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- Tasks: Resolve customer complaints and ensure fair outcomes while adhering to regulations.
- Company: Join Lantern, a growing company with a focus on customer experience and support.
- Benefits: Enjoy 25 days holiday, exclusive discounts, life insurance, and an annual bonus.
- Why this job: Make a real difference in customers' lives while developing your career in a supportive environment.
- Qualifications: 2 years' experience in complaints handling and strong communication skills required.
- Other info: Dynamic workplace with ongoing training, community support, and recognition for outstanding work.
The predicted salary is between 28800 - 43200 £ per year.
Join our Customer Relations team as a Customer Relations Officer where you will be responsible for resolving complaints, fraud investigations and credit file queries in line with Lantern's policies, regulatory obligations and Consumer Duty.
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 principles 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.
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.
Customer Relations Officer in Leeds employer: Lantern
Contact Detail:
Lantern Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Officer in Leeds
✨Tip Number 1
Get to know the company inside out! Before your interview, check out Lantern's values and recent news. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your experience aligns with the role of Customer Relations Officer, especially your investigatory skills and understanding of FCA rules.
✨Tip Number 3
Be ready to share examples! Think of specific situations where you've resolved complaints or improved processes. This will demonstrate your problem-solving abilities and how you can contribute to enhancing customer experiences at Lantern.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that shows your enthusiasm for the role and keeps you fresh in their minds.
We think you need these skills to ace Customer Relations Officer in Leeds
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Relations Officer role. Highlight your experience in complaints handling and your understanding of FCA DISP rules, as these are key to what we’re looking for.
Show Off Your Communication Skills: Since excellent written communication is a must, ensure your application is clear and concise. Use proper grammar and structure to demonstrate your ability to communicate effectively, just like you would in the role.
Highlight Your Investigatory Skills: We want to see how you approach problem-solving. Include examples of how you've investigated customer concerns in the past and the outcomes you achieved. This will show us you can deliver good outcomes for our customers.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity with Lantern.
How to prepare for a job interview at Lantern
✨Know Your Regulations
Make sure you brush up on FCA DISP rules, especially DISP 1.4 and DISP 1.6. Being able to discuss these regulations confidently will show that you understand the framework within which the company operates.
✨Showcase Your Investigatory Skills
Prepare examples from your past experience where you've successfully resolved complaints or conducted investigations. Highlight your ability to analyse information and document findings clearly, as this is crucial for the role.
✨Communicate Clearly
Practice your verbal and written communication skills. You might be asked to explain complex issues simply, so being articulate and clear will set you apart. Consider doing mock interviews with a friend to refine your delivery.
✨Demonstrate Adaptability
Be ready to discuss how you've adapted to changes in previous roles. The ability to prioritise workloads and adjust to new processes is key in a dynamic environment like Lantern, so share specific instances where you've thrived under change.
