Customer Service Team Leader
| Posting date: | 04 March 2026 |
|---|---|
| Salary: | £34,540.81 per year |
| Additional salary information: | Competitive |
| Hours: | Full time |
| Closing date: | 02 April 2026 |
| Location: | Leeds, West Yorkshire, LS1 5AA |
| Company: | Lantern UK |
| Job type: | Permanent |
| Job reference: | 1181676 |
Summary
Customer Service Team Leader – Leeds City Centre, LS1
We’re recruiting for a Customer Service Team Leader where you will inspire lead and coach a team of customer service representatives. Their aim is to focus on supporting and helping our customers in achieving the most appropriate and sustainable solution to their outstanding debt balance. You’ll achieve this by leading by example and supporting the team to deliver a high level of customer experience in every interaction. Coaching and mentoring your team in strong negotiation, active listening and excellent communication skills. You will be responsible for supporting personal development plans, setting SMART plans where required. Ensuring team members have both the required skills and knowledge and necessary tools to successfully deliver to dept and company KPI’s, identifying any training needs or gaps. You will be responsible for managing sickness and absence levels to target by adhering to company attendance policies, seeking counsel from HR where required. You will actively monitor and manage the overall performance of your direct reports, whilst supporting your peer group and the wider operations team.
Salary: £34,540.81
Your benefits
• Taking a break: 25 days holiday rising annually to a maximum of 28 days + all public holidays
• Financial support: exclusive retail discounts, candidate referral rewards, life insurance (x 4 salary) and a monthly bonus of up to 15% of salary.
• Saving for your future: up to 8% employer contribution to your pension pot.
• Your wellbeing: Wellness programs, Corporate events, Cashback healthcare plan, Employee Assistance Program, and digital GP services.
• Personal career growth: Ongoing training and development opportunities.
• Recognition: Company values awards and loyalty awards to celebrate outstanding colleagues
• Supporting our community: Paid volunteering days in support of our main charitable partner.
What you’ll be doing
As a Customer Service Team Leader you will motivate and lead representatives to ensure strict adherence to Key Performance indicators and Service Level Agreements, whilst proactively managing and dealing with any under-performance
• To develop and coach representatives to deliver fair customer outcomes through mentoring, both side by side and remote coaching, providing the relevant training and required monitoring
• To proactively observe and monitor team and department performance against KPI’s and Service Level Agreements. Taking appropriate and timely actions to remedy any negative trends or shortfalls in expected performance
• Regularly assess, develop, recognise and optimise team performance through coaching and feedback, 121s and balanced scorecard reviews, to support and build representatives skills and capability
• Champion clear communication by cascading company messages to representatives in a timely, positive and effective manner, check for understanding and actively provide feedback to the Head of Collections. Hold regular team briefs and team meetings in line with planning and resource requirements
• Ensure individuals and the team are compliant with all applicable policies, procedures and role competency requirements and deliver fair outcomes for every customer
• Adhere to HR policies and procedures ensuring a fair and consistent approach to managing your team
• Lead, motivate and empower the team to undertake root cause analysis and comply with risk requirements to ensure a robust and consistent approach is taken.
• Encourage the team to consider all relevant information to make the right decisions, reach a fair and appropriate outcome and have a passion to always do the right thing for our customers
• Lead by example, an advocate of Lanterns Behaviours, actively working within the ethos they set and encouraging your team to work to the same standard
• Maintain own mandatory training, product knowledge testing and annual attestation requirements and ensure oversight of the team. Ensure your team maintain the appropriate skills and competence to undertake their role and demonstrate competency as a line manager and leader of people
• To assist and coach representatives with account queries, liaising with relevant departments to resolve where necessary
• To respond and record appropriately escalated manager calls in line with Service Level Agreement and regulatory requirements
• Work collaboratively with Managers and peers to plan, manage and optimise team capacity, and deployment of activities to meet customer demand
• Support Manager and peers, helping to embed change and best practices
• Create an inclusive and caring environment where all representatives feel welcomed, valued and able to contribute as an individual. Ensure everyone values differences and treat both colleagues and customers as individuals
• Create a culture where team morale and motivation is high, making a difference together and delivering a consistent approach
• To take responsibility for risk and compliance within the remit of your role
• Perform other duties as assigned such as exception reports, EOD checks, monthly audit checks, adhoc projects, creating incentives, interviewing, delivering key messages etc.
A bit about you
• Worked within a regulated environment
• Computer literate with knowledge of Excel, Word, Teams and Outlook
• Strong verbal and written communication skills
• Good organisational, time management and accuracy skills
• Ability to work under time constraints and meet deadlines
• Ability to develop employees through motivation, leadership, coaching and training
• Ability to comply with organisation policies and procedures
• Ability to effectively work with a variety of people from diverse backgrounds
• Problem solving and decision making
• Ability to make, fair, consistent and objective judgments
• Ability to work under pressure and make decisions
A bit about Lantern
We’re excited to be opening our prestigious new offices in Leeds city centre as we continue to grow as a company. With 3 offices across the UK already and soon to grow our estate, now is the time to be joining us in our exciting journey. Our focus is to provide customers with a great experience as we support them to freedom from debt and providing client services on an outsource basis to support their direct customers who have found themselves in financial difficulty. We’re proud to be known as a safe pair of hands, winning many accolades including Investor in Customers and Investors in People GOLD as well as lots of other industry awards for innovation, engagement and customer service. Have a read of our Trust Pilot reviews on what customers say about us, but also for you, you’ll want to know what it’s like to work at Lantern so take a look at Glassdoor or Indeed to see what colleagues are saying too!
