Location: Leeds (Hybrid Working – 3 days per week across our LS1 and LS28 offices)
Salary: Up to £35,000 DOE + 15% Annual Bonus
Hours: 37.5 hours per week, Monday to Friday between 8:00am and 7:00pm, with occasional Saturdays (9:00am – 2:00pm)
Lead a Team. Make a Difference. Deliver Great Customer Outcomes
At Lantern, we’re passionate about helping customers find sustainable financial solutions while providing an outstanding customer experience. We’re looking for an inspirational Customer Service Team Leader to lead, develop and motivate a team of Customer Service Representatives, ensuring every customer receives the right support at the right time.
This is an exciting opportunity for an experienced people leader who thrives in a fast-paced environment and is passionate about coaching others, driving performance and creating a positive, customer-focused culture.
The Role
As a Customer Service Team Leader, you’ll be responsible for leading a team of approximately 12 Customer Service Representatives, helping them deliver exceptional service while achieving operational, quality and compliance standards.
You’ll create an engaging environment where colleagues feel supported, challenged and empowered to perform at their best. Through coaching, development and effective leadership, you’ll build a high-performing team that consistently delivers positive outcomes for both customers and the business.
Working closely with the wider Operations Leadership Team, you’ll use performance data and customer insight to identify opportunities for improvement, manage risks and drive operational excellence.
Key Responsibilities
- Lead, motivate and develop a team of Customer Service Representatives.
- Create a positive, high-performance culture focused on customer outcomes and colleague engagement.
- Deliver regular coaching, one-to-ones, performance reviews and development conversations.
- Monitor operational performance, customer outcomes and quality measures, taking action where required.
- Support colleagues in achieving individual and team objectives through effective coaching and feedback.
- Foster a culture of accountability, ownership and continuous improvement.
- Ensure compliance with all regulatory requirements, company policies and procedures.
- Champion excellent customer service, empathy and effective problem-solving.
- Manage attendance, wellbeing and performance matters fairly and consistently.
- Handle escalated customer issues professionally and in line with business standards.l
- Work collaboratively with stakeholders across Operations to improve processes and performance.
- Support business change initiatives, projects and continuous improvement activities.
- Promote an inclusive and supportive working environment where everyone can succeed.
About You
We’re looking for someone who is passionate about people leadership and has a proven ability to develop high-performing teams.
You will have:
- Previous experience in a Team Leader, Supervisor or people management role (minimum 12 months).
- Experience working within a regulated environment.
- Strong coaching, mentoring and performance management skills.
- Excellent communication skills, both verbal and written.
- Strong organisational and time management abilities.
- The ability to analyse performance data and make informed decisions.
- Experience managing performance, attendance and employee wellbeing.
- A customer-first mindset with a focus on delivering fair customer outcomes.
- Good working knowledge of Microsoft Office, including Excel, Word, Teams and Outlook.
- The ability to remain calm under pressure and manage competing priorities effectively.
Why Join Lantern?
At Lantern, our people are at the heart of everything we do. We invest in our colleagues and provide opportunities to develop, grow and build rewarding careers.
Benefits include:
- Up to £35,000 salary dependent on experience
- Annual bonus of up to 15%
- Career development and progression opportunities
- Supportive and collaborative working environment
- Regular social events and team activities
- Employee wellbeing support and assistance programmes
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