Customer Service Representative

The Vacancy

Customer Service Representative - Leeds, LS1

Start date 16th February 2026

Join our Customer Service team as a Customer Service Representative where you ll support our customers in achieving the most appropriate and sustainable solution to their outstanding debt balance. You ll achieve this by building rapport, using active listening skills, whilst maintaining a realistic approach to understand their individual circumstances. You will demonstrate strong communication skills and quickly respond and react, offering the right and most appropriate level of support to the customers situation.

Salary £25,429.95 plus a bonus of up to 25% each year (that s over £6,357 a year!)

A wealth of benefits including:

• Taking a break: 25 days holiday rising annually to a maximum of 28 days + all public holidays. Give yourself a little extra through our holiday buy scheme and paid special leave days to mark a special celebratory event
• Financial support: exclusive retail discounts, candidate referral rewards, life insurance (x 4 salary) and a monthly bonus of up to 25% of salary.
• Saving for your future: up to 8% employer contribution to your pension pot.
• Your wellbeing: Wellness programs, Corporate events, Cashback healthcare plan, Employee Assistance Program, and digital GP services.
• Personal career growth: Ongoing training and development opportunities.
• Recognition: Company values awards and loyalty awards to celebrate outstanding colleagues
• Supporting our community: Paid volunteering days in support of our main charitable partner.

About the role

Our Customer Service Representatives demonstrate resilience, objection handling and active listening skills and the ability to get the best outcome for customers in financial difficulty. They empathetically guide our customers through setting up payment plans with honesty and transparency. They re measured on quality and performance metrics / targets so that our customers receive the most appropriate solutions. It s challenging but very rewarding because importantly they make a huge impact in a positive way on our customers lives.

Does that sound like you?

We want to hear from you if you have:

• A passion for helping people You listen, understand, and find the right solutions.
• A strong emphasis on great customer service You always strive to provide outstanding support to customers and get the right outcome.
• Good computer skills you ll confidently use multiple systems at the same time and accurately note customer accounts. So strong attention to detail is really important.
• An understanding of inbound and outbound calling activities is desirable
• A willingness to learn you ll get a lot of support in your early weeks from our dedicated coaching team.
• Demonstrate empathy, understanding and compassion for customer situations and confidence to steer them towards finding the right solution.
• Strong verbal communication and active listening skills.
• The ability to keep calm under pressure maintaining a positive attitude
• Previous experience in a customer-focused role.

A bit about Lantern

We re excited to be opening our prestigious new offices in Leeds city centre as we continue to grow as a company. With 3 offices across the UK already and soon to grow our estate, now is the time to be joining us in our exciting journey. Our focus is to provide customers with a great experience as we support them to freedom from debt and providing client services on an outsource basis to support their direct customers who have found themselves in financial difficulty. We re proud to be known as a safe pair of hands, winning many accolades including Investor in Customers and Investors in People GOLD as well as lots of other industry awards for innovation, engagement and customer service. Have a read of our Trust Pilot reviews on what customers say about us, but also for you, you ll want to know what it s like to work at Lantern so take a look at Glassdoor or Indeed to see what colleagues are saying too!

Mel, Customer Services

What I like most about working at Lantern:
"I genuinely enjoy what I do. Not everyone can say that! I love working with vulnerable customers, coaching them over the phone, and helping them work through their issues. The opportunity to support my team and achieve a common goal is also a big motivator."

Interested? Apply today and be part of Lantern s exciting growth!

Due to the nature of our business, all offers of employment are subject to Lantern s background and vetting checks, which include but not limited to; satisfactory employment references, DBS (basic) and a credit file search.