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    Customer Operations Team Leader - Leeds, United Kingdom - Lantern

    Lantern
    Lantern Leeds, United Kingdom

    1 week ago

    Default job background
    Description
    Customer Service Team Leader

    • 00 – OTE £36,902 (incl bonus)
    • Bonus up to 15% of monthly salary – up to £401.Flexible working (Hybrid office/ home working)
    • Healthcare/ life assurance plan/ Perkbox/ gym discounts/ retail discounts/ free on-site parking to some sites
    • Long term incentive scheme
    • 33 days holiday (incl: public holidays) – rising to 36 with service

    We're a market leader in acquiring and managing vulnerable customers, helping them to find an affordable solution and sustainable pathway to clearing their outstanding debts.

    If you want to hear what our customers and colleagues are saying about us, why not visit our website
    You'll be joining a friendly Customer Service team, reporting to the Performance and Resource Manager and you'll be responsible for:

    Motivating and leading representatives to ensure strict adherence of Key Performance Indicators (KPI's) and Service Level Agreements (SLA's) whilst proactively managing performance.

    Developing and coaching representatives to deliver fair customer outcomes through side by side and remote coaching and training.

    Monitoring the team and department performance against KPI's and SLA's and taking appropriate actions to remedy any negative trends.

    Assessing, developing, recognising and optimising team performance through coaching and feedback, 121's and Balanced Scorecard reviews, to support and build representatives' skills and capability.


    • Ensuring individuals and the team are compliant with all applicable policies, procedures and role competency requirements and deliver fair outcomes for our customers.
    • Adhering to HR policies and procedures ensuring a fair and consistent approach to people management.
    • Leading and empowering the team to undertake root cause analysis and complying with risk requirements ensuring a robust and consistent approach to making the right decisions and doing the right thing for our customers.
    Assisting representatives with account queries, liaising with relevant departments to resolve.
    Responding and recording escalated manager calls appropriately in line with the SLA's and regulatory requirements.

    • Working collaboratively with Managers and peers in planning, managing and optimising team capacity, deployment and activities to meet customer demand.
    1 year experience in a people management or supervisory role.
    ~ MS Office experience, including MS Teams.
    ~ Excellent levels of attention to detail to ensure your work is accurate and of high quality.
    ~ Being creative – we love hearing new ideas from our colleagues about how we can do things better.

    That's why equality, diversity and inclusion are so important to us; because when we embrace different perspectives and give everyone the chance to be the best they can be, we can think in new, creative ways that grow and enhance our business.

    We're committed to equal opportunities for everyone, and we may collect relevant data for monitoring purposes during our candidate registration process.

    employment references, DBS (basic), credit file search, PEP and financial sanctions searches.
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