Complaints Officer

Funding Circle Ltd.; City of Westminster; Hybrid; GBP 32.000 - 42.000; Vollzeit

Benefits dieser Stelle

Barista coffee

subsidised Just Eat lunches

Learning allowance

Parental leave policies

Cycle-to-work

Zusammenfassung

Funding Circle Ltd. is seeking a Complaints Officer for the Business Support team in London. The role involves managing a portfolio of complaints, conducting thorough investigations, and issuing final response letters with empathy and precision.

You will collaborate with multiple departments to resolve complaints regarding our financial products, ensuring regulatory timelines are met and records are meticulously kept in Salesforce. The team values growth mindset and proactive AI use.

Qualifikationen

• 1 year of complaint handling experience ideally within financial services.
• Strong understanding of the FCA complaint handling process and timelines.
• Demonstrable experience in resolving complaints both verbally and in writing.
• Ability to communicate complex information relating to financial products and services to customers.
• Proactive use of Generative AI to streamline daily tasks and improve productivity.

Aufgaben

• Manage and resolve a portfolio of complaints across the business to a high standard within regulatory timeframes.
• Conduct thorough, end-to-end investigations into complaints, ensuring timely, fair, and compliant outcomes.
• Draft high-quality final response letters for complex and escalated complaints and provide feedback to staff.
• Maintain accurate records of case progress and outcomes within Salesforce, adhering to deadlines.
• Communicate effectively with customers to explain complex financial products and services.

Kenntnisse

Complaint handling

FCA process

Written communication

Verbal communication

Salesforce

Generative AI

Tools

Salesforce

AI tools

Jobbeschreibung

London (Hybrid) | 3 days in the office | Competitive Salary + Benefits We are looking for a Complaints Officer in our Business Support team. At Funding Circle, our Complaints Team plays a vital role in ensuring that all customer complaints are handled fairly, and line with regulatory requirements. In this role, as a Complaints Officer, you will have the opportunity to collaborate with various departments across the business to resolve complaints relating to our multi-suite of products.

• Manage and resolve a portfolio of complaints across the business to a high standard, and within regulatory timeframes.
• Conduct thorough, end-to-end investigations into complaints, ensuring timely, fair, and compliant outcomes in line with regulatory requirements and internal policy.
• Draft high-quality, professional, and empathetic final response letters for complex and escalated complaints, as well as agent feedback with the aim to upskill and empower staff.
• Maintain accurate records of case progress, outcomes, and root causes within Salesforce while ensuring adherence to 8-week deadlines. 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.
• 1 year of complaint handling experience ideally within the financial services industry.
• A strong understanding of the FCA complaint handling process and timelines.
• Demonstrable experience in resolving complaints both verbally and in writing.
• Ability to communicate complex information relating to financial products and services to customers.
• 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 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! 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.