Complaints & Regulatory Specialist – Hybrid

Funding Circle UK; Greater London; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Barista coffee

Subsidised lunches

Flexible-first policy

Job summary

Funding Circle in London (Hybrid) is seeking a Complaints Officer in our Business Support team. You will manage a portfolio of customer complaints across our multi-suite of products, ensuring fair, timely outcomes in line with regulatory requirements.

You will conduct end-to-end investigations, draft high-quality final responses, and maintain accurate case records in Salesforce while meeting 8-week deadlines, collaborating with multiple departments to resolve complex issues.

Qualifications

• 1 year of complaint handling experience ideally within financial services.
• Strong understanding of the FCA complaint handling process and timelines.
• Experience in resolving complaints both verbally and in writing.
• Ability to explain complex information relating to financial products to customers.

Responsibilities

• 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.

Skills

Complaint handling

FCA knowledge

Written & verbal communication

Generative AI usage

Tools

Salesforce

Job description

Funding Circle in London (Hybrid) is seeking a Complaints Officer in our Business Support team. You will manage a portfolio of customer complaints across our multi-suite of products, ensuring fair, timely outcomes in line with regulatory requirements.

You will conduct end-to-end investigations, draft high-quality final responses, and maintain accurate case records in Salesforce while meeting 8-week deadlines, collaborating with multiple departments to resolve complex issues.