Customer Services Consultant (Holiday Travel

Join our Award Winning Holiday travel team as a Customer Services Advisor!

Established for nearly 40 years, the Leger Shearings Group is the leading provider of escorted holidays across UK, Europe and worldwide by luxury coach, air, & cruise. We're really growing, and due to this success, we're now looking to expand our award winning team! As a Customer Services Advisor, you will support our close knit contact center to deliver a customer focused service for our customers. Handling all queries and acting as a first point of contact, you will provide great service which puts the customer at the heart of what you do. Based at our Rotherham Head Office, You'll work an average of 37.5 hours a week on a rota basis across our Customer Contact Centre opening hours (Mon - Fri 9am - 8pm, Sat 9am - 5pm and Sun 10am - 4pm). This will include some weekends (normally 1 in 3).

This opportunity is based on site and is not suitable for candidates seeking to work remotely.

Why Join Us?

• 30 days annual leave including public holidays, plus an extra day per year of service up to 33 days in total!
• Your Birthday and Christmas Eve as an additional paid holiday!
• £1580 for you and your partner towards one of our Leger or Shearings holidays every year!
• The opportunity to purchase up to 5 additional holiday days!
• Development opportunities through our LSG Scholarship Scheme!

Your Key Responsibilities

• Handle and resolve customer queries in a timely and professional manner, ensuring adherence to company policies and procedures.
• Serve as the primary point of contact for customers, providing empathetic support, clear communication, and effective ownership of any concerns.
• Maintain accurate and detailed records of customer interactions, complaints, and resolutions using CRM systems or case management tools.
• Help customers to purchase value added optional extras for their holiday.
• Communicate with customers via phone, email, and other channels to provide updates, gather feedback, and ensure a positive customer experience throughout the resolution process.
• Stay informed about industry regulations and best practices.
• Uphold the company's reputation for excellence by demonstrating professionalism, integrity, and empathy in all interactions with customers and stakeholders.

• Experience of working in the travel industry or a telephone based customer service role.
• Experience of achieving KPI’s.
• Ability to effectively prioritise, plan and organise workload.
• Ability to resolve customer issues in a professional and empathetic manner.
• Strong attention to detail.
• Sound interpersonal and rapport building skills.
• Outstanding communication skills.
• Strong written skills.
• Excellent objection handling skills.

Experience

• Experience of using internal systems to resolve customer concerns.
• Experience of working to deadlines to achieve business critical activity.
• Ability to effectively compose structured written responses to escalated complaints.
• Ability to effectively communicate with internal departments to resolve customer complaints

We're looking to make an appointment as soon as we find a great person, so if this sounds like you, please apply as soon as possible.

Agency referrals are not requested please.

Benefits:

• Additional leave
• Employee discount
• Free or subsidised travel
• Free parking

Work Location: In person