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, operating 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.
Benefits:
- Additional leave
- Company events
- Employee mentoring programme
- Free or subsidised travel
- Free parking
- Sick pay
Work Location: In person
