Customer Service Representative (BB-511EB)
Found in: Talent UK
Description:About usWe’re a market leader in purchasing and recovering debt in a fair and compliant way. Our expertise in supporting vulnerable customers has contributed to our success and considerable growth in recent years. Our customers know and trust us and, because of this, we are recognised as the specialist within our sector. We’re very proud to have been chosen to receive several industry recognised awards, including a Gold accreditation from Investor in Customers (IIC).With significant investment, we are continuing our journey and creating exciting and new opportunities for talented people to join our team. If you'd like to know more about us, why not visit our website About the roleDue to Covid-19, this role will initially be based at home.Our recently refurbished, modern offices are, within a few minutes walking distance of New Pudsey train station and Owlcotes Asda and M&S.39 hours per week on a 3-week rota (includes 1 in 3 Saturdays 9am-2pm) At Lantern, you’ll enable our customers to find a sustainable solution to managing their personal debt. • Communicating with our customers through both our voice and digital channels.• Talking with customers using effective questioning and listening skills whilst demonstrating empathy and care and all the while finding a sustainable solution for them.• Treating customers fairly and putting them at the heart of all that you do.• Recognising vulnerable circumstances and ensuring that the correct outcome is achieved for our customer.• Managing inbound and outbound calls to negotiate appropriate, affordable payment plans to suit customer requirements whilst ensuring you follow important compliant, quality and security procedures.• Demonstrating control and decisiveness in challenging situations• Being a strong team player who can build lasting relationships with colleagues.What you’ll need• Strong customer service experience. • Ability to demonstrate strong communication skills and an excellent telephone manner.• Sharp active listening skills and close attention to detail.• Ability to demonstrate our values, putting the customer at the heart of everything you do.• An empathetic manner and ability to quickly understand the customer’s needs.• To be organised and able to work towards set targets and KPIs.• Some experience of managing or handling vulnerable customers.• To be self-motivated but also able to work as part of a team.• Desirable experience• You’ll ideally have experience of working in a contact/call centre.• You should be familiar with working from home arrangements this year and demonstrate a strong ability to work independently and with minimum supervision.• You’ll have a firm understanding of the FCA regulations and how they apply to our sector. Benefits• 23 days holidays (rising to 25) plus bank holidays.• Bonus scheme offering the potential to earn up to 25% of salary following successful completion of your probationary period.• A very rewarding long-term incentive scheme.• Healthcare cash plan.• Employee Assistance programme.• Free on-site parking.• A friendly environment to work in, where we regularly recognise and reward great performance.Interviews for this position, will take place remotely to maintain social distancing via video-call(s).Our promise to youWe’ll treat you as an individual – You have unique strengths. We’ll do what we can to play to them.We’ll keep listening & talking – Communication is key in any relationship, and we truly value employee input.We’ll help you grow – We admire ambition. If you want to progress, we’ll help you find and seize opportunities.We’ll keep it fun - We thoroughly believe work should be enjoyable, and our company culture reflects that.Next Steps• Send us over your CV and covering email/letter by clicking the apply button and tell us why you want to join LanternDue to the nature of our sector, any offer of employment will be conditional and subject to satisfactory background checks (DBS Basic and Credit file search).
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