulfilling career in the travel industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader 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 Service Team Leader 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.
