Customer Relations Officer
| Posting date: | 02 September 2025 |
|---|---|
| Salary: | £26,000 per year |
| Additional salary information: | Competitive |
| Hours: | Full time |
| Closing date: | 01 October 2025 |
| Location: | Pudsey, West Yorkshire, LS28 6AT |
| Company: | Lantern UK |
| Job type: | Permanent |
| Job reference: | 1135380 |
Summary
Customer Relations Officer – Pudsey, Leeds, LS28
£26,000
Bonus of up to 10% of annual salary
Hybrid working
33 days holiday (including public holidays) – rising to 36 with service
Competitive benefits:
Healthcare plan
Cash back on dental and optician costs
Life Insurance
Employee wellbeing program
Flexi points and discounts on your everyday shopping to support your financial wellbeing
Pension plan
Fitness and Wellbeing discounts
Generous candidate referral scheme
Free Breakfast bar
Casual dress
Regular incentives and recognition awards
Your new role…
As the Customer Relations Officer you will manage your own caseload of complaints in line with FCA DISP 1.6 Complaint Time Limit Rules and FCA DISP 1.4 Complaint Resolution Rules.
Reporting to the Customer Relations Manager, you will:
Ensure that complaints are accurately recorded and updated on Lantern systems.
Understand all elements of dissatisfaction raised and conduct a thorough and impartial investigation to ensure that the complainant’s concerns are answered fully.
Present a complaint final response which:
Acknowledges the reason for the complaint.
Summarises the investigation you have completed and your findings.
Advises the complainant of the complaint outcome you have reached.
Documents next steps and actions.
Gives the complainant the appropriate complaint escalation rights.
You will ensure that all post complaint actions are completed
Where redress/compensation is appropriate, you will obtain relevant sign off approvals.
You will strive for early resolution of the complaint by engaging with the customer early in the investigation process.
As part of your investigation, you will identify the root cause of the complaint and report this as part of your complaint investigation.
The Customer Relations Team are also responsible for resolving some categories of queries and disputes and you will be required to;
Investigate and resolve claims of fraud
Investigate and resolve queries about credit files
Build positive relationships with internal departments and external parties with whom Lantern have a relationship.
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.
Ability to prioritise own workloads.
Adaptable to change.
Who are we?
We’re a market leading specialist Debt Purchaser and Service Provider with a focus on customers who need a truly human touch. We’re known for our empathetic and bespoke approach to all types of communications with our customers. Over the past 17 years, we’ve built a solid reputation we’re proud of and we’ve got a cabinet bursting with awards including Investors in Customer and Investors in People GOLD.
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.
£26,000
Bonus of up to 10% of annual salary
Hybrid working
33 days holiday (including public holidays) – rising to 36 with service
Competitive benefits:
Healthcare plan
Cash back on dental and optician costs
Life Insurance
Employee wellbeing program
Flexi points and discounts on your everyday shopping to support your financial wellbeing
Pension plan
Fitness and Wellbeing discounts
Generous candidate referral scheme
Free Breakfast bar
Casual dress
Regular incentives and recognition awards
Your new role…
As the Customer Relations Officer you will manage your own caseload of complaints in line with FCA DISP 1.6 Complaint Time Limit Rules and FCA DISP 1.4 Complaint Resolution Rules.
Reporting to the Customer Relations Manager, you will:
Ensure that complaints are accurately recorded and updated on Lantern systems.
Understand all elements of dissatisfaction raised and conduct a thorough and impartial investigation to ensure that the complainant’s concerns are answered fully.
Present a complaint final response which:
Acknowledges the reason for the complaint.
Summarises the investigation you have completed and your findings.
Advises the complainant of the complaint outcome you have reached.
Documents next steps and actions.
Gives the complainant the appropriate complaint escalation rights.
You will ensure that all post complaint actions are completed
Where redress/compensation is appropriate, you will obtain relevant sign off approvals.
You will strive for early resolution of the complaint by engaging with the customer early in the investigation process.
As part of your investigation, you will identify the root cause of the complaint and report this as part of your complaint investigation.
The Customer Relations Team are also responsible for resolving some categories of queries and disputes and you will be required to;
Investigate and resolve claims of fraud
Investigate and resolve queries about credit files
Build positive relationships with internal departments and external parties with whom Lantern have a relationship.
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.
Ability to prioritise own workloads.
Adaptable to change.
Who are we?
We’re a market leading specialist Debt Purchaser and Service Provider with a focus on customers who need a truly human touch. We’re known for our empathetic and bespoke approach to all types of communications with our customers. Over the past 17 years, we’ve built a solid reputation we’re proud of and we’ve got a cabinet bursting with awards including Investors in Customer and Investors in People GOLD.
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.