Complaints Specialist

Kroo Bank; Manchester; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

25 days annual leave

Pension with employer contribution

Hybrid work model

MacBook laptop provided

Volunteer hours

Job summary

Kroo Bank is looking for a Complaints Specialist to take ownership of customer complaints, investigate and resolve issues, and provide feedback to improve processes. You will work closely with the Customer Operations team to support vulnerable customers and ensure timely resolutions.

The role requires at least 6 months in financial services complaints handling, with knowledge of TCF and DISP. This is a hybrid role based in Manchester, offering strong benefits and a focus on customer experience.

Qualifications

• 6+ months experience in financial services, in a complaints handling role.
• Knowledge of regulatory requirements for complaint handling (TCF, DISP).
• Strong attention to detail and ability to handle investigations with complex issues.

Responsibilities

• Liaise with the Customer Operations team to investigate and resolve complaints.
• Assist vulnerable customers and provide additional support as needed.
• Own complaints and escalate when necessary.
• Colate accurate MI and provide feedback to improve processes and workflows.
• Perform root cause analysis to identify data trends in complaints.
• Support, advise and guide other departments across the business.

Skills

Complaint handling

Financial services

Attention to detail

Communication skills

Independent

Tools

Regulatory knowledge

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. 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

Requirements

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

Benefits

What we 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.

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.