Complaints Specialist

Abound; Milton Keynes; Hybrid; GBP 35,000 - 42,000; Full time

Benefits offered by this job

Equity

Hybrid working model

25 days holiday + 8 bank holidays

2 volunteering days/year

1 month sabbatical after 4 years

Employee loan

Free gym membership

Team wellness budget

Job summary

Abound is seeking an experienced Complaints Specialist to balance customer service, complaints handling and business sense. The role is based in Milton Keynes with a hybrid pattern—3 days per week in the Milton Keynes office and occasional London attendance.

This position requires 3-5 years in complaint handling within financial services, with strong FCA/FOS knowledge and excellent communication, analytical, and detail-oriented skills.

Qualifications

• 3-5 years of experience in a complaint handling role within the financial services industry, preferably in lending.
• In-depth knowledge of FCA regulations, FOS processes, and other relevant UK financial regulations.
• Excellent written and verbal communication, with the ability to handle sensitive situations with tact and professionalism.
• High level of accuracy and attention to detail in documentation and analysis.

Responsibilities

• Manage and resolve customer complaints in a timely and compliant manner.
• Serve as the primary point of contact for escalated complaints, providing clear communication to customers.
• Ensure all complaint handling processes comply with FCA guidelines, FOS requirements, and other regulations.
• Conduct detailed investigations into complaints, identify trends and root causes, and coordinate responses with underwriting and collections.
• Prepare regular reports on complaint trends, root cause analysis, and resolution times for senior management.
• Coordinate with external bodies, such as the Financial Ombudsman Service, for escalated complaints.
• Maintain accurate records of all complaints, resolutions, and actions in the company systems.
• Support complaints MI and elevate issues to senior management where needed.

Skills

Complaint handling

Analytical skills

Problem-solving

Decision-making

Communication

Attention to detail

Job description

About Abound

We’re redefining consumer lending in the UK, and beyond. Using advanced AI and Open Banking data, we make fair, affordable personal finance available to more people. While traditional lenders rely almost entirely on credit scores, we look at the full financial picture - how much you spend, and what you can afford to repay to build a deeper, more accurate understanding of each customer's unique financial situation.

And we've shown it works at scale. We’ve issued over £1.3bn in loans directly to customers while delivering market-leading credit performance - for every 10 defaults the industry expects, we see only 3. We also reached profitability just 2.5 years after launch.

Backed by £2bn+ of funding from top-tier investors including Citi, GSR Ventures, and Deutsche Bank, we’re recognised as one of Europe’s fastest-growing fintechs (Sifted, CNBC). Now, we’re expanding into new markets and product lines - and we’re looking for ambitious people who want to learn fast, take ownership, and grow with us.

We're looking for an experienced individual to fill the Complaints Specialist Role. This position requires an important balance of customer service, complaints handling and business sense as we focus on delivering the right outcomes for our customers based on their individual circumstances, always.

You will be working alongside with our rapidly expanding team in our Milton Keynes office, this is a hybrid role requiring 3 days per week in our Milton Keynes office with flexibility on the other 2. There will also be a requirement to attend our central London office once a month (fully expensed).

Who You Are

• Experience: Minimum of 3-5 years’ experience in a complaint handling role within the financial services industry, preferably in lending.
• Knowledge: In-depth knowledge of FCA regulations, FOS processes, and other relevant UK financial regulations.
• Skills: Strong analytical, problem-solving, and decision‑making skills, with the ability to handle complex complaints.
• Communication: Excellent written and verbal communication skills, with the ability to handle sensitive situations with tact and professionalism.
• Attention to Detail: High level of accuracy and attention to detail in documentation and analysis.

What You'll Be Doing

• Complaint Handling: Manage and resolve customer complaints in a timely and effective manner, ensuring that all responses are accurate, clear, and comply with regulatory standards.
• Customer Communication: Act as the primary point of contact for escalated complaints, providing clear and empathetic communication to customers throughout the process.
• Regulatory Compliance: Ensure all complaint handling processes comply with FCA guidelines, the Financial Ombudsman Service (FOS) requirements, and other relevant regulations.
• Root Cause Analysis: Conduct detailed investigations into complaints, identifying trends and root causes, and providing feedback to relevant departments to improve service delivery. This involves coordinating responses from other departments such as underwriting and collections
• Reporting: Prepare regular reports on complaint trends, root cause analysis, and resolution times for senior management, highlighting areas for improvement.
• External Liaison: Coordinate with external bodies, such as the Financial Ombudsman Service, to manage and resolve complaints escalated beyond internal resolution processes.
• Internal reporting: Support complaints MI and elevate issues to senior management where needed
• Documentation: Maintain accurate records of all complaints, resolutions, and actions taken, ensuring these are logged appropriately in the company’s systems
• Others: supporting other business operations activities such as fraud handling and general customer queries

What We Offer

• Everyone owns a piece of the company - equity
• Hybrid working, with 3 days a week in the office
• 25 days’ holiday a year, plus 8 bank holidays
• 2 paid volunteering days per year
• One month paid sabbatical after 4 years
• Employee loan
• Free gym membership
• Team wellness budget to be active together - set up a yoga class, a tennis lesson or go bouldering