Complaints Specialist (Fintech)

Location: Manchester, England, United Kingdom. Hybrid working with expected office attendance once a fortnight; candidates must be able to occasionally commute to the Manchester office. Shifts cover 5 days and 37.5 hours per week, typically between 6am and 10pm.

Company

hirify.global is a high-growth fintech and digital bank focused on helping customers manage their financial futures while operating with integrity, transparency, and a positive environmental impact.

What you will do

• Investigate and resolve customer complaints in collaboration with Customer Operations.
• Support vulnerable customers and provide appropriate assistance.
• Take ownership of complaints and escalate cases when necessary.
• Collate accurate management information and provide recommendations to improve processes and workflows.
• Conduct root cause analysis and identify trends in complaints data.
• Provide complaint-handling guidance and support to departments across the business.

Requirements

• At least 6 months of experience in financial services, specifically in a complaints-handling role.
• Working knowledge of relevant complaint-handling regulations, including TCF and DISP.
• Strong attention to detail and the ability to investigate complex issues.
• Ability to work independently and collaboratively in a fast-paced environment while meeting complaint-handling deadlines.
• Excellent written and verbal communication skills with a commitment to exceptional customer service.
• Ability to occasionally commute to the Manchester office and work scheduled shifts.

Culture & Benefits

• Hybrid work with autonomy over office usage and equipment provided for both office and home working.
• 25 days of annual leave, 8 bank holidays, an additional hirify.global bank holiday, a birthday day off, and 3 personal days.
• Workplace pension with a 5% employee contribution and a 3% employer top-up.
• Full healthcare for employees and their nuclear families through Vitality, plus mental health support through Spill.
• Enhanced parental leave, Cycle to Work and Electric Car schemes, and employer-sponsored volunteering time.
• Growth opportunities within a fast-paced, high-growth start-up.

Hiring process

• People screen and quiz interview lasting approximately 45 minutes.
• Technical interview challenge with the hiring manager lasting approximately 45 minutes.
• Head of division interview lasting approximately 45 minutes, followed by an informal in-person team meeting for successful candidates.