Complaints Officer (Fintech)

TL;DR

Complaints Officer (Fintech): Managing and resolving customer complaints across multiple channels with an accent on regulatory compliance and thorough investigation. Focus on delivering fair outcomes, maintaining clear communication, and ensuring all responses align with FCA standards.

Location: Must be based in Cardiff, UK. The role is hybrid (3 days in office, 2 from home), with a requirement to be fully office-based for the first 3 months.

Company

hirify.global is a profitable financial platform providing business credit cards and spend management tools to over 200,000 small businesses.

What you will do

• Take full ownership of customer complaints, ensuring clear and consistent communication.
• Conduct thorough investigations into customer concerns to ensure fair outcomes.
• Ensure all complaint handling processes comply with FCA regulations and relevant laws.
• Write clear, professional response letters explaining findings and investigation results.
• Collaborate across departments to resolve complex customer issues effectively.

Requirements

• Must be based in or able to work from the Cardiff office.
• Proven experience in handling complaints and conducting investigations in a customer-focused environment.
• Strong verbal and written communication skills.
• Background in working within FCA regulations.
• Inquisitive mind with strong attention to detail.

Culture & Benefits

• Private healthcare including dental and opticians services.
• Salary sacrifice pension scheme with up to 7% match.
• 28 days holiday plus bank holidays.
• Annual learning and wellbeing budget.
• Enhanced parental leave and 6 free therapy sessions per year.
• Dog-friendly office with snacks and drinks.

Hiring process

• 30-minute intro and values call with a Talent Partner.
• Task completion followed by an in-person interview.
• Informal conversation with the Head of Support Services.