Customer Relations Officer

Lantern UK; Pudsey; On-site; GBP 22,000 - 26,000; Full time

Job summary

A leading customer service provider in Pudsey is seeking a Customer Relations Officer to manage complaints and queries. This role requires at least 2 years of experience in a complaints role within financial services and solid knowledge of FCA DISP rules. The position offers hybrid working and comprehensive benefits including a healthcare plan and generous holiday entitlement.

Benefits

Healthcare plan

Cash back on dental and optician costs

Life insurance

Employee wellbeing program

Pension plan

Fitness and wellbeing discounts

Generous candidate referral scheme

Free Breakfast bar

Casual dress

Regular incentives and recognition awards

Qualifications

• Minimum 2 years’ experience in a complaints’ role with a financial services business.
• Solid understanding of FCA DISP rules, specifically DISP 1.4 and DISP 1.6.
• Excellent written and verbal communications skills.

Responsibilities

• Manage caseload of complaints in line with FCA rules.
• Conduct thorough investigations of complaints.
• Ensure all complaints are accurately recorded and updated.

Skills

Excellent written and verbal communications skills

Ability to interpret and analyse information

Excellent investigatory skills

Minimum 2 years’ experience in a complaints’ role

Solid understanding of FCA DISP rules

Ability to prioritise own workloads

Adaptable to change

Job description

Overview

Customer Relations Officer – Pudsey, Leeds, LS28

Salary: £26,000

Bonus: up to 10% of annual salary

Hybrid working

Holiday: 33 days (including public holidays) – rising to 36 with service

Benefits include: Healthcare plan, cash back on dental and optician costs, life insurance, employee wellbeing program, flexi points and discounts on everyday shopping, pension plan, fitness and wellbeing discounts, generous candidate referral scheme, free Breakfast bar, casual dress, regular incentives and recognition awards

Your new role

As the Customer Relations Officer you will manage your own caseload of complaints in line with FCA DISP 1.6 Complaint Time Limit Rules and FCA DISP 1.4 Complaint Resolution Rules.

Reporting to the Customer Relations Manager, you will:

• Ensure that complaints are accurately recorded and updated on Lantern systems.
• Understand all elements of dissatisfaction raised and conduct a thorough and impartial investigation to ensure that the complainant’s concerns are answered fully.
• Present a complaint final response which: Acknowledges the reason for the complaint; Summarises the investigation you have completed and your findings; Advises the complainant of the complaint outcome you have reached; Documents next steps and actions; Gives the complainant the appropriate complaint escalation rights.
• Ensure that all post complaint actions are completed.
• Where redress/compensation is appropriate, obtain relevant sign off approvals.
• Strive for early resolution of the complaint by engaging with the customer early in the investigation process.
• Identify the root cause of the complaint and report this as part of your complaint investigation.

The Customer Relations Team are also responsible for resolving some categories of queries and disputes and you will be required to:

• Investigate and resolve claims of fraud.
• Investigate and resolve queries about credit files.
• Build positive relationships with internal departments and external parties with whom Lantern have a relationship.

What you’ll need

• 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.

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.