Customer Relations Officer – Pudsey, LS28 (Maternity cover, 12-month FTC)
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 Lanterns policies, regulatory obligations and Consumer Duty.
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