Customer Service Representative

3 months ago

Pudsey, United Kingdom Lantern Debt Recovery Services Full time

**CUSTOMER SERVICE REPRESENTATIVE**
- **Salary - £22,037.28 (OTE £27,334.53)**:

- **Bonus up to £5,297.25 bonus per year (£440 per month OTE)**:

- **Flexible working (Hybrid office/ home working) 50% split**:

- **Benefits: Healthcare/ cashback/ employee assistance/ life assurance plan/ Perkbox including free monthly flexi points to spend at high street retailers/ pension plan/ gym discounts/ retail discounts/ free on-site parking/ cash plan policy/ refer a friend scheme/ casual dress code/ free breakfast snacks and fruit daily/ birthday celebrations**:

- **Long term incentive scheme - (Loyalty reward scheme)**:

- **34 days holiday (incl: public holidays) - rising to 36 with service**

**Who are we?**

We’re a market leader in acquiring and managing vulnerable customers, helping them to find an affordable solution and sustainable pathway to clearing their outstanding debts. Having built a solid reputation for being the specialist in our sector, we’ve won some pretty impressive GOLD standard awards over the last several years from Investors in People and Investor in Customers.

**What will you be doing?**

You’ll be joining a friendly medium sized contact centre, where your role will focus on helping our customers find a sustainable solution to managing their personal debt. You’ll use a variety of contact methods, including telephone and digital channels, so you’ll need a warm and friendly telephone manner and experience using digital communication systems.

You’ll be helping customers to work out an affordable payment plan, so you’ll need to be an active listener and a considerate negotiator. You’ll also help to resolve any customer queries, following our clear and compliant procedures to ensure we look after our customers from start to finish.

We’ll give you the best start in your role with a 7-week bespoke training & support program, through our amazing team of learning specialists and operational coaches, to get you started and provide you with everything you need to succeed.

**What you’ll need**
- A passion for delivering great customer service experience.
- The ability to demonstrate strong communication skills and an excellent telephone manner.
- Sharp active listening skills and close attention to detail coupled with resilience.
- An ability to demonstrate our values, putting the customer at the heart of everything you do.
- Be determined to succeed and comfortable working within quality targets and other KPIs.
- Self-motivation and a strong ability to work independently but also as part of a team.
- Have a flexible approach and be happy to work on a 4-week rota basis.
- Strong computer literacy and confidence in new technology systems - we can teach you how to use our systems, but MS office / 365 / MS Teams skills are important to us.
- Being creative (think blank canvas) - we love hearing new ideas from our colleagues about how we can do things better.
- Being friendly and flexible - we’re big enough to make a difference, but small enough to care. We all know each other by name and we’re always there for each other so that we get the job done.
- Passion and initiative to progress your career in a company with a supportive and progressive team.
- We deal with some vulnerable people and sensitive data, our strapline is “debt with a human touch” so you’ll need to be empathetic, trustworthy & honest, discreet and professional.

Our values are rooted in honesty, empathy, and transparency - for our colleagues, customers and our clients.

We are inclusive.

We’re committed to becoming an employer of choice for diversity, where leaders, structures, and interactions encourage you to thrive at work and be yourself. If you need any adjustments during any part of our recruitment process please get in touch.

We’re an equal opportunities employer with a diverse, inclusive, merit-based, and equitable workplace. We recognize that diversity drives our creativity, resilience, and success and makes our business stronger.

Your privacy is important to us. By submitting personal data or information to us, you agree this will be handled in accordance with the Global Privacy Policy

**Job Types**: Full-time, Permanent

**Salary**: Up to £22,037.28 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Discounted or free food
- Financial planning services
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
- Sick pay
- Transport links
- Work from home

Schedule:

- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme
- Loyalty bonus
- Performance bonus

Work authorisation:

- United Kingdom (preferred)

Work Location: Hybrid remote in Pudsey

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