Complaints Manager

United States Digital Space LLC; Greater London; Hybrid; GBP 65,000 - 85,000; Full time

Benefits offered by this job

Flexible work policy

Barista coffee

Subsidised lunches

Job summary

Funding Circle in London is hiring to lead the day-to-day operations of the complaints team in a hybrid role (3 days in office). You will coach five complaints officers, handle escalations, and ensure adherence to FCA DISP and FOS standards while driving improvements through data and cross-team collaboration.

You’ll shape policies, manage risks, and explore responsible AI to streamline processes, contributing to a high-performing, compliant customer experience.

Qualifications

• Experience leading a complaints team, preferably in fintech, banking, or financial services.
• Proven ability to drive performance via coaching and development.
• Strong knowledge of FCA DISP and the FOS complaints process, including complex escalations.
• Experience using complaint data to identify trends and improve processes; able to present insights to stakeholders.
• Ability to identify and apply Generative AI to streamline tasks.

Responsibilities

• Lead the day-to-day operations of the complaints team, managing capacity to ensure high productivity and regulatory deadline adherence.
• Coach and develop a team of five complaints officers, with regular quality reviews.
• Act as escalation point for complex or high-impact complaints.
• Make fair, evidence-based decisions aligned with FCA DISP, GDPR, and FOS expectations.
• Manage risk registers and tickets to proactively mitigate issues.
• Develop and implement complaints operations strategies, policies, and procedures.
• Partner with cross-functional teams to fix recurring customer issues at the source.
• Identify trends, emerging risks, and regulatory changes, and communicate to senior stakeholders.
• Explore and implement responsible Generative AI use to improve efficiency.

Skills

Complaints leadership

Coaching & performance

FCA DISP knowledge

FOS complaints process

Data-driven decisions

AI tools usage

Fintech experience

Stakeholder communication

Tools

Generative AI

CRM systems

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!