Complaints Officer

Capital on Tap; Cardiff; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

Join a dynamic fintech company dedicated to improving the lives of small business owners. In this hybrid role, you will be part of a vibrant team focused on managing customer complaints effectively. Your proactive approach will ensure fair outcomes while adhering to regulatory requirements. With a commitment to inclusivity and a fun office environment, this role offers a chance to make a real impact. Enjoy great perks including private healthcare, a generous holiday allowance, and a supportive workplace culture. If you're ready to take ownership and thrive in a fast-paced setting, this opportunity is for you.

Benefits

Private Healthcare

Worldwide Travel Insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

28 Days Holiday

Annual Learning Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

Free Drinks and Snacks

Qualifications

• Experience in a customer-focused financial services environment is essential.
• Strong communication skills with attention to detail are crucial.

Responsibilities

• Manage and resolve customer complaints across multiple channels.
• Ensure complaints comply with FCA guidelines and write clear response letters.

Skills

Customer Service

Complaint Handling

FCA Regulations

Verbal Communication

Written Communication

Attention to Detail

Education

2 years experience in customer-focused financial services

Job description

We're Capital on Tap

Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Why Join Us?

We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment.

Check out the development opportunities in the Complaints team.

This is a Hybrid role, the Complaints team works from our Cardiff Offices 3 days per week.

What You'll Be Doing

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.

We're seeking individuals who take full ownership of the complaints process from start to finish, ensuring fair, consistent outcomes in line with company policies, procedures, and regulatory requirements. If you're confident, proactive, and committed to delivering exceptional customer service, this role is for you.

• Deliver friendly and helpful customer service via phone or written communication
• Take full ownership of complaints, keeping customers informed throughout the process
• Understand our business and products, collaborating with teams for quick service
• Ensure complaints comply with FCA guidelines and relevant laws
• Write clear response letters, explaining findings and educating customers on our services
• Lead initiatives to improve complaint handling, ensuring successful implementation
  
  

We're Looking For

• Experience handling complaints in a busy, customer-focused financial services environment is desirable - 2 years of experience is essential for this role.
• Experience working within FCA regulations
• Experience working with Financial Ombudsman Service referrals
• Strong verbal and written communication skills, with the ability to meet regulatory deadlines
• Self-motivated and able to work independently
• Takes ownership with strong attention to detail
• Strong work ethic with a passion for improving customer satisfaction
  
  

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

We try not to take ourselves too seriously (all the time), so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:

Private Healthcare, including dental and optician services through Vitality

️ Worldwide travel insurance through Vitality

Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)

Salary Sacrifice Pension Scheme up to 7% match

️ 28 days holiday (plus bank holidays)

Annual Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

6 free therapy sessions per year

Dog-Friendly Offices

Free drinks and snacks in our offices

Check out more of our benefits, values, and mission here.



Interview Process

• First stage: 30-minute intro and values call with Talent Partner (Video call)
• Complete a complaint-specific task ahead of the second stage.
• Second stage: 45-minute CV overview with Team Manager and 15-minute meet the team (In person)
  
  

Other Info

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Email [e-mail] if you have any questions.

Excited to work here? Apply!

If you'd like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)