Complaints Officer

The role

A Complaints Officer in the Business Support team will manage and resolve a portfolio of complaints. You will conduct end-to-end investigations and draft final response letters for complex and escalated complaints.

What you will do

• Manage and resolve a portfolio of complaints to a high standard and within regulatory timeframes.
• Conduct thorough, end-to-end investigations into complaints.
• Ensure timely, fair, and compliant outcomes in line with regulatory requirements and internal policy.
• Draft high-quality, professional, and empathetic final response letters for complex and escalated complaints.
• Provide agent feedback to upskill and empower staff.
• Maintain accurate records of case progress, outcomes, and root causes within Salesforce.
• Ensure adherence to 8-week deadlines.

Required qualifications

• 1 year of complaint handling experience
• A strong understanding of the FCA complaint handling process and timelines.
• Demonstrable experience in resolving complaints both verbally and in writing.
• Ability to communicate complex information relating to financial products and services to customers.
• Able to proactively identify ways to use Generative AI to streamline daily tasks and improve personal productivity.
• Confident using approved AI tools safely and effectively to enhance output and find a better way of working

Nice to have

• complaint handling experience ideally within the financial services industry

Benefits

• Benefit allowance to tailor to your own life and family
• Private medical and dental
• Health assessments
• Access to a digital GP
• Life assurance
• Share schemes
• Financial coaching
• Dedicated annual learning allowance
• Electric car scheme
• Cycle-to-work scheme
• Season ticket loans
• Parental leave policies

About the company

Funding Circle is a fintech company that builds a platform to provide funding to UK small businesses. It has the energy of a start-up with the stability of a public company.