Customer Complaints & Resolution Specialist

Kroo Bank; Manchester; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

25 days annual leave

1 Kroo bank holiday

Personal days

Volunteer program

Mental health support

Workplace pension

MacBook laptop

Home office setup support

Hybrid work model

Cycle to Work

Electric Car scheme

Enhanced parental leave

Room to grow

Job summary

Kroo Bank in Manchester is seeking a Complaints Specialist to own the investigation and resolution of customer complaints, ensuring timely and fair outcomes while supporting vulnerable customers. You will collaborate with the Customer Operations team in a fast-paced fintech environment and contribute to improvements across processes.

This role requires knowledge of TCF and DISP regulations, strong attention to detail, and a commitment to delivering exceptional customer service in every

Qualifications

• 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).
• Excellent eye for detail and ability to handle investigations with complex issues.
• Ability to work independently, whilst part of a team, in a fast-paced environment.
• Excellent written and verbal communication skills and a commitment to exceptional customer service.

Responsibilities

• 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 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.

Skills

Attention to detail

Communication skills

Independent worker

Team collaboration

Regulatory knowledge

Job description

Kroo Bank in Manchester is seeking a Complaints Specialist to own the investigation and resolution of customer complaints, ensuring timely and fair outcomes while supporting vulnerable customers. You will collaborate with the Customer Operations team in a fast-paced fintech environment and contribute to improvements across processes.

This role requires knowledge of TCF and DISP regulations, strong attention to detail, and a commitment to delivering exceptional customer service in every