🛠 Tech Stack

💼 About This Role

You'll manage customer complaints for a fast-growing fintech bank, serving SMEs and retail clients. You'll resolve issues via phone, chat, and social media while improving processes to enhance customer experience. This role offers flexible hybrid working in a supportive team environment.

🎯 What You'll Do

• Field inbound customer communications via voice, chat, or social media.
• Manage cases including outbound calls, payments, and letter writing.
• Handle KYC, complaints, vulnerable customers, and complex SME needs.
• Proactively identify process improvements to better serve customers.

📋 Requirements

• Customer service experience in a telephone or face-to-face role.
• Experience using core banking systems and social media tools.
• Experience managing complex complaints through to resolution.
• Knowledge of financial services regulations and guidelines.

✨ Nice to Have

• Experience with workflow or task management tools.
• Familiarity with core banking processes like account opening and payments.

🎁 Benefits & Perks

• 📚 Onboarding support and development opportunities.
• ⏰ Flexible working options.
• 💰 Discretionary bonus scheme.
• 🏥 Private health cover and life assurance.
• 👶 Enhanced Maternity & Paternity leave.