At a Glance
- Tasks: Support customers with empathy and find sustainable solutions for their outstanding balances.
- Company: Join Lantern, a dynamic company focused on customer care and support.
- Benefits: Enjoy a competitive salary, monthly bonuses, and 25 days holiday plus bank holidays.
- Other info: Hybrid working model with excellent team collaboration and growth opportunities.
- Why this job: Make a real difference in people's lives while developing your communication skills.
- Qualifications: Strong communication skills and a customer-first mindset are essential.
The predicted salary is between 26227 - 32784 £ per year.
Location: Hybrid – 2–3 days in the office (Leeds, Wellington Street, LS1)
Salary: £26,227 + up to 25% bonus (paid monthly)
About the Role
We’re looking for motivated and empathetic Customer Service Representatives to join our team at Lantern. In this role, you’ll support customers in finding realistic and sustainable solutions to manage their outstanding balances. You’ll build strong relationships through active listening, clear communication, and a genuine desire to do the right thing for every customer. This is a fast-paced environment where no two conversations are the same, so adaptability and resilience are key.
Working Pattern
Training (first ~7 weeks): 8:00am – 5:30pm
Shift rotation (4-week cycle):
- Week 1: 08:00 – 16:30
- Week 2: 09:30 – 18:00 + Saturday 09:00 – 14:00 (WFH)
- Week 3: 09:00 – 17:30
- Week 4: 10:30 – 19:00
Hybrid pattern: Alternates between 3 days in office / 2 WFH and 2 days in office / 3 WFH. All team members onsite every Wednesday.
Key Responsibilities
- Communicate with customers and third parties to understand individual circumstances
- Use effective questioning and listening skills to identify solutions
- Negotiate affordable and sustainable repayment plans
- Manage inbound and outbound communications
- Maintain accurate records of all interactions
- Support vulnerable customers with empathy
- Handle complaints and disputes professionally
- Collaborate with the team and share best practices
- Work towards individual and team KPIs
What we’re Looking For
- Strong communication and interpersonal skills
- Ability to build rapport and trust
- Resilience in a fast-paced environment
- Customer first mindset with empathy
- Good negotiation skills and attention to detail
- Team player with a proactive attitude
Why Join Lantern
- Competitive salary with monthly bonus
- 25 days holiday (increasing with service) plus BH
Customer Service Representative in Leeds employer: Lantern
At Lantern, we pride ourselves on being an excellent employer by fostering a collaborative and inclusive work culture that values flexibility and innovation. Our hybrid working model not only promotes work-life balance but also encourages meaningful interactions among teams, providing ample opportunities for professional growth and development in the dynamic field of risk management. Join us to be part of a forward-thinking organisation that prioritises employee well-being and career advancement in the heart of the financial services sector.
