Customer Service Representative

Lantern; Leeds; Hybride; GBP 26 000 - 31 000; Plein temps

Avantages offerts par ce poste

Monthly bonus

25 days holiday (plus bank holidays)

Résumé du poste

Lantern is hiring a Customer Service Representative in a hybrid role (2–3 days in the Leeds office). You will assist customers with realistic repayment plans for outstanding balances, using active listening and clear communication to find sustainable solutions.

Join a fast-paced team focused on empathy and excellent service, with a monthly bonus, and a 4-week rotation pattern that blends office and home working to support work-life balance.

Qualifications

• Excellent communication and active listening abilities.
• Empathy and resilience in fast-paced environments.
• Ability to build rapport and manage sensitive conversations.

Responsabilités

• Communicate with customers and third parties to understand individual circumstances
• Use effective questioning and listening 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

Connaissances

Communication skills

Interpersonal skills

Resilience

Customer-focused

Negotiation skills

Attention to detail

Team player

Description du poste

Location: Hybrid – 2–3 days in the office (LS28)

Salary: £26,320 + 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

• Day 1 (Induction Only): 09:00 - 17:00
• Working Hours: 08:00 - 16:30
• Week 1: 08:00 - 16:30
• Week 2: 09:30 - 18:00
• Week 3: 09:00 - 17:30
• Week 4: 10:30 - 19:00

Hybrid pattern: You will join the rotation at the relevant week and continue through the 4-week cycle, with a mix of office and home working designed to support both business needs and a healthy work-life balance.

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