Complaints Specialist

Kroo Bank Ltd; Manchester; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

25 days annual leave

Bank holidays

Volunteer program

Mental health support

Pension plan

MacBook and home-office setup support

Manchester office

Cycle to Work

Electric Car scheme

Enhanced parental leave

Room to grow

Job summary

Kroo Bank Ltd in Manchester is seeking a Complaints Specialist to own customer complaints, investigate, resolve, and escalate where needed, and provide feedback to improve processes.

You'll collaborate with the Customer Operations team, support vulnerable customers, and help ensure high standards of service in a fast-paced fintech environment.

Qualifications

• 6+ months experience in financial services in a complaints handling role.
• Knowledge of TCF and DISP regulatory requirements for complaint handling.
• Strong attention to detail with ability to handle complex investigations.
• Ability to work independently and as part of a team in a fast-paced environment.
• Ability to meet deadlines in line with complaint handling processes.
• Excellent written and verbal communication and customer service commitment.

Responsibilities

• Liaise with the Customer Operations team to investigate and resolve customer complaints.
• Support vulnerable customers and provide additional assistance as needed.
• Take ownership of complaints and escalate when necessary.
• Collate MI data and provide feedback to improve processes and workflows.
• Conduct root cause analysis to identify trends in complaints data.
• Provide guidance to other departments across the business.

Skills

Complaints handling

Financial services experience

Attention to detail

Verbal and written communication

Independent worker

Time management

Job description

What We’re All About at Kroo

Kroo has a big vision. To be the first bank that is both trusted and loved by its customers.We’re helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet.

Here at Kroo, doing what is right is in our DNA. We act with integrity, transparency and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together.

As a Complaints Specialist, you’ll take ownership of customer complaints, investigating, resolving, and escalating complaints when necessary, as well as provide feedback and recommendations to improve processes and workflows. Put simply, our Complaints Specialists are the customer problem solvers of Kroo!

The Kroo is growing and we’d love to hear from you if you’re interested in joining us in our journey.

Here’s what you will be doing:

• Liaising with the Customer Operations team to investigate and resolve customer complaints
• Helping customers who may be vulnerable and require further support
• Taking ownership of customer complaints and escalating where necessary
• Collate accurate MI and provide feedback and make recommendations to improve processes and workflows
• Carry out regular root cause analysis to provide information on complaints data trends
• Provide support, advice and guidance to other departments across the business

We’re looking for someone who:

• At least 6 months experience in financial services, in a complaints handling role
• Working knowledge of the relevant regulatory requirements for complaint handling (TCF, DISP)
• A brilliant eye for detail and an ability to handle investigations with complex issues
• The ability to work independently, whilst part of a team, to deliver in a fast-paced work environment
• The ability to meet deadlines in line with our complaint handling processes
• Excellent written and verbal communication skills and a genuine commitment to exceptional customer service

What we offer:

At our cutting-edge fintech company, we know that attracting and retaining the best talent means offering top-notch benefits that help our employees thrive both in and outside of work. Check out what we currently offer:

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday.
• Personal days: We know that life can be unpredictable, so we offer 3 personal days to use as needed.
• Employer-sponsored volunteer program: We’re passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time.
• Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner.
• Workplace pension: We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up.
• Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required.
• Modern office: When you’re in the office, you’ll enjoy access to our bustling workspace in Manchester.
• Cycle to Work scheme: We encourage sustainable transportation with our Cycle to Work scheme.
• Electric Car scheme: We’re committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same.
• Enhanced parental leave: We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families.
• Room for growth: As a fast-paced, high-growth start-up, we’re dedicated to providing our employees with room to grow and excel.
• You get full healthcare for you and your nuclear family via Vitality.

About Our Process:

We can be flexible with the structure of our interview process if someone’s circumstances or timescales require it but our general structure is:

• People screen and quiz interview - 45 mins
• Technical interview challenge with the hiring manager - 45 mins
• Head of division interview - 45 mins

Successful candidates after the technical stage will be invited to informally meet the team in person and see our fantastic offices. Please let us know if you have any specific requirements or need assistance so we can be as accommodating as possible for you.

Hybrid Working:

At Kroo Bank, we embrace a hybrid policy that grants individuals and teams a considerable level of autonomy regarding office usage, maximising productivity. Our office in Manchester is a splendid space that serves as a valuable and potent resource when utilised appropriately. Presently, we follow a blended working model, where employees are expected to work in the office once a fortnight. Therefore, candidates who are able to occasionally commute to the office align best with our current work practices. Please bear in mind that this position entails working shifts over 5 days, totalling 37.5 hours per week. The shift schedule will be provided well in advance, typically spanning from 6am to 10pm.

Diversity and Inclusion:

We wholeheartedly uphold our commitment to fostering a diverse and inclusive workplace. Every employee is highly regarded, respected, and supported without any form of judgement or prejudice. We consider Diversity, Equality, and Inclusion as fundamental pillars guiding our path in all aspects of our bank. We also ensure that reasonable adjustments are made available to all candidates throughout the recruitment process.