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
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