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

Role: Customer Service Performance Coach

Location: Leeds LS1 and LS28

Hours: Monday – Friday between 08:00 – 20:00

Job Purpose

As a Performance Coach, you will develop the skills, confidence, and performance of Customer Service Representatives across debt purchase and servicing operations. Working in a regulated FCA environment, you will deliver induction training, support colleagues through their academy period, and provide ongoing coaching to help them meet performance, quality, and compliance standards.

Reporting to the Customer Service Training Delivery Manager, you will use coaching, facilitation, and development techniques to enhance knowledge, behaviours, and customer service capability. You will support teams in managing complex collections conversations, including with vulnerable customers, while ensuring regulatory compliance and alignment with Lantern's values.

The successful candidate will be an effective coach and facilitator with strong communication and stakeholder management skills, able to tailor their approach to individual needs. Through training, coaching, feedback, and performance development, you will drive continuous improvement, colleague growth, operational excellence, and positive customer outcomes.

Role Responsibilities

• Deliver induction, academy, and ongoing training to equip Customer Service Representatives (CSRs) with the skills, knowledge, and behaviours needed to succeed in a regulated collections environment.
• Support new starters from onboarding through to operational readiness, ensuring they achieve competency, performance, and compliance standards.
• Coach and develop colleagues through observations, call listening, quality reviews, feedback, and SMART objective setting to improve performance and customer outcomes.
• Build capability in handling collections conversations, including vulnerable customer interactions, in line with FCA regulations, Consumer Duty, and industry best practice.
• Use performance data, quality assessments, and customer feedback to identify development needs and deliver targeted learning interventions.
• Support the achievement of KPIs, SLAs, quality standards, and fair customer outcomes through effective capability development.
• Promote a culture of continuous learning, accountability, wellbeing, inclusion, and high performance.
• Work collaboratively with operational leaders, Learning & Development, and Quality Assurance teams to address capability gaps and support business objectives.
• Provide guidance on complex customer interactions and contribute to process, operational, and learning improvements.
• Maintain up-to-date regulatory and industry knowledge while supporting compliance and risk management responsibilities.

What We're Looking For

• Experience within collections, debt purchase, debt servicing, or a regulated customer service environment.
• Proven track record of coaching and developing colleague performance.
• 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 manage competing priorities.
• Passion for people development, continuous learning, and building high-performing teams.
• Proficiency in Microsoft Office and learning or performance management systems.