Complaints Specialist

Location: Hybrid role based in Milton Keynes, United Kingdom, with 3 days per week in the Milton Keynes office, flexibility for the other 2 days, and monthly attendance at the central London office.

Company

hirify.global is a UK fintech using advanced AI and Open Banking data to provide fair and affordable personal finance and consumer lending.

What you will do

• Manage and resolve customer complaints accurately, clearly, and within regulatory standards.
• Act as the primary contact for escalated complaints and communicate empathetically with customers.
• Investigate complaints in detail, identify trends and root causes, and coordinate responses with departments including underwriting and collections.
• Ensure complaint processes comply with FCA guidelines, Financial Ombudsman Service requirements, and relevant UK regulations.
• Prepare reports on complaint trends, root causes, and resolution times for senior management.
• Maintain complaint records and support fraud handling, general customer queries, and other business operations activities.

Requirements

• 3–5 years of experience in complaint handling within financial services, preferably lending.
• In-depth knowledge of FCA regulations, Financial Ombudsman Service processes, and relevant UK financial regulations.
• Strong analytical, problem-solving, and decision-making skills for handling complex complaints.
• Excellent written and verbal communication skills, with tact and professionalism in sensitive situations.
• High accuracy and attention to detail in documentation and analysis.
• Ability to work 3 days per week from the Milton Keynes office and attend the London office once a month.

Culture & Benefits

• Hybrid working with 3 days per week in the office.
• Equity participation in the company.
• 25 days of annual holiday plus 8 bank holidays.
• 2 paid volunteering days per year and a one-month paid sabbatical after 4 years.
• Employee loan and free gym membership.
• Team wellness budget for activities such as yoga, tennis, or bouldering.