Customer Services Advisor

3 days ago

Rotherham S XR, United Kingdom Leger Shearings Group Full time

Job Advert

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.

This role will support the contact center to deliver a customer focused and effective 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.

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). Ave 1 in 3 weekends.

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.
  • 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.

Job Requirements

  • Experience of working in the travel industry or 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

What's on offer

22 days annual leave, plus an extra day per year of service until 25 days

Birthday and Christmas Eve as an additional holiday

£1500 towards one of our Leger or Shearings holidays per year

Opportunity to purchase up to 5 additional holiday days

Development opportunities through our LSG Scholarship Scheme

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