Head of Customer Operations
| Dyddiad hysbysebu: | 11 Chwefror 2026 |
|---|---|
| Cyflog: | £70,000 i £85,000 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | Competitive |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 12 Mawrth 2026 |
| Lleoliad: | Leeds City Centre, Leeds, NO CODE |
| Cwmni: | Lantern UK |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 1175725 |
Crynodeb
Head of Customer Operations
About us / the role
Lantern Debt Recovery Services Limited is a leading financial solutions provider and part of the Lantern Group. As the business continues a sustained period of growth, we are now seeking a Head of Customer Operations to join us in this newly created role, reporting to the Chief Operating Officer.
You will ideally possess a strong background in owning. leading and delivering the company’s strategy for its B2C operation, continuously improving customer service delivery aligned with both our strategic goals and customer expectations. You will deliver operational excellence through data-driven decision making, innovation and strong stakeholder engagement, whilst fostering a high performance culture.
You will bring strong expertise in debt collection or recoveries within regulated environments, translating data and technology into compassionate and compliant outcomes. Your demonstrable rigour, understanding of governance, analytical skills and best practice process design and experience will deliver robust and agile customer operations as the business continues to evolve in an ever evolving landscape.
What you'll be doing
Leading by by example, championing a positive, solution‑focused and commercially aware mindset, while modelling behaviours that support an inclusive and collaborative culture.
Supporting the shaping and operational delivery of the collections strategy, using innovative and
customer‑centric approaches that improve outcomes and align with strategic goals.
Collaborate cross-functionally to develop and drive collections solutions that benefit all stakeholders and enhance operational outcomes.
Maintaining strong regulatory compliance by ensuring all activities meet UK consumer credit laws, FCA standards (including Consumer Duty) and internal governance requirements, supported by regular monitoring and reporting.
Using data and insight to identify risks, track portfolio performance and drive
informed decision‑making, presenting clear recommendations to the SLT when needed.
Building a high‑performing senior management team through clear goal‑setting, supportive development and continuous feedback.
Strengthening operational excellence by continually improving policies, processes, workflows and technology to enhance efficiency, customer experience and compliant delivery.
Enable managers to interpret data effectively and apply insights to drive targeted improvements in low performing areas.
Oversee the Performance & Planning function, ensuring accurate forecasting, scheduling and capacity planning to meet business demand.
Optimisation of performance and operational processes to improve efficiency, utilisation and scalability.
Lead the Business Processing function, ensuring the delivery of effective administrative support and high-quality data outputs delivering recommendations on how to further strengthen and develop debt management outsourced partnerships.
Partner closely with other peers across operations, including Recruitment, L&D, QA and Customer Experience to influence hiring profiles, onboarding, coaching frameworks and quality standards.
Build relationships with external partners, such as technology providers or debt management firms.
Act as a senior operational leader within the business, contributing to wider strategy.
What you’ll bring
Strong strategic and operational understanding of regulatory requirements across debt collection activities, with a commitment to fair and consistent customer outcomes.
A proactive, partnership‑focused mindset, working closely with senior leaders across the business, demonstrating excellent communication skills, with the ability to listen, engage and convey information clearly in both written and verbal formats.
Confident in leading, motivating and supporting others to deliver the company’s collections strategy
Experience in navigating a fast‑paced, evolving environment, using a solution‑focused approach to balance customer, stakeholder and business needs.
Innovative oversight of improving / enhancing customer operations systems and customer contact initiatives to maximise engagement and deliver financial targets.
A credit related qualification (CICM) is preferred but not essential.
A passion for developing a high performing team in a fast paced ever changing landscape.
What’s in it for you
70-85k salary (DOE)
Annual Bonus scheme
25 days annual leave (rising to 30 with Length of service)
Holiday buy scheme
Private Healthcare
Healthcare cashplan / Employee Assistance program
Retail and Gym discounts platform access
Life Insurance
Competitive pension
Free parking (at some of our offices)
Hybrid working
Free breakfast / snacks and treats
A genuine career path with a growing, market leading financial services business that puts its customers and colleagues at the heart of everything it stands for.
