Customer Service Representative

Customer Service Representative

Start date: 23rd November 2026

Location: Hybrid – 2–3 days in the office (Wellington Street, LS1)

Salary: £26,320 + 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 & Academy (First 6 Weeks)

• Day 1 (Induction Only): 09:00 - 17:00
• Working Hours: 08:00 - 16:30

Post-Academy Shift Rotation (4-Week Cycle)

Week 1: 08:00 - 16:30

• Office: Monday & Tuesday
• WFH: Wednesday, Thursday & Friday

Week 2: 09:30 - 18:00, plus Saturday 09:00 - 14:00 (WFH)

• Office: Tuesday, Wednesday, Thursday & Friday
• WFH: Monday & Saturday
• Includes one RDO during the week

Week 3: 09:00 - 17:30

• Office: Wednesday, Thursday & Friday
• WFH: Monday & Tuesday

Week 4: 10:30 - 19:00

• Office: Monday & Tuesday
• WFH: Wednesday, Thursday & Friday

Hybrid pattern: You will join the rotation at the relevant week and continue through the 4-week cycle, with a mix of office and home working designed to support both business needs and a healthy work-life balance.

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
• Option to buy additional holiday
• Great socials
• hybrid working
• supportive team environment
• opportunities for development

At Lantern, 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.