Customer Operations Manager

Customer Operations Manager

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.

• 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.

• Proven experience in a collections or service delivery environment.
• Experience of leading large & diverse collections / contact centre teams (>50
  
  FTE).
• 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.

• 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.