Role: Customer Service Team Leader

Location: Leeds LS1 – Wellington Street (FT in the office for the first 6 months)
Salary: £30k - £35k plus 15% bonus

Job Purpose

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.