Fintech Complaints & Resolution Specialist

Chip UK; Greater London; Remote; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Discretionary Bonus

Workplace pension scheme

Private medical insurance

Employee Assistance Programme

Cycle to work scheme

Season ticket loan

ChipX subscription

Flexible working arrangements

28 days holiday + bank holidays

Annual training budget

Chip Fitness Benefit

Company laptop

Job summary

Chip UK is seeking a Complaints Handler to manage customer complaints from receipt to resolution. You will investigate concerns, assess impact, and provide empathetic, compliant responses within regulatory timelines.

The role requires strong attention to detail and the ability to balance customer outcomes with regulatory obligations in a fast-paced fintech environment. Experience in financial services or regulated settings is essential.

Qualifications

• Experience in complaints, customer service, financial services, banking, fintech or regulated environments.
• Strong written and verbal communication skills.
• Excellent attention to detail.

Responsibilities

• Manage a portfolio of customer complaints from allocation to resolution.
• Review customer concerns and ensure all points are addressed.
• Conduct fair investigations using available information.
• Review policies, terms and records.
• Assess customer impact and determine remedial action.
• Draft clear, accurate complaint responses within regulatory timelines.
• Escalate complex or high-risk complaints as needed.

Skills

Communication skills

Attention to detail

Investigate information

Multi-complaint management

Time management

Policy interpretation

Customer handling

Analytical thinking

Independent work

Tech savvy

Job description

Chip UK is seeking a Complaints Handler to manage customer complaints from receipt to resolution. You will investigate concerns, assess impact, and provide empathetic, compliant responses within regulatory timelines.

The role requires strong attention to detail and the ability to balance customer outcomes with regulatory obligations in a fast-paced fintech environment. Experience in financial services or regulated settings is essential.