Assistant Contact Centre Manager (with opportunity for senior management secondment)

JOIN US AS CONTACT CENTRE ASSISTANT MANAGER FOR THE UK'S LARGEST ESCORTED COACH TOUR OPERATOR!

Leger Shearings Group is the UK's largest escorted coach tour operator, offering self-drive breaks, holidays to the UK and Europe, specialist Battlefield Tours, and educational experiences across four different brands. We offer great-value, fully escorted tours to the world's most sought-after destinations. From short breaks and worldwide adventures to river cruises, festive breaks and holidays designed for the single traveler, Leger Shearings offers hundreds of carefully planned itineraries, with something to suit every customer's interests.

Our contact centre sits at the heart of our business and our growth plans. We are now looking for an experienced, ambitious Contact Centre professional to join our leadership team as our Assistant Contact Centre Manager. This is a genuinely strategic appointment: as well as leading day-to-day performance, you will help shape the future of our contact centre — and you will step up as Acting Contact Centre Manager from December 2026 for up to 9 months to provide maternity leave cover, with full senior management accountability for the operation during that period.

What will I do as Assistant Contact Centre Manager?

This role works alongside the Contact Centre Manager to lead our team leaders and agents, ensuring customers receive excellent experiences at every contact — while playing an active part in the strategic development of the contact centre.

Operational leadership

• Manage the daily operations of the contact centre, ensuring SLAs, KPIs, and quality standards are consistently met.
• Supervise team leaders and agents, providing guidance, coaching, and support to deliver positive customer experiences while achieving performance measures.
• Monitor real-time performance dashboards, call metrics, and reporting tools to ensure optimal staffing and productivity.
• Conduct call reviews and audits to ensure customer interactions meet quality standards and compliance requirements.
• Handle escalated customer issues efficiently, ensuring resolution and customer satisfaction.

Strategic contribution

• Contribute to the contact centre strategy, including channel mix, resourcing models, and the service proposition across our brands.
• Lead workforce planning and capacity forecasting, aligning staffing with campaign activity, seasonal demand peaks, and new product launches.
• Act as the contact centre's voice in cross-functional change programmes — representing operational requirements in new product, systems, and technology initiatives, and leading readiness, training, and go-live support within the contact centre.
• Identify and deliver continuous improvement initiatives that reduce cost-to-serve, improve conversion, and enhance customer experience.
• Champion the adoption of new tools and technology (including AI-enabled capabilities) in line with Group policy, ensuring the team is equipped and confident in their use.
• Own and present performance reporting to senior management, translating data into insight, trends, and clear recommendations.
• Develop talent and succession within the contact centre leadership team, building capability and resilience for the future.

Maternity Cover — Acting Contact Centre Manager (from December 2026)

From December 2026, you will step up into the Contact Centre Manager role to provide maternity leave cover for a period of up to 9 months. During this period you will:

• Hold full accountability for contact centre performance, budget, and resource, reporting directly to the Commercial Director.
• Lead the full contact centre leadership team, including team leaders across Inbound Sales, Customer Service, Relations, and CC Administration.
• Represent the contact centre at senior leadership level, including trading reviews and cross-functional planning.
• Ensure continuity of service, standards, and team engagement throughout the cover period, and support a smooth handover on the Contact Centre Manager's return.

An acting-up arrangement (including an applicable acting-up allowance) will apply for the duration of the cover period and will be confirmed in writing. Full support and a structured handover will be provided ahead of December 2026.

What shifts will I work as Assistant Contact Centre Manager?

You'll work an average of 37.5 hours a week, Monday to Sunday 9.00am – 8.00pm (depending on seasonal contact centre opening hours). You should expect to work on 1 in 3 weekends.

Where will I be based as Assistant Contact Centre Manager?

You will be based at our Head Office, Rotherham, South Yorkshire, postcode S60 2XR (this is not a work from home role).

How much will I be paid as Assistant Contact Centre Manager?

£50,000 per annum plus a performance related bonus. An additional acting-up allowance will also apply during the maternity cover period.

What is in it for me as Assistant Contact Centre Manager?

• Free on-site parking.
• 25 days holiday + bank holidays.
• Additional paid leave for your birthday and Christmas Eve.
• Up to 5 days additional leave & up to £1,580 allowance towards a Leger Shearings Group holiday every year.
• Friends & family discount.
• Opportunities for professional development through a Leger Shearings Scholarship.
• A clear development opportunity: senior-level exposure and full P&L-style accountability during the maternity cover period.

What skills and experience will the successful applicant have?

• Good quality and recent experience in a contact centre line management role is essential; experience deputising for, or operating at, contact centre manager level is highly desirable.
• The credibility and capability to step up to full contact centre leadership, including budget and resource accountability, from December 2026.
• Proven track record in coaching and developing teams to deliver great customer experiences.
• Strong leadership skills with a proven ability to motivate and develop high-performing teams.
• Experience contributing to, or leading, change and improvement initiatives — such as new system rollouts, new product launches, or channel changes — within a contact centre environment.
• Strong commercial awareness, with an understanding of how the contact centre drives sales conversion, retention, and cost-to-serve.
• Excellent communication (written and verbal) and stakeholder management skills, with the confidence to operate at senior leadership level.
• Effective decision maker, comfortable owning decisions independently.
• A coaching style, with a collaborative and team-orientated approach.
• Analytical and data driven, with the ability to interpret performance metrics and customer insight and turn them into action.
• Strong understanding of contact centre operations, KPIs, and workforce management tools.
• Ability to multitask and work effectively under pressure in a fast-paced environment.
• Preference will be given to candidates with any of the following:
• Travel and tourism experience
• Six Sigma qualification
• NVQ 3 or 4 in customer service / management
• Any Institute of Customer Service (ICS) training or accreditation
• Or similar

We're looking to make an appointment as soon as we meet a great candidate, so please don't delay in making your application.

No agencies please.

Benefits:

• Additional leave
• Company events
• Employee discount
• Employee mentoring programme
• Free or subsidised travel
• Free parking
• Sick pay

Work Location: In person