FCA-Regulated Customer Service Performance Coach

Lantern; Leeds; On-site; GBP 30,000 - 38,000; Full time

Job summary

Lantern in Leeds seeks a Customer Service Performance Coach to develop Customer Service Representatives across debt purchase and servicing operations. You will deliver induction training, support academy cohorts, and provide ongoing coaching to ensure performance, quality, and regulatory compliance.

You will report to the Customer Service Training Delivery Manager and use coaching, facilitation, and development techniques to enhance knowledge and customer outcomes, while aligning with Lantern's

Qualifications

• Experience in collections, debt purchase, or regulated customer service.
• Proven track record of coaching and developing colleagues.
• Experience delivering induction, academy, or workplace learning programmes.
• Strong understanding of FCA regulations, Consumer Duty, vulnerability, and fair customer outcomes.
• Knowledge of collections processes, customer service standards, and regulatory requirements.
• Ability to use performance and quality data to identify development needs and drive improvement.
• Excellent communication, facilitation, influencing, and stakeholder management skills.
• Strong organisational skills with the ability to handle competing priorities.
• Passion for people development, continuous learning, and building high-performing teams.
• Proficiency in Microsoft Office and learning/performance management systems.

Responsibilities

• Deliver induction, academy, and ongoing training to equip CSRs with necessary skills and behaviours.
• Support new starters from onboarding through to operational readiness, ensuring competency and compliance.
• Coach colleagues through observations, call listening, quality reviews, feedback, and SMART objectives.
• Build capability in handling collections conversations, including vulnerable customers, in line with FCA regulations.
• Use performance data, quality assessments, and customer feedback to identify development needs and deliver targeted learning.
• Support achievement of KPIs, SLAs, quality standards, and fair customer outcomes via capability development.
• Promote continuous learning, accountability, wellbeing, inclusion, and high performance.
• Collaborate with operational leaders, L&D, and QA to address capability gaps and support objectives.
• Provide guidance on complex customer interactions and drive process/learning improvements.
• Maintain up-to-date regulatory and industry knowledge while supporting compliance and risk management.

Skills

Coaching

Training delivery

Stakeholder management

Communication

Facilitation

Data analysis

Regulatory knowledge

Tools

Microsoft Office

Learning Management System

Job description

Lantern in Leeds seeks a Customer Service Performance Coach to develop Customer Service Representatives across debt purchase and servicing operations. You will deliver induction training, support academy cohorts, and provide ongoing coaching to ensure performance, quality, and regulatory compliance.

You will report to the Customer Service Training Delivery Manager and use coaching, facilitation, and development techniques to enhance knowledge and customer outcomes, while aligning with Lantern's