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.
We’re recruiting for a Customer Service Team Leader where you will inspire lead and coach a team of customer service representatives. Their aim is to focus on supporting and helping our customers in achieving the most appropriate and sustainable solution to their outstanding debt balance. You’ll achieve this by leading by example and supporting the team to deliver a high level of customer experience in every interaction. Coaching and mentoring your team in strong negotiation, active listening and excellent communication skills. You will be responsible for supporting personal development plans, setting SMART plans where required. Ensuring team members have both the required skills and knowledge and necessary tools to successfully deliver to dept and company KPI’s, identifying any training needs or gaps. You will be responsible for managing sickness and absence levels to target by adhering to company attendance policies, seeking counsel from HR where required. You will actively monitor and manage the overall performance of your direct reports, whilst supporting your peer group and the wider operations team.
Salary: £34,540.81
Your benefits
• Taking a break: 25 days holiday rising annually to a maximum of 28 days + all public holidays
• Financial support: exclusive retail discounts, candidate referral rewards, life insurance (x 4 salary) and a monthly bonus of up to 15% of salary.
• Saving for your future: up to 8% employer contribution to your pension pot.
• Your wellbeing: Wellness programs, Corporate events, Cashback healthcare plan, Employee Assistance Program, and digital GP services.
• Personal career growth: Ongoing training and development opportunities.
• Recognition: Company values awards and loyalty awards to celebrate outstanding colleagues
• Supporting our community: Paid volunteering days in support of our main charitable partner.
What you’ll be doing
As a Customer Service Team Leader you will motivate and lead representatives to ensure strict adherence to Key Performance indicators and Service Level Agreements, whilst proactively managing and dealing with any under-performance
• To develop and coach representatives to deliver fair customer outcomes through mentoring, both side by side and remote coaching, providing the relevant training and required monitoring
• To proactively observe and monitor team and department performance against KPI’s and Service Level Agreements. Taking appropriate and timely actions to remedy any negative trends or shortfalls in expected performance
• Regularly assess, develop, recognise and optimise team performance through coaching and feedback, 121s and balanced scorecard reviews, to support and build representatives skills and capability
• Champion clear communication by cascading company messages to representatives in a timely, positive and effective manner, check for understanding and actively provide feedback to the Head of Collections. Hold regular team briefs and team meetings in line with planning and resource requirements
• Ensure individuals and the team are compliant with all applicable policies, procedures and role competency requirements and deliver fair outcomes for every customer
• Adhere to HR policies and procedures ensuring a fair and consistent approach to managing your team
• Lead, motivate and empower the team to undertake root cause analysis and comply with risk requirements to ensure a robust and consistent approach is taken.
• Encourage the team to consider all relevant information to make the right decisions, reach a fair and appropriate outcome and have a passion to always do the right thing for our customers
• Lead by example, an advocate of Lanterns Behaviours, actively working within the ethos they set and encouraging your team to work to the same standard
• Maintain own mandatory training, product knowledge testing and annual attestation requirements and ensure oversight of the team. Ensure your team maintain the appropriate skills and competence to undertake their role and demonstrate competency as a line manager and leader of people
• To assist and coach representatives with account queries, liaising with relevant departments to resolve where necessary
• To respond and record appropriately escalated manager calls in line with Service Level Agreement and regulatory requirements
• Work collaboratively with Managers and peers to plan, manage and optimise team capacity, and deployment of activities to meet customer demand
• Support Manager and peers, helping to embed change and best practices
• Create an inclusive and caring environment where all representatives feel welcomed, valued and able to contribute as an individual. Ensure everyone values differences and treat both colleagues and customers as individuals
• Create a culture where team morale and motivation is high, making a difference together and delivering a consistent approach
• To take responsibility for risk and compliance within the remit of your role
• Perform other duties as assigned such as exception reports, EOD checks, monthly audit checks, adhoc projects, creating incentives, interviewing, delivering key messages etc.
A bit about you
• Worked within a regulated environment
• Computer literate with knowledge of Excel, Word, Teams and Outlook
• Strong verbal and written communication skills
• Good organisational, time management and accuracy skills
• Ability to work under time constraints and meet deadlines
• Ability to develop employees through motivation, leadership, coaching and training
• Ability to comply with organisation policies and procedures
• Ability to effectively work with a variety of people from diverse backgrounds
• Problem solving and decision making
• Ability to make, fair, consistent and objective judgments
• Ability to work under pressure and make decisions
A bit about Lantern
We’re excited to be opening our prestigious new offices in Leeds city centre as we continue to grow as a company. With 3 offices across the UK already and soon to grow our estate, now is the time to be joining us in our exciting journey. Our focus is to provide customers with a great experience as we support them to freedom from debt and providing client services on an outsource basis to support their direct customers who have found themselves in financial difficulty. We’re proud to be known as a safe pair of hands, winning many accolades including Investor in Customers and Investors in People GOLD as well as lots of other industry awards for innovation, engagement and customer service. Have a read of our Trust Pilot reviews on what customers say about us, but also for you, you’ll want to know what it’s like to work at Lantern so take a look at Glassdoor or Indeed to see what colleagues are saying too!
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.