Fintech Complaints & Customer Care Specialist

Chip UK; Greater London; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Discretionary bonus

Private medical insurance

Pension scheme

Cycle to work

Season ticket loan

Training budget

Laptop provided

Flexible working

Job summary

Chip is looking for a Complaints Handler to manage customer complaints from receipt to resolution in a fast-growing fintech environment. You will investigate concerns, review policies and records, and determine fair outcomes with empathy and clarity.

You will ensure regulatory compliance (FCA DISP) and provide accurate information to customers while balancing outcomes with business considerations. The role emphasizes documentation, escalation where needed, and maintaining high standards of

Qualifications

• Previous experience in complaints, customer service, or financial services within a regulated environment.
• Strong written and verbal communication skills.
• Excellent attention to detail.
• Ability to investigate objectively and reach fair conclusions.
• Ability to manage multiple complaints and deadlines.
• Strong organisational and time-management skills.
• Ability to interpret policies and financial product terms.
• Confidence dealing with escalated customers.
• Strong analytical and problem-solving skills.
• Independent work style with appropriate escalation when needed.
• Proficiency across multiple computer systems.

Responsibilities

• Manage a portfolio of customer complaints from allocation to resolution.
• Review customer concerns and ensure all points are addressed.
• Conduct fair investigations using account and transaction data.
• Review policies, terms, and internal records.
• Assess whether financial loss or detriment occurred.
• Identify remedial actions including explanations, apologies and compensation where appropriate.
• Draft clear complaint responses within regulatory and internal timelines.
• Escalate complex or high-risk complaints to managers or specialists.

Skills

Communication skills

Attention to detail

Investigative ability

Multitasking

Independent working

Tools

CRM systems

Job description

Chip is looking for a Complaints Handler to manage customer complaints from receipt to resolution in a fast-growing fintech environment. You will investigate concerns, review policies and records, and determine fair outcomes with empathy and clarity.

You will ensure regulatory compliance (FCA DISP) and provide accurate information to customers while balancing outcomes with business considerations. The role emphasizes documentation, escalation where needed, and maintaining high standards of