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- Tasks: Lead and improve multi-site contact centre operations while coaching team leaders.
- Company: Join Lantern Debt Recovery Services, a leading financial solutions provider.
- Benefits: Competitive salary, annual bonus, private healthcare, and hybrid working options.
- Why this job: Make a real impact by helping customers achieve financial freedom.
- Qualifications: Experience in collections and leading diverse teams is essential.
- Other info: Enjoy a genuine career path with a market-leading company focused on growth.
The predicted salary is between 36000 - 60000 £ per year.
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 Customer Operations Manager (Collections) to join us in this newly created role, reporting to the Head of Customer Operations.
You will ideally possess a strong background in debt collections and recovery processes, regulation and best practice, coupled with a track record of driving high standards of operational performance and productivity. You will coach your Team Leaders, to deliver excellent customer service through their teams, whilst adhering to regulatory guidelines. With a focus on leadership and effective performance management, you will contribute significantly to customers achieving freedom from financial difficulty. This role offers you the autonomy to make impactful decisions that enhance both customer and team experiences.
What you’ll be doing:
- Leading and improving day-to-day multi-site contact centre operations across voice, email, chat, and digital channels.
- Managing a group of team leaders (6 direct reports) and driving performance through coaching, measurable KPIs, and structured scorecards.
- Improving customer experience outcomes (e.g., CSAT, NPS, first contact resolution) whilst balancing collections targets, efficiency and service levels.
- Working closely with the Head of Operations to deliver performance reporting and insight (AHT, abandonment, conversion, complaints, attrition etc.), and implementing clear action plans which deliver improvement where identified.
- Partnering with the Planning and Performance manager (WFM) to ensure effective forecasting, scheduling, real-time adherence and capacity planning.
- Ensuring that team leaders understand the company’s quality assurance framework to enable them to deliver constructive and improvement driven feedback to their direct reports.
- Supporting the delivery of improved contact centre technology enhancements (CRM, telephony/diallers, digital communications platforms, QA tools, analytics and BI reporting).
- Act as a key liaison between operational teams and other business functions such as Customer Experience, Learning & Development, and Recruitment.
- Working with both internal compliance and external stakeholders (clients / auditors) to coordinate reviews and audits.
- Ensuring that the teams comply with all applicable standard operating procedures and regulations.
What you’ll bring to the role:
- Proven experience in a collections or service delivery environment.
- Experience of leading large & diverse collections / contact centre teams (>50FTE).
- Experience of using data to drive performance and improvement.
- Experience in implementing innovation or technology in contact centre operations.
- Proven ability of leading and developing a group of team leaders.
- Experience of implementing robust processes/policies to improve customer collections / service.
- Experience of coaching/developing others to improve performance/outputs.
What’s in it for you:
- 45-60k 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 & treats
- Competitive recognition and reward schemes
- 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.
Customer Operations Manager in Leeds employer: Lantern UK
Contact Detail:
Lantern UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Manager in Leeds
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Customer Operations Manager role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your experience in debt collections and customer service. This will help you showcase how you can contribute to their growth and success.
✨Tip Number 3
Practice your leadership stories! Be ready to share examples of how you’ve coached team leaders and improved performance in previous roles. Highlight your ability to drive results while maintaining high standards of customer service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand. Let’s get you that Customer Operations Manager role!
We think you need these skills to ace Customer Operations Manager in Leeds
Some tips for your application 🫡
Show Your Experience: Make sure to highlight your background in debt collections and recovery processes. We want to see how your experience aligns with the role, so don’t hold back on sharing specific examples of your achievements!
Tailor Your Application: Take a moment to customise your application for this role. Use the job description as a guide and sprinkle in relevant keywords that match our needs. This shows us you’ve done your homework and are genuinely interested!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and long-winded explanations. Make it easy for us to see why you’re the perfect fit!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Lantern UK
✨Know Your Stuff
Make sure you brush up on your knowledge of debt collections and recovery processes. Familiarise yourself with the latest regulations and best practices in the industry. This will not only show your expertise but also demonstrate your commitment to the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you coached team leaders or improved performance through measurable KPIs. Be ready to discuss your approach to leadership and how it aligns with the company's goals.
✨Data-Driven Mindset
Since the role involves using data to drive performance, come prepared with examples of how you've used data analytics in previous roles. Discuss any tools or methodologies you've implemented to improve customer experience outcomes and operational efficiency.
✨Engage with the Company Culture
Research Lantern Debt Recovery Services and understand their values and mission. Be ready to discuss how your personal values align with theirs and how you can contribute to their growth. Showing genuine interest in the company culture can set you apart from other candidates.
