Customer Relations Officer

4 weeks ago

Pudsey, United Kingdom Lantern Debt Recovery Services Full time

**Customer Relations Officer**
- **Salary between £23,000 - £25,000 DOE**:

- **Bonus up to 10% of annual salary**:

- **Flexible working (Hybrid office/ home working)**:

- **Benefits: Healthcare/ life assurance plan/ Perkbox/ gym discounts/ retail discounts/ free on-site parking**:

- **Long term incentive scheme**:

- **34 days holiday (incl: public holidays) - rising to 38 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 Customer Relations team, reporting to the Customer Relations Manager and you’ll be responsible for:

- Conducting a thorough and impartial investigation to understand why the customer is dissatisfied and by understanding the situation and impact, you will deliver a fair outcome, first time, every time.
- Writing a good standard of complaint final response which accurately acknowledges the concerns raised, explains the investigation and findings, and responds fully to the concerns raised. The final response will also need to provide the customer with details of next steps and the appropriate complaint referral rights.
- Working with other areas of the business to ensure that actions to remediate and resolve complaints are completed correctly.
- Through good investigation, and by having the ability to identify and document the root causes of customer complaints, propose ideas for improvement to drive positive change to improve the customer experience for Lantern’s customers.
- As part of a company working in a highly regulated sector, managing your caseload in line with the FCA’s DISP complaint time limit and complaint resolution rules is essential. There is also a requirement to comply with all business processes and policies at all times.
- Building positive relationships with internal departments and external parties where appropriate.
- Handle Fraud Investigations and assist with credit file queries for the business, acting as an SME.

**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.
- MS Office experience, including MS Teams.
- Strong organisational skills.
- Self-motivated and a strong ability to work collaboratively with different teams across the business.
- Excellent levels of attention to detail to ensure your work is accurate and of high quality.
- Demonstrating resilience and agility in your approach to work - we're fast paced and sometimes we’ll need to juggle or prioritise.
- Being creative - we love hearing new ideas from our colleagues about how we can do things better.

Our values are rooted in honesty, empathy, and transparency - for our colleagues our customers and our clients. That’s why equality, diversity and inclusion are so important to us; because when we embrace different perspectives and give everyone the chance to be the best they can be, we can think in new, creative ways that grow and enhance our business.

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

**Salary**: £23,000.00-£25,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Free parking
- Life insurance
- On-site parking
- Referral programme
- Wellness programme
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Loyalty bonus

Ability to commute/relocate:

- PUDSEY: reliably commute or plan to relocate before starting work (preferred)

Work authorisation:

- United Kingdom (preferred)

Work Location: Hybrid remote in PUDSEY

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