Interested? Apply today and be part of Lantern’s exciting growth!
Due to the nature of our business, all offers of employment are subject to Lantern’s background and vetting checks, which include but not limited to; satisfactory employment references, DBS (basic) and a credit file search.
About us / the role
Lantern Debt Recovery Services Limited is a leading financial solutions provider and part of the Lantern Group. As the business continues a sustained period of growth, we are now seeking a Head of Customer Operations to join us in this newly created role, reporting to the Chief Operating Officer.
You will ideally possess a strong background in owning. leading and delivering the company’s strategy for its B2C operation, continuously improving customer service delivery aligned with both our strategic goals and customer expectations. You will deliver operational excellence through data-driven decision making, innovation and strong stakeholder engagement, whilst fostering a high performance culture.
You will bring strong expertise in debt collection or recoveries within regulated environments, translating data and technology into compassionate and compliant outcomes. Your demonstrable rigour, understanding of governance, analytical skills and best practice process design and experience will deliver robust and agile customer operations as the business continues to evolve in an ever evolving landscape.
What you'll be doing
Leading by by example, championing a positive, solution‑focused and commercially aware mindset, while modelling behaviours that support an inclusive and collaborative culture.
Supporting the shaping and operational delivery of the collections strategy, using innovative and
customer‑centric approaches that improve outcomes and align with strategic goals.
Collaborate cross-functionally to develop and drive collections solutions that benefit all stakeholders and enhance operational outcomes.
Maintaining strong regulatory compliance by ensuring all activities meet UK consumer credit laws, FCA standards (including Consumer Duty) and internal governance requirements, supported by regular monitoring and reporting.
Using data and insight to identify risks, track portfolio performance and drive
informed decision‑making, presenting clear recommendations to the SLT when needed.
Building a high‑performing senior management team through clear goal‑setting, supportive development and continuous feedback.
Strengthening operational excellence by continually improving policies, processes, workflows and technology to enhance efficiency, customer experience and compliant delivery.
Enable managers to interpret data effectively and apply insights to drive targeted improvements in low performing areas.
Oversee the Performance & Planning function, ensuring accurate forecasting, scheduling and capacity planning to meet business demand.
Optimisation of performance and operational processes to improve efficiency, utilisation and scalability.
Lead the Business Processing function, ensuring the delivery of effective administrative support and high-quality data outputs delivering recommendations on how to further strengthen and develop debt management outsourced partnerships.
Partner closely with other peers across operations, including Recruitment, L&D, QA and Customer Experience to influence hiring profiles, onboarding, coaching frameworks and quality standards.
Build relationships with external partners, such as technology providers or debt management firms.
Act as a senior operational leader within the business, contributing to wider strategy.
What you’ll bring
Strong strategic and operational understanding of regulatory requirements across debt collection activities, with a commitment to fair and consistent customer outcomes.
A proactive, partnership‑focused mindset, working closely with senior leaders across the business, demonstrating excellent communication skills, with the ability to listen, engage and convey information clearly in both written and verbal formats.
Confident in leading, motivating and supporting others to deliver the company’s collections strategy
Experience in navigating a fast‑paced, evolving environment, using a solution‑focused approach to balance customer, stakeholder and business needs.
Innovative oversight of improving / enhancing customer operations systems and customer contact initiatives to maximise engagement and deliver financial targets.
A credit related qualification (CICM) is preferred but not essential.
A passion for developing a high performing team in a fast paced ever changing landscape.
What’s in it for you
70-85k salary (DOE)
Annual Bonus scheme
25 days annual leave (rising to 30 with Length of service)
Holiday buy scheme
Private Healthcare
Healthcare cashplan / Employee Assistance program
Retail and Gym discounts platform access
Life Insurance
Competitive pension
Free parking (at some of our offices)
Hybrid working
Free breakfast / snacks and treats
A genuine career path with a growing, market leading financial services business that puts its customers and colleagues at the heart of everything it stands for.
Interested? Apply today and be part of Lantern’s exciting growth!
Due to the nature of our business, all offers of employment are subject to Lantern’s background and vetting checks, which include but not limited to; satisfactory employment references, DBS (basic) and a credit file search.