💼 About This Role

You'll manage and resolve customer complaints across phone, email, and letter for a fintech company serving small businesses. You'll take full ownership of each case, ensuring compliance with FCA guidelines and delivering friendly service.

🎯 What You'll Do

• Deliver friendly customer service via phone and written communication.
• Take full ownership of complaints, keeping customers informed.
• Write clear response letters explaining findings and educating customers.
• Lead initiatives to improve complaint handling processes.

📋 Requirements

• Experience handling complaints in a financial services environment.
• Knowledge of FCA regulations and Financial Ombudsman Services.
• Strong verbal and written communication skills.
• Attention to detail and self-motivation.

✨ Nice to Have

• Experience with complaint management systems.
• Knowledge of small business credit products.

🎁 Benefits & Perks

• 🏥 Private Healthcare including dental and optical through Vitality
• 🎁 Anniversary Rewards including sabbatical
• 🏖️ 28 days holiday plus bank holidays
• 📖 Annual Learning and Wellbeing Budget
• 💬 6 free therapy sessions per year

📨 Hiring Process

Estimated timeline: 2-4 weeks

1. 1Intro and values call with Talent Partner· 30 min
2. 2Task and in-person interview· 1 hour
3. 3Informal conversation with Customer Operations Director· 30 min

[email protected]