Operational Coach – Leeds, LS1 £ 27,682.29 Bonus of up to 20% of annual salary 33 days holiday (including public holidays) – rising to 36 with service Competitive benefits: Healthcare plan Cash back on dental and optician costs Life Insurance Employee wellbeing program Flexi points and discounts on your everyday shopping to support your financial wellbeing Pension plan Fitness and Wellbeing discounts Generous candidate referral scheme Free Breakfast bar Casual dress Regular incentives and recognition awards Are you an existing Coach or Trainer looking for a new opportunity within a growing organisation? We are looking for an ambitious Operations Trainer to join our Learning & Development team in Leeds City Centre. Your new role… As a Lantern Operational Coach, you will: Deliver training to new joiners in the Contact Centre, focused on regulatory compliance and fair customer outcomes Upskill existing employees to ensure that customer experiences are quality focused Deliver side by side coaching, once new joiners are live on calls Monitor calls to ensure colleagues are adhering to consumer duty and client requirements Deliver engaging and easy to understand systems and process training to ensure our agents comply with internal compliance Provide regular feedback to new agents, identifying additional individual training needs and create a plan to improve performance You will already have the following skills: You will have operated in a Contact Centre environment or delivered training for agents within a Contact Centre Comfortable with delivering to large groups Experienced in delivering systems and process training -ideally AI led customer journey systems such as Puzzel and ORCA Experienced in understanding regulatory environments, preferably within a financial services firm Who are we? 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. We’re committed to equality, diversity and inclusion so we’ll collect your data for monitoring purposes. All offers of employment will be subject to satisfactory background checks, including but not limited to; employment references, a DBS (basic) and a credit file search.