Complaints Manager

Fundingcircle; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Flexible work policy

London office + hybrid

Best Companies award 2026

Job summary

Funding Circle in London is hiring to lead the day-to-day operations of the complaints team, shaping a high-performing function that meets internal and regulatory deadlines.

You will coach five complaints officers, manage escalations, and use data to identify trends and drive improvements across the business, including safe use of Generative AI.

Qualifications

• Experience leading a complaints team, ideally in fintech, banking, or financial services.
• Proven ability to drive performance through coaching and development.
• Strong knowledge of FCA DISP and FOS complaints process, including complex escalations.
• Track record of using complaint data to identify trends and drive improvements.
• Ability to identify AI opportunities to streamline tasks and productivity.

Responsibilities

• Lead the day-to-day operations of the complaints team, ensuring productivity and regulatory deadlines.
• Coach and develop a team of five complaints officers with regular quality reviews.
• Act as escalation point for complex, sensitive, or high-impact complaints.
• Make fair decisions consistent with FCA DISP, GDPR, and FOS expectations.
• Manage risk registers and mitigate potential issues.
• Develop and implement strategies, policies, and procedures for complaints operations.
• Partner with cross-functional teams to address root causes of customer issues.
• Identify trends, emerging risks, and regulatory changes; report to senior stakeholders.
• Identify opportunities to use Generative AI to improve daily tasks.

Skills

Complaints team leadership

Coaching & mentoring

Regulatory knowledge

Data-driven decisions

Generative AI awareness

Stakeholder communication

Tools

FCA DISP

FOS complaints process

Job description

We’re on a mission to back the UK’s small businesses like no one else

Small businesses are the backbone of the economy, and we’re here to help them win. We’ve built a platform that uses clever data to get them the funding they need in minutes, not weeks.

At Funding Circle, we have the restless energy of a fintech start-up with the stability of a public company. It’s a unique mix that gives Circlers the autonomy to take ownership and the scale to make an impact that truly counts.

We’re a high-performing team that chooses to lift each other up. We challenge, we champion, and we have each other’s backs - because we know that when we stand together, we move faster and build better.

The impact is real: Last year alone, the businesses on our platform generated £7.2bn for the UK economy Come and join a mission that matters!

Read our Impact Report | See our Trustpilot

The role

London (Hybrid) | 3 days in the office | Competitive Salary + Benefits

You’ll make a real difference for our customers and your team from day one. We believe the fastest way to grow is by doing, so we give you the ownership to run with things and see real-time results.

• Lead the day-to-day operations of the complaints team, managing capacity to ensure high productivity and adherence to internal and regulatory deadlines.

• Manage, coach, and develop a team of five complaints officers, setting clear expectations and completing regular, thorough quality reviews on their output.

• Act as the escalation point for complex, sensitive, or high-impact complaints.

• Make fair, evidence-based decisions consistent with FCA DISP, GDPR, and FOS expectations.

• Manage risk registers and risk tickets to proactively mitigate potential issues.

• Develop and implement strategies, policies, and procedures specific to complaints operations.

• Partner with teams across the business to fix recurring customer issues at the source.

• Identify and communicate complaint trends, emerging risks, and regulatory changes to senior stakeholders.

• Identify opportunities to use AI responsibly throughout the complaint handling journey.

What we’re looking for

We value deep expertise, but a growth mindset and good energy are what really make our team click. We’re a group that chooses to lift each other up and think smart every day.

• Experience managing a complaints team, ideally within fintech, banking, or financial services.

• Proven ability to drive strong performance through coaching, mentoring, and identifying development opportunities on both an individual and team level.

• Strong practical knowledge of FCA DISP and the FOS complaints process, coupled with experience personally managing complex escalations.

• A strong track record of using complaint data to identify trends, improve processes, and confidently present these insights to stakeholders at all levels.

• Able to proactively identify ways to use Generative AI to streamline your daily tasks and improve your personal productivity

• Confident using approved AI tools safely and effectively to enhance your output and find a better way of working

We’re building a place where everyone truly feels they belong. Even if your past experience doesn't align perfectly with every requirement, we'd still love to hear from you.

Why join us?

We back you to build an incredible career and by joining us, you'll be part of one of The Sunday Times Best Companies to Work For 2026! As a flexible-first employer, we use a "best of both" approach. We’ll see you in our London office to collaborate – with barista coffee and subsidised Just Eat lunches on us!

Our Circler Proposition focuses on five areas:

• Flexibility: We provide a benefit allowance you can tailor to your own life and family.

• Health: This includes private medical and dental, health assessments, and access to a digital GP.

• Wealth: We offer life assurance, share schemes, and financial coaching.

• Development: You get a dedicated annual learning allowance to help you level up.

• Lifestyle: We have electric car and cycle-to-work schemes, plus season ticket loans.

We also have award-winning parental leave policies. We're here to support you through the big life moments, from fertility treatments to new additions to the family.

Ready to join a mission that matters? We’d love to chat!

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