At a Glance
- Tasks: Lead and inspire a team to deliver top-notch customer service and achieve performance goals.
- Company: Join Lantern Group, a dynamic company focused on customer satisfaction and team development.
- Benefits: Enjoy a competitive salary, 15% bonus, and 25 days holiday plus bank holidays.
- Other info: Work in a vibrant office in Leeds with opportunities for personal growth.
- Why this job: Make a real difference by coaching and developing your team in a supportive environment.
- Qualifications: 1 year of leadership experience and strong communication skills required.
The predicted salary is between 50000 - 60000 £ per year.
Location: Leeds LS1 - Wellington Street (FT in the office for the first 6 months)
As a Customer Service Team Leader at Lantern Group, you will lead, motivate, and develop a team of customer service representatives supporting the Sonex Financial campaigns. You will ensure customers receive excellent service and appropriate financial solutions while driving high performance, compliance, and customer satisfaction. Reporting to the Operations Manager, you will coach and support your team through performance management, SMART goal setting, and personal development plans. You will monitor KPIs, identify training needs, manage attendance and wellbeing in line with company policies, and work collaboratively with colleagues to drive continuous improvement.
The ideal candidate will be a strong communicator with proven leadership experience, a track record of delivering targets, and the resilience and adaptability needed to maintain high standards and outstanding customer outcomes.
Working Pattern
- Shift rotation (3-week cycle):
- Week 1: 08:00 - 16:00
- Week 2: 09:00 - 17:00
- Week 3: 10:00 - 18:00
Role Accountabilities
- Lead, motivate, and coach customer service representatives to achieve KPIs, SLAs, and quality standards while delivering fair customer outcomes.
- Monitor individual and team performance, addressing underperformance promptly through coaching, feedback, and development plans.
- Conduct regular 1:1 meetings, performance reviews, and balanced scorecard assessments to support continuous improvement and capability development.
- Identify training needs and provide effective mentoring, coaching, and support to enhance skills, knowledge, and performance.
- Communicate company updates, objectives, and key messages clearly and consistently, gathering and sharing feedback where appropriate.
- Ensure compliance with company policies, procedures, regulatory requirements, and Consumer Duty principles.
- Manage team attendance, wellbeing, and performance in line with HR policies and best practice.
- Support representatives with complex customer queries and escalations, working with relevant departments to achieve positive resolutions.
- Handle and record escalated customer contacts in line with service standards and regulatory requirements.
- Promote a customer-first culture that prioritises fairness, transparency, and sustainable customer outcomes.
- Encourage accountability, risk awareness, and root cause analysis to support operational effectiveness and continuous improvement.
- Work collaboratively with managers and colleagues to optimise resources, manage workloads, and deliver business objectives.
- Support the implementation of change initiatives, process improvements, and best practices across the operation.
- Foster an inclusive, supportive, and high‑performing team environment where employees feel valued and engaged.
- Lead by example, demonstrating Lantern Group values, behaviours, and professional standards at all times.
- Maintain required training, product knowledge, and competency standards for yourself and your team.
- Take responsibility for risk and compliance within your area of responsibility.
- Complete additional duties as required, including audits, reporting, projects, interviews, team communications, and incentive initiatives.
What We're looking for
- A minimum of 1 year experience in a people management or supervisory role.
- 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.
Why Join Lantern
- Competitive salary with 15% bonus.
- 25 days holiday (increasing with service) plus BH.
Customer Service Team Lead in Leeds employer: Lantern
At Lantern, we pride ourselves on being an excellent employer by fostering a collaborative and inclusive work culture that values flexibility and innovation. Our hybrid working model not only promotes work-life balance but also encourages meaningful interactions among teams, providing ample opportunities for professional growth and development in the dynamic field of risk management. Join us to be part of a forward-thinking organisation that prioritises employee well-being and career advancement in the heart of the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Lead in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lantern. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Lantern before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Lead in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Lantern:Your cover letter is your chance to shine! Tell us why you want to work at Lantern specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Lantern!
How to prepare for a job interview at Lantern
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
