Customer Complaints Manager (Fintech)

Location: Must be based in the UK and work four days a week from the London office

Company

hirify.global is building a financial platform with simple tools, thoughtful design, and human support for local businesses across Europe.

What you will do

• Lead and develop a team of four, setting priorities, coaching casework quality, and building a high-performing complaints and escalations function.
• Own the end-to-end handling of formal merchant complaints and cases escalated to the Financial Ombudsman Service.
• Build proactive case management practices that identify merchants at risk of escalation before formal complaints arise.
• Define and uphold quality standards for handling critical merchant cases.
• Analyze complaints and critical-case data to identify root causes and recommend product or process improvements.
• Report complaints volumes, FOS outcomes, and emerging risks to senior leadership while maintaining audit and regulatory-review readiness.

Requirements

• Background in fintech, payments, or banking.
• Experience with complaints handling and FOS or equivalent regulatory processes.
• People leadership experience, including casework quality, coaching, and performance management.
• Strong analytical skills for identifying patterns and turning insights into recommendations.
• Sound judgement under pressure when handling sensitive, high-stakes merchant cases.
• Based in the UK and comfortable working four days a week in the London office.

Culture & Benefits

• Flexible working hours coordinated with the team.
• Physical and mental health support, including GymPass access, therapy, meditation, fitness, and nutrition apps.
• Improved maternity and paternity leave options.
• Health and life insurance, pension scheme, and cycle-to-work scheme.
• 25 days of annual leave plus bank holidays.
• Informal Central London office with daily snacks.