Complaints Operations Lead - Fintech

Whereby; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary + benefits

Job summary

Funding Circle is seeking a Head of Complaints to lead day-to-day operations from our London office with a hybrid model. You’ll manage capacity, ensure productivity, and meet regulatory deadlines from day one.

You’ll coach five officers, perform regular quality reviews, act as escalation point for complex cases, and partner with cross‑functional teams to address recurring issues using data and responsible AI.

Qualifications

• Experience managing a complaints team within fintech or financial services.
• Proven coaching and performance development skills.
• Strong FCA DISP and FOS knowledge; experience with complex escalations.
• Ability to use complaint data to identify trends and present insights to stakeholders.

Responsibilities

• Lead day-to-day operations of the complaints team and manage capacity.
• Coach and develop a team of five complaints officers; perform regular quality reviews.
• Act as escalation point for complex or high-impact complaints.
• Make fair, evidence-based decisions per FCA DISP, GDPR, and FOS.
• Manage risk registers and risk tickets to mitigate issues.
• Develop and implement complaints operation strategies and procedures.
• Collaborate with other teams to fix recurring customer issues at source.
• Identify complaint trends and regulatory changes to senior stakeholders.
• Explore responsible use of Generative AI in complaints handling.

Skills

Complaints management

Coaching & mentoring

Regulatory knowledge

Data-driven insights

AI awareness

Job description

Funding Circle is seeking a Head of Complaints to lead day-to-day operations from our London office with a hybrid model. You’ll manage capacity, ensure productivity, and meet regulatory deadlines from day one.

You’ll coach five officers, perform regular quality reviews, act as escalation point for complex cases, and partner with cross‑functional teams to address recurring issues using data and responsible AI.