Complaints Specialist (Savings)

TN United Kingdom; London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An innovative firm is seeking a dedicated Complaints Specialist to enhance customer service in a dynamic, tech-driven environment. This role involves managing customer complaints, collaborating with various teams, and utilizing cutting-edge tools to improve service delivery. If you are passionate about customer experience and thrive in a fast-paced setting, this opportunity offers a chance to make a significant impact while working in a hybrid model. Join a mission-led company that values your contributions and supports your growth.

Qualifications

• Proven experience in customer complaint handling in financial services.
• Strong understanding of FCA rules and excellent communication skills.

Responsibilities

• Handle customer complaints and liaise with stakeholders.
• Provide data insights and collaborate with teams for process improvements.

Skills

Customer Complaint Handling

FCA Complaint Handling Rules

Communication Skills

Data Analysis

Cross-functional Collaboration

Tools

Intercom

Notion

JIRA

Job description

Job Description

We’re looking for an experienced, customer-centric Complaints Specialist who isn’t afraid to roll their sleeves up, to help deliver the best, most trusted customer service as we grow our business.

In this role, you’ll be responsible for handling complaints and inbound and outbound communication with customers. This includes liaising with internal and external stakeholders (such as the FOS) and delivering 5* service, 7 days a week whilst continually implementing process improvements and optimising resources. You will also successfully collaborate with our operations, technology and compliance teams to ensure we achieve our company growth objectives.

As a tech-enabled business, there is a big focus on innovative AI/technology-focused solutions to create the optimum customer experience whilst also enabling Tembo to scale quickly. At Tembo, we utilise the latest tools and systems to deliver top-class service. You’ll own the ongoing training and utilisation of these tools to ensure the team makes the most of them (e.g., using Intercom AI to automatically resolve as many tickets as possible without human intervention).

You will live and breathe our values and ensure they are embedded across the team and into every customer interaction. Additionally, you will provide data insights and reporting on performance to inform strategic decisions around future investments, products, and technology developments.

Qualifications

• Proven experience handling customer complaints in a regulated financial services environment (preferably fintech or banking)
• Strong understanding of FCA complaint handling rules (DISP)
• Excellent written and verbal communication skills with a customer-first mindset
• Ability to investigate, resolve, and report on complaints thoroughly and empathetically
• Experience drafting final responses and managing case escalations, including Financial Ombudsman Service (FOS) cases
• Comfortable working cross-functionally with Compliance, Operations, and Product teams to resolve root causes
• High attention to detail and confident working with data and complaint tracking tools (e.g., Notion, Intercom, JIRA)
• Ability to balance regulatory precision with a compassionate tone
• Passion for delivering outstanding customer experience in a fast-paced, mission-led business
• Collaborative, with exceptional communication skills
• Mindset to thrive in a fast-paced, dynamic start-up environment

However, the right mindset and attitude are more important than ticking every box on our checklist. If you’re interested in what we’re doing, excited by our mission, and the description largely fits you, then get in touch!

Additional Information

Location: Hybrid, with an office in Central London (1-2 days per week in the office)