Job Description

Customer Service Training Manager

Are you an experienced

Customer Service Training Manager

with proven experience in leading training or coaching teams within a customer service or contact centre environment? Are you passionate about helping people learn, grown and thrive in their role? If so, we want to hear from you!

Salary

up to

36,500

plus a bonus of up to 10% each year

A wealth of benefits including:

Retail and wellbeing Perks Bonus schemes Life insurance Enhanced Holidays Enhanced family leave pay Closed bank holidays Healthcare Assistance program GP access 24/7 Dental / optical support Hybrid working Flexible working Gym discounts Competitive Pension (8%)

About the role

We are seeking a passionate, dynamic, and experienced

Customer Service Training Manager

to lead our team of Coaches in delivering best-in-class training and development for both new and existing contact centre agents. This role plays a critical part in ensuring our agents are fully equipped to deliver an exceptional customer experience from day one and are nurtured through their academy period as they transition into role.

About you

As a

Customer Service

Training Manager

you will have proven experience in leading training or coaching teams within a customer service or contact centre environment.


You will bring strong leadership, emotional intelligence, and employee relations expertise to manage performance, build confidence in others, and handle challenging conversations with empathy and clarity.


You will use their strong working knowledge of learning management systems (LMS) and digital creation ability to produce and deliver exciting, engaging content, which can evidence ROI, performance metrics, positive engagement and feedback. You will have strong systems and complex process skills to deliver content fit for the future, including AI driven training programs which continually assess and reinforce learning. The role will focus on developing training strategies and material, overseeing staff onboarding, and ongoing learning initiatives to improve operational performance, compliance, customer satisfaction, and overall employee development.


As the

Customer Service Training Manager

will bring strong leadership, emotional intelligence, and employee relations expertise to manage performance, build confidence in others, and handle challenging conversations with empathy and clarity. The role will engage with and support senior leadership stakeholders across the Customer Operation to ensure the delivery of training both in the new joiner cycle and continued employment meets internal and regulatory standards of excellence on a consistent basis.

About Lantern

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. Having built a solid reputation for being the specialist in our sector, we've won some pretty impressive GOLD standard awards over several years from "Investors in People" and "Investor in Customers".

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

At Lantern, we're a market leading specialist Debt Purchaser and Service Provider with a focus on customers who need a truly human touch. We're known for our empathetic and bespoke approach to all types of communications with our customers.


Over the past 17 years, we've built a solid reputation we're proud of and we've got a cabinet bursting with awards including Investors in Customer and Investors in People GOLD.