Complaints Officer New Cardiff

Capital On Tap; Cardiff; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking fintech company that empowers you to innovate and solve complex problems. In this hybrid role, you'll be an essential part of the Complaints team, managing customer complaints and ensuring compliance with industry regulations. With a focus on exceptional service, you'll take ownership of the complaints process, collaborating with various teams to deliver timely and effective solutions. This dynamic environment offers opportunities for growth and development while contributing to the mission of helping small businesses thrive. If you're ready to make an impact, this is the perfect opportunity for you.

Benefits

Private Healthcare

Worldwide Travel Insurance

Anniversary Rewards

Pension Scheme

28 Days Holiday

Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

Free Drinks and Snacks

Qualifications

• 2 years experience in customer-focused financial services.
• Familiarity with FCA regulations and complaint handling.

Responsibilities

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

Skills

Customer Service

Complaint Management

Communication Skills

Problem Solving

Attention to Detail

Education

High School Diploma

Relevant Certifications in Customer Service

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.

This is a Hybrid role; the Complaints team works from our Cardiff Office 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.

1. Deliver friendly and helpful customer service via phone or written communication.
2. Take full ownership of complaints, keeping customers informed throughout the process.
3. Understand our business and products, collaborating with teams for quick service.
4. Ensure complaints comply with FCA guidelines and relevant laws.
5. Write clear response letters, explaining findings and educating customers on our services.
6. Lead initiatives to improve complaint handling, ensuring successful implementation.
7. Experience handling complaints in a busy, customer-focused financial services environment is desirable; 2 years of experience is essential for this role.
8. Experience working within FCA regulations.
9. Experience working with Financial Ombudsman Service referrals.
10. Strong verbal and written communication skills, with the ability to meet regulatory deadlines.
11. Self-motivated and able to work independently.
12. Takes ownership with strong attention to detail.
13. 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

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

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).

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What complaints experience do you have, and why do you feel you'd be a great fit for this role? *

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This role is based in our Cardiff office, please can you confirm you can commute to Cardiff and are happy to work onsite? *

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At Capital on Tap we are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin and all the other characteristics that make us who we are. We want to be a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and that they can be their authentic selves.

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