Job Advert
Lead a team. Protect vulnerable customers. Make a real difference.
At Leger Shearings Group, we've been creating unforgettable coach, river and rail holidays for over 40 years. As one of the UK's leading escorted tour operators, we're passionate about delivering exceptional customer experiences, and we're looking for an experienced leader to help us do just that. We're seeking a Customer Relations Team Leader (Safeguarding & Resolution) to lead our Customer Relations team, personally manage complex and sensitive customer cases, and champion the safety and wellbeing of our customers, many of whom may be vulnerable.
This is a hands-on leadership role combining team management with direct case ownership. Alongside coaching and supporting your team, you'll investigate and resolve serious complaints, take responsibility for safeguarding matters and vulnerable customer cases, and ensure every customer receives a fair, timely and compassionate outcome.
This is a fantastic opportunity for an experienced complaints, customer relations or customer service leader who enjoys coaching teams, solving challenging problems and making a genuine difference to customers when they need support the most.
What You'll Be Doing
As Customer Relations Team Leader (Safeguarding & Resolution), you will:
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Lead, motivate and develop our Customer Relations team, fostering a culture of accountability, empathy and customer excellence.
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Personally investigate and resolve serious, complex and high-profile customer complaints.
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Act as the senior escalation point for the most sensitive and challenging customer cases.
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Take ownership of safeguarding concerns involving vulnerable customers and ensure appropriate support, interventions and resolutions are delivered.
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Manage vulnerable customer cases from initial referral through to conclusion, working closely with customers, families, carers and internal stakeholders where appropriate.
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Make informed decisions in complex situations where customer wellbeing, reputational risk and commercial considerations must be carefully balanced.
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Ensure customers receive fair, timely and compassionate resolutions in line with company standards and business requirements.
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Work closely with senior stakeholders across the business, including operational, commercial and leadership teams.
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Maintain high standards of complaint handling, quality assurance and compliance.
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Analyse trends and identify opportunities to improve customer outcomes, processes and team performance.
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Coach and support team members in handling complaints, customer feedback and safeguarding-related matters.
What We're Looking For
We're looking for someone who can confidently balance customer advocacy, safeguarding responsibilities and team leadership. You'll ideally have:
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Experience leading or supervising a customer service, complaints or customer relations team.
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Strong complaint handling, investigation and case management skills, with experience personally managing serious or complex complaints.
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Experience supporting vulnerable customers and dealing with safeguarding concerns in a professional environment.
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Confidence taking ownership of sensitive customer situations and making decisions in challenging circumstances.
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Excellent communication and influencing skills, both written and verbal.
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Strong judgement and the ability to remain calm under pressure.
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Experience working with senior stakeholders and handling escalated cases.
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A proactive approach to coaching, developing and supporting team members.
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Strong organisational skills and the ability to manage multiple complex cases simultaneously.
Experience within travel, leisure, transport, care, financial services or other customer-focused industries would be advantageous but is not essential.
Why Join Us?
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£32,000 - £35,000 salary depending on experience.
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37.5-hour week with published rotas to help you plan ahead.
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Up to £1,580 holiday credit each year for you and your partner, plus up to 5 additional paid days to enjoy your trip.
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30 days annual leave including bank holidays, increasing with service.
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Birthday off and Christmas Eve off.
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Option to buy up to 5 additional days' leave.
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Friends and family travel discounts.
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Free parking.
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Free eye tests and contribution towards glasses.
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Learning and development opportunities, including our LSG Scholarship Programme.
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Regular social events and wellbeing initiatives.
Working Hours
Our Contact Centre operates:
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Monday to Friday: 9am - 8pm
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Saturday: 9am - 5pm
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Sunday: 10am - 4pm
This role works on a rota basis and includes one in three weekends.
This is a fully office-based role at our Rotherham Head Office, allowing you to work closely with your team, support customers effectively and collaborate with colleagues across the business.
Ready to Make a Difference?
If you're an experienced customer service or complaints leader with a passion for developing people, resolving complex customer issues and protecting vulnerable customers, we'd love to hear from you.
This role offers the opportunity to lead a high-performing team while directly managing some of the most important and sensitive cases within our business. You'll play a vital role in ensuring customers are treated fairly, complaints are resolved effectively, and vulnerable customers receive the support and protection they need.
Apply today and help us deliver exceptional customer care at every stage of the journey.
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.
