Complaints Officer (Fintech)

TL;DR

Complaints Officer (Fintech): Managing and resolving customer complaints across multiple channels with an accent on regulatory compliance and customer satisfaction. Focus on ensuring FCA guidelines are met, drafting detailed response letters, and optimizing internal complaint handling processes.

Location: Hybrid (Cardiff, UK). Requirements: 3 days in office, 2 from home; fully office-based for the first 3 months.

Company

A business credit card and spend management platform serving over 200,000 small businesses globally.

What you will do

• Manage and resolve customer complaints across telephone, email, and letter channels.
• Take full ownership of the complaint lifecycle, ensuring customers are kept informed.
• Collaborate with internal teams to facilitate quick and accurate service delivery.
• Ensure all complaint handling complies with FCA guidelines and relevant laws.
• Write clear, professional response letters explaining findings and educating customers.
• Lead and implement initiatives to improve complaint handling efficiency.

Requirements

• Demonstrable experience handling complaints in a busy financial services environment.
• Deep understanding of FCA regulations and Financial Ombudsman Services.
• Strong verbal and written communication skills to meet regulatory deadlines.
• Ability to work independently as a self-motivated individual.
• Strong attention to detail and a passion for improving customer satisfaction.

Culture & Benefits

• Private healthcare (including dental and opticians) and worldwide travel insurance through Vitality.
• Anniversary rewards, including a 4-week fully paid sabbatical.
• Salary sacrifice pension scheme (up to 7% match) and Octopus EV scheme.
• 28 days holiday plus bank holidays.
• Annual learning and wellbeing budget.
• Dog-friendly office equipped with a pool table, arcade machine, and free snacks.

Hiring process

• 30-minute introductory values call with a Talent Partner (Video).
• Task completion followed by a one-hour in-person interview.
• Informal conversation with the Customer Operations Director.