Remote Escalations Advocate: Complex Customer Complaints

Channel Sales Support Agent - Block; Greater London; On-site; GBP 35,000 - 55,000; Full time

Benefits offered by this job

Remote work

Medical insurance

Flexible time off

Retirement savings plans

Family planning options

Job summary

Block is seeking a proactive Internal Dispute Resolution specialist to handle escalated customer complaints within our global complaints policy. You will collaborate with onshore and offshore teams to uphold fair outcomes and support frontline staff in delivering efficient resolutions.

The role requires 2–3 years in customer service with escalation experience, a background in FCA-regulated financial services, and strong communication skills across channels.

Qualifications

• 2-3 years in customer service with escalations/complaints
• Experience in FCA-regulated financial services
• Omnichannel service delivery (phone, messaging, social)
• Analytical mindset for dynamic priorities
• Strong time management skills
• Excellent written and verbal communication
• Ability to stay calm and support difficult customers by phone
• Strong attention to detail and problem solving

Responsibilities

• Investigate, manage and resolve escalated complaints per policy frameworks.
• Manage multiple cases simultaneously per SOPs.
• Support front-line team to improve first contact resolution.
• Monitor complaint trends and feedback; advise leaders.
• Build relationships with Operations, Product and Technology to resolve issues.
• Ensure complaint SLAs and metrics are met by offshore teams.
• Balance quality, productivity and service standards to meet KPIs.

Skills

Escalations experience

FCA regulations

Omnichannel support

Analytical mindset

Time management

Written and verbal communication

Calm under pressure

Attention to detail

Job description

Block is seeking a proactive Internal Dispute Resolution specialist to handle escalated customer complaints within our global complaints policy. You will collaborate with onshore and offshore teams to uphold fair outcomes and support frontline staff in delivering efficient resolutions.

The role requires 2–3 years in customer service with escalation experience, a background in FCA-regulated financial services, and strong communication skills across channels.