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For Companies At a Glance
- Tasks: Manage complaints and ensure customer satisfaction through thorough investigations.
- Company: Join a leading Debt Purchaser known for its empathetic customer service and award-winning reputation.
- Benefits: Enjoy hybrid working, 33 days holiday, healthcare plans, and discounts on shopping.
- Why this job: Be part of a supportive team that values diversity and offers recognition for your hard work.
- Qualifications: Minimum 2 years in a complaints role with financial services; strong communication and investigatory skills required.
- Other info: Casual dress code and regular incentives to keep the workplace fun and engaging.
The predicted salary is between 20800 - 36400 £ per year.
Customer Relations Officer – Pudsey, LS28 (Maternity cover, 12-month FTC)
Salary: £26,910
Your benefits
- Taking a break: 25 days holiday rising annually to a maximum of 28 days + all public holidays. Give yourself a little extra through our holiday buy scheme and paid special leave days to mark a special celebratory event.
- Financial support: exclusive retail discounts, candidate referral rewards, life insurance (x 4 salary) and an annual bonus of up to 10% of salary.
- Saving for your future: up to 8% employer contribution to your pension pot.
- Your wellbeing: Wellness programs, Corporate events, Cashback healthcare plan, Employee Assistance Program, and digital GP services.
- Personal career growth: Ongoing training and development opportunities.
- Recognition: Company values awards and loyalty awards to celebrate outstanding colleagues
- Supporting our community: Paid volunteering days in support of our main charitable partner.
What you’ll be doing
Reporting to the Customer Relations Team Leader, you will focus on delivering good outcomes for customers by treating them fairly, providing clear communication and addressing their needs efficiently. You will follow DISP, CONC, FCA, GDPR & FOS regulations, ensuring all processes align with best practices.
You will thoroughly investigate customer concerns, document findings, and deliver resolutions that meet regulatory standards and the principals of fairness. You will also identify and report root causes, helping Lantern continuously improve its processes to prevent repeat issues and enhance the overall customer experience.
A bit about you
- Minimum 2 years’ experience in a complaints’ role with a financial services business.
- Solid understanding of FCA DISP rules, with particular reference to DISP 1.4 and DISP 1.6.
- Excellent written and verbal communications skills.
- Ability to interpret and analyse information.
- Excellent investigatory skills.
- Ability to prioritise own workloads.
- Adaptable to change.
A bit about Lantern
We’re excited to be opening our prestigious new offices in Leeds city centre as we continue to grow as a company. With 3 offices across the UK already and soon to grow our estate, now is the time to be joining us in our exciting journey. Our focus is to provide customers with a great experience as we support them to freedom from debt and providing client services on an outsource basis to support their direct customers who have found themselves in financial difficulty. We’re proud to be known as a safe pair of hands, winning many accolades including Investor in Customers and Investors in People GOLD as well as lots of other industry awards for innovation, engagement and customer service. Have a read of our Trust Pilot reviews on what customers say about us, but also for you, you’ll want to know what it’s like to work at Lantern so take a look at Glassdoor or Indeed to see what colleagues are saying too!
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.
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Customer Relations Officer employer: Lantern UK
Contact Detail:
Lantern UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Officer
✨Tip Number 1
Familiarise yourself with the FCA DISP rules, especially DISP 1.4 and DISP 1.6. Understanding these regulations will not only help you in the interview but also demonstrate your commitment to compliance and customer satisfaction.
✨Tip Number 2
Prepare examples from your previous experience where you've successfully resolved complaints or disputes. Highlighting your investigatory skills and ability to build relationships will show us that you're a great fit for our team.
✨Tip Number 3
Research our company culture and values, particularly our focus on empathy and bespoke communication. Being able to articulate how your personal values align with ours can set you apart during the selection process.
✨Tip Number 4
Practice your verbal communication skills, as you'll need to convey complex information clearly and effectively. Consider role-playing common complaint scenarios to boost your confidence and prepare for potential questions.
We think you need these skills to ace Customer Relations Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in complaints handling, particularly within financial services. Emphasise your understanding of FCA DISP rules and any specific achievements in previous roles.
Craft a Compelling Cover Letter: In your cover letter, address why you are interested in the Customer Relations Officer position. Mention your experience with complaint resolution and how you can contribute to the company's empathetic approach to customer service.
Showcase Communication Skills: Since excellent written and verbal communication skills are crucial for this role, consider including examples of how you've effectively communicated with customers or resolved complex issues in the past.
Highlight Investigatory Skills: Provide specific examples in your application that demonstrate your investigatory skills. Discuss how you've identified root causes of complaints and the steps you took to resolve them, showcasing your analytical abilities.
How to prepare for a job interview at Lantern UK
✨Know Your FCA DISP Rules
Make sure you have a solid understanding of the FCA DISP rules, especially DISP 1.4 and DISP 1.6. Being able to discuss these regulations confidently will show that you're well-prepared and knowledgeable about the industry standards.
✨Demonstrate Investigatory Skills
Prepare examples from your past experience where you've successfully investigated complaints or resolved disputes. Highlight your ability to analyse information and identify root causes, as this is crucial for the role.
✨Showcase Communication Skills
Since excellent written and verbal communication skills are essential, practice articulating your thoughts clearly. You might even want to prepare a mock response to a complaint to demonstrate how you would handle it during the interview.
✨Emphasise Adaptability
Be ready to discuss how you've adapted to changes in previous roles. The ability to prioritise workloads and adjust to new situations is key in a customer relations position, so share relevant experiences that showcase your flexibility.
