Complaints Officer

Capitalontap

Cardiff

On-site

GBP 28,000 - 36,000

Full time

14 days+

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Benefits offered by this job

Private Healthcare including dental

Worldwide travel insurance

Salary Sacrifice Pension

EV Salary Sacrifice

28 days holiday

Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work

Season Ticket Loan

Therapy sessions

Dog friendly offices

Free drinks and snacks

Job summary

Capital on Tap is seeking a Complaints Team member in Cardiff to manage and resolve customer complaints across multiple channels. You will report to the Complaints Manager and be part of a busy team in a hybrid office setup (3 days in the office, 2 from home, with fully office-based for the first 3 months).

You will own complaints, inform customers clearly, and ensure investigations meet FCA regulations while collaborating with other departments to deliver fair outcomes.

Qualifications

Experience handling complaints in a customer-focused environment.
Strong verbal and written communication skills.
Background in FCA regulations.

Responsibilities

Taking full ownership of customer complaints, ensuring clear communication throughout and keeping customers informed.
Developing a strong understanding of our business and products to effectively inform customers.
Communicating clearly with our customers both verbally and in writing, to ensure a strong understanding and outcome is delivered.
Ensuring all complaints comply with FCA regulations and relevant laws.
Working collaboratively with all departments to ensure a fair and thorough investigation into customer complaints.
Writing clear response letters, explaining our findings and ensuring an appropriate investigation is conducted.

Skills

Complaint handling

Verbal communication

Written communication

Attention to detail

FCA regulations knowledge

Job description

We’re Capital on Tap. Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that.

Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier.

1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We’ve done a pretty good job so far, but we’re just getting started!

Check out the development opportunities in the Complaints team.

Cardiff | 3 days in office, 2 from home (Fully office-based for the first 3 months)

Complaints Team

In this dynamic and challenging role, you will report to the Complaints Manager and be an integral part of a busy team, managing and resolving customer complaints across multiple channels, including telephone, email, and letter.

What You’ll Be Doing

Taking full ownership of customer complaints, ensuring clear communication throughout and keeping customers informed.
Developing a strong understanding of our business and products to effectively inform customers.
Communicating clearly with our customers both verbally and in writing, to ensure a strong understanding and outcome is delivered.
Ensuring all complaints comply with FCA regulations and relevant laws.
Working collaboratively with all departments to ensure a fair and thorough investigation into customer complaints.
Writing clear response letters, explaining our findings and ensuring an appropriate investigation is conducted.

Our Values & Culture

Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For

Experience in handling complaints, conducting thorough complaints investigations, and providing outcomes to customers in a busy customer-focused environment.
Strong verbal and written communication skills to effectively inform and update our customers.
A strong work ethic and resilient attitude, with a passion for providing fair outcomes to customers.
A background in working within FCA regulations.
An inquisitive mind and strong attention to detail to ensure all customer concerns are captured and appropriately investigated

Even if you don’t have all of the necessary skills, we still encourage you to apply.

Interview Process

Stage 1: First stage: 30-minute intro and values call with Talent Partner (Video call).
Stage 2: Second stage: Task to be completed prior to a one hour in-person interview.
Stage 3: Informal conversation with our Head of Support Services.

Diversity & Inclusion

We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks