We are Leger Shearings Group, one of the UK's most successful operators of Coach, River and Rail holiday tours. We operate across the world, providing enriching holidays to our customers. We care about what we do and we have a fantastic team of colleagues Due to our fantastic growth this year, we now have a unique opportunity for a Customer Relations Manager to join our Rotherham-based Contact Centre management team. This role focuses on leading and managing our Customer Relations team, and delivering the organisation's overall goals. The successful candidate will be a customer-focused and forward thinking management professional, with an ability to lead the Customer Relations team in an environment where delivering an outstanding customer experience is paramount. They will also have a clear vision for ensuring that Leger and Shearings brands remain synonymous with excellence. They will also embody a ‘customer first’ culture and embed that philosophy in your team, while also role modelling our Company's values. The key deliverables and responsibilities will include: People Management Skills • Ability to inspire and motivate team leaders and their teams, fostering a positive work environment. • Ability to develop and track KPIs to measure team performance and customer satisfaction, using data to drive improvements. • Skills in training and developing team leaders to enhance their customer relations capabilities and improve team performance. • Proficient in handling and resolving disputes and conflicts, both within the team and with customers, to maintain a great culture and atmosphere. • Understanding and addressing the emotional needs of both colleagues and customers to strengthen relationships. Customer Service Excellence • Customer-Centric Mindset: Commitment to prioritising customer needs and expectations in all decision-making processes. • Service Quality Standards: Knowledge of best practices in customer service to set and maintain high standards for the team. • Feedback Utilisation: Ability to gather and analyse customer feedback to drive improvements in service delivery. Customer Retention • Relationship Building: Skills in developing long-term relationships with customers to enhance loyalty and retention. • Proactive Problem Solving: Anticipating potential issues and addressing them before they affect customer satisfaction. Brand Protection • Brand Advocacy: Ability to embody and promote the company’s values and brand message, ensuring professionalism and consistency in all commercial interactions. • Incident Management: Skills in managing and mitigating situations that could otherwise impact the brand’s reputation. Continuous Improvement • Analytical Skills: Experienced in conducting root cause analysis (RCA) to identify underlying issues affecting customer satisfaction. • Process Improvement: Experience in implementing processes that enhance efficiency and service quality. Communication and Collaboration • Effective Communication: Strong verbal and written communication skills to convey information clearly to team leaders and customers. • Cross-Functional Collaboration: Ability to work with other departments to share insights and implement changes that benefit the overall customer experience. Strategic Thinking • Vision Development: Capacity to create and communicate a clear vision for customer service excellence within the organisation. • Change Management: Skills in leading teams through transitions and implementing new strategies effectively. 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. The essential requirements for this role are: Meaningful and recent experience in customer relations (or similar) at a management level which includes leading a team. A good understanding of Microsoft programmes such as Word, Excel, Teams, etc. Excellent communication skills, including the ability to produce high quality written communication without the use of AI. Excellent verbal communication skills, including the ability to actively listen, influence, and explain complex subjects in a manner which others fully understand. The desirable (but not essential) requirements for this role are: Meaningful and recent experience in contact centre environment at a management level. Knowledge of travel sector practices and trends. Knowledge of general insurance compliance practices. Experience of legal proceedings as part of a commercial dispute resolution process. The successful candidate will benefit from a great salary with genuine opportunities for career progression. Alongside this, we also offer a great range of benefits, including: 33 days annual leave per year, including public holidays, and the option of purchasing more Your Birthday and Christmas Eve off. Free parking. Sponsored career development opportunities with an LSG Scholarship. Subsidised holidays with up to £1500 every year and paid time off for an LSG break Please no agency applications at this time.