Complaints Officer

Funding Circle Ltd.; Greater London; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Flexibility and benefit allowance

Private medical and dental

Life assurance and share schemes

Annual learning allowance

Cycle-to-work and season ticket loans

Barista coffee & subsidised lunches

Job summary

Funding Circle Ltd. in London (Hybrid) is seeking a Complaints Officer to join our Business Support team. You’ll manage a portfolio of complaints, conduct end-to-end investigations, and draft fair, compliant final letters for complex cases.

You’ll collaborate across departments to resolve issues within regulatory timeframes, maintain Salesforce case records, and explore AI tools to boost accuracy and productivity.

Qualifications

• 1 year of complaint handling experience in financial services (or similar).
• Solid understanding of the FCA complaint handling process and timelines.
• Ability to explain complex financial information to customers clearly.
• Experience using AI tools to streamline tasks is a plus.

Responsibilities

• Manage and resolve a portfolio of complaints across the business within regulatory timeframes.
• Conduct thorough investigations ensuring timely, fair, and compliant outcomes.
• Draft high-quality final response letters and gather agent feedback to upskill staff.
• Maintain accurate case records in Salesforce and meet 8-week deadlines.

Skills

Complaint handling

Regulatory understanding

Strong communication

AI productivity

Tools

Salesforce

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

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.

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.

• 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 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!