Complaints Officer - Graduate

Location: London, UK; hybrid schedule with office attendance on the other days and remote work available on Mondays and Fridays

Company

hirify.global is a profitable fintech company building technology for consumer finance products including loans, credit cards, and car finance in the UK and US markets.

What you will do

• Investigate and resolve complaints about loans, cards, and auto-finance products.
• Manage and prioritise a live, increasingly complex caseload while meeting KPI standards.
• Communicate with customers by phone and in writing, including handling difficult situations professionally.
• Write final response letters explaining decisions, rationale, and Financial Ombudsman Service referral rights.
• Apply complaint-handling standards, maintain evidence-based records, and calculate or explain compensation where appropriate.
• Identify root causes and provide product and process feedback to frontline and product teams.

Requirements

• Degree-level education.
• Exceptional written communication and the ability to explain complex decisions clearly in plain English.
• Investigation, analysis, problem-solving, and dispute-resolution skills.
• Strong organisation and self-management, with the ability to prioritise a caseload and meet deadlines.
• Sound judgement, resilience, adaptability, and a strong customer-focused moral compass.
• Willingness to learn FCA regulation, DISP rules, and complaint-handling guidance; prior complaints experience is not required.

Culture & Benefits

• Structured training, coaching, and quality feedback for graduates developing into Complaints Officers.
• Hybrid working with the option to work from home every Monday and Friday.
• Private health insurance and fresh lunches prepared in-house from Tuesday to Thursday.
• Best-in-class compensation including equity.
• Inclusive workspace and equal-opportunity employment in London.

Hiring process

• 15-minute cognitive assessment.
• Phone call with the Talent team.
• Onsite assessment centre followed by a final interview with the Complaints Management team.