Customer Insight & Resolution Consultant

Join Our Award Winning Team as a Customer Insight & Resolution Consultant

Leger Shearings Head Office Team – Rotherham (S60 2XR)

We’ve been taking people on dream holidays for more than 40 years, and we're growing! Due to this success, we're now looking to expand our award winning team. We're now we’re looking for friendly, and skilled customer relations colleagues to help us continue our growth. If you love talking about travel, helping others and making people happy, and want to earn a great salary doing it, you might be just who we’re looking for! Our Customer Relations team are experts in their field, providing high levels of service and care to ensure customer needs are met and any concerns are resolved quickly and effectively.

We now have a fantastic opportunity for an experienced customer relations professional to join our team as our Customer Insight & Resolutions Consultant. This is a brand-new, hands-on role for someone who thrives on solving problems in the moment and is just as passionate about getting to the root cause of an issue as they are about resolving it for the customer in front of them. Reporting to the Performance Lead and sitting deliberately outside day-to-day Operations, you will resolve customer concerns while a customer is still on tour — ensuring they can enjoy the rest of their holiday — before identifying the root cause of each issue and feeding this back to the wider business to prevent it happening again.

Our contact centre operates Monday to Friday 9am–8pm, Saturday 9am–5pm and Sunday 10am–4pm, and as issues can arise at any point during a live tour, this role includes some flexibility around rota patterns, including occasional weekend cover, to reflect our busier periods throughout the year.

What You’ll Get

• A clear, generous pay package: Your salary will be £30,000 - 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 up to 33 days, 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.

What will you do as a Customer Insight & Resolution Consultant?

Customer Resolution (On Tour)

• Take live calls and messages from customers, drivers, tour managers and suppliers when a customer on tour flags dissatisfaction.
• Act quickly and empathetically to understand each issue, reassure the customer, and agree a resolution that lets them get back to enjoying their holiday.
• Liaise directly with Operations, suppliers, hotels and coach/tour teams in real time to put a resolution in place without needing to escalate every case.

Root Cause Analysis & Prevention

• Identify the true root cause of each issue — not just the symptom — through effective questioning and follow-up.
• Spot patterns and trends across cases, feeding insights back to the Performance Lead and wider business so recurring issues are fixed at source.
• Work collaboratively across the business to drive improvements in processes, communication and documentation that reduce avoidable on-tour issues.

Records & Reporting

• Maintain clear, accurate records of each case, resolution and root cause for reporting purposes.
• Contribute to regular reporting on themes, trends, and the impact of resolutions and preventative actions.
• Maintain accurate records of customer interactions using CRM systems, ensuring data quality and compliance.

Customer Care & Vulnerable Customers

• Maintain exceptional standards of customer care while a customer is still on their holiday, handling sensitive or escalated situations with professionalism, empathy and effective problem-solving.
• Champion the identification and appropriate support of vulnerable customers, ensuring issues are recognised and responded to with care and sensitivity while they are still away.
• Uphold high-quality standards in every customer interaction, ensuring compliance with company policies and regulatory requirements.

Independence & Collaboration

• Build strong working relationships across Operations, Customer Relations and suppliers, while retaining the independence needed to represent the customer's interests.
• Demonstrate up-to-date product and brand knowledge, with in-depth knowledge of our portfolio of destinations and supplier products.
• Stay across industry developments, destinations and supplier changes, using this knowledge to support customers accurately and confidently while they're away.

Where will you be based?

You will be based at our Head Office Contact Centre in Rotherham, South Yorkshire, postcode S60 2XR.

Who you are? Skills we're looking for.

• Senior customer relations experience: You bring at least twelve months’ experience in a good quality customer relations role, ideally in a Contact Centre type role.
• Excellent communicator: You can build rapport quickly, listen actively, and convey information clearly over the phone and in writing.
• Consultative and problem-solving approach: You’re skilled at asking the right questions to understand customer needs and confidently recommending solutions to meet needs.
• Tech-savvy: You’re at ease using computer and phone systems, and you can learn our booking and CRM tools quickly.
• Organised and goal-oriented: You can manage your time, follow up customer cases, and meet targets without compromising on service quality.
• Team player: You enjoy working in a supportive, on-site team environment at our Rotherham HQ, and you contribute to a positive workplace culture.
• Passion for travel: You’re excited about holidays and destinations, our training will help you build product knowledge even if you’re new to the travel sector.

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 customer service 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
• Company pension
• Employee discount
• Free or subsidised travel
• Free parking
• Sick pay

Work Location: In person