Complaints Officer

WeAreTechWomen; London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the financial services sector is seeking a Complaints Officer to join their Business Support team. This role involves managing customer complaints effectively, ensuring compliance with regulatory standards, and providing exceptional service. The ideal candidate will have strong problem-solving skills and a detail-oriented approach, contributing to a positive customer experience and supporting internal feedback processes.

Benefits

Private Medical Insurance

Dental Insurance

Health Cash Plan

Flexible Working

Electric Car Scheme

Qualifications

• At least 1 year of experience in a Complaints role, preferably within Financial Services.
• Proven experience handling complex and challenging customer complaints.

Responsibilities

• Provide the best customer experience when handling complaints.
• Investigate and respond to various complex complaints.
• Manage a caseload of customer complaints including FOS escalated complaints.

Skills

Customer Service

Problem Solving

Attention to Detail

Organisational Skills

Communication

Job description

Complaints Officer

We are looking for a Complaints Officer in our Business Support team.

This role sits in our Complaints team who play a vital role in ensuring that all customer complaints; whether from Investors or Borrowers, are handled fairly, promptly, and in line with regulatory requirements.

Who are we?

We’re Funding Circle. We back small businesses to succeed.

At Funding Circle, we believe the world needs small businesses. That’s why we’ve made it our mission to help them get the finance they need to grow.

With more than a decade of expertise under our belt, we’ve built a game-changer of a platform with cutting-edge data and technology that’s reshaping the landscape of SME lending. Say goodbye to lengthy applications and hello to lightning-fast decisions! In just minutes, SMEs across the UK can get a decision, giving them access to competitive funding in a flash.

We know that good business is about good people. So we pride ourselves on providing meaningful, human support as well as fast, hassle free processes to deliver an unbeatable customer experience.

The role

We’re looking for someone who thrives on solving complex problems and is experienced in managing customer complaints. You’ll need to be detail-oriented, highly organised, and able to navigate challenging situations with professionalism and empathy. Working collaboratively with other business areas and providing actionable feedback will be key to your success in this role

Provide the best customer experience when handling customer’s complaints in writing and over the phone
Support Root Cause Analysis and internal feedback loops to mitigate future customer problems
Investigate and respond to various complex complaints and give the customer the right outcome
Manage a caseload of customer complaints including Financial Ombudsman Service (FOS) escalated complaints within tight deadlines

What we’re looking for

At least 1 year of experience in a Complaints role, preferably within Financial Services
Proven experience handling complex and challenging customer complaints with excellent customer service skills
Strong attention to detail, organisational skills, and the ability to follow procedures
Experience working with the Financial Ombudsman Service or relevant regulatory bodies
Excellent verbal communication skills and strong written abilities

At Funding Circle we are committed to building diverse teams so please apply even if your past experience doesn’t align perfectly with the requirements.

Want to learn more?

We have a huge impact on the businesses that borrow through our platform, the communities they serve and the overall economy (last year £6.9bn of GDP generated). You can read our full Impact Report here:https://www.fundingcircle.com/uk/impact
To see what our customers think, visit our Trustpilot page: https://uk.trustpilot.com/review/fundingcircle.com
And we’re still evolving! Our award-winning multi-product platform is solving more SME finance challenges than ever before. We think big, rally together and meet the needs of SME customers like no other.

Why join us?

At Funding Circle, we celebrate and support the differences that make you, you. We’re proud to be an equal-opportunity workplace and affirmative-action employer. We truly believe that diversity makes us better.

As a flexible-first employer we offer hybrid working at Funding Circle, and we've long believed in a 'best of both' approach to in-office collaboration and non-office days. We expect our teams to be in our London office three times a week, where you can take advantage of our newly refurbished hybrid working space, barista made coffee and subsidised lunches (via JustEat) every day!

We back our Circlers to build their own incredible career, making a difference to small businesses every day. Our Circler proposition is designed to support employees both in and out of work, and it is anchored around four pillars: Health, Wealth, Development & Lifestyle.

A few highlights:

Flexibility: We provide you with a benefit allowance so that you can tailor your benefit selection to you and your family’s needs.
Health:Private Medical Insurance, Dental Insurance, Health Cash Plan, Health Assessments (including female fertility health assessments), eyecare vouchers, flu jabs, Wellhub (for discounted flexible gym membership and access to wellbeing apps) access to a free Employee Assistance Programme and free Digital GP for yourself and any children under 16.
Wealth:Life Assurance, Income Protection, Critical Illness Cover, financial coaching through Octopus Money Coach, a tax-advantaged share scheme, a free mortgage advisor partnership and discounts across numerous retailers through Perks at Work.
Development: Dedicated annual Learning & Development allowance and full access to internal learning platform.
Lifestyle:Electric Car Scheme, Cycle to Work scheme, Season Ticket Loans, and more!

And finally, we have award winning parental leave policies supporting parents through enhanced maternity, partner and adoption leave, as well as additional leave for parental bereavement and for fertility treatments.

Ready to make a difference? We’d love to hear from you.

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