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About the Role

We are looking for someone who thrives on solving complex problems and is experienced in managing customer complaints. You’ll need to be detail-oriented, highly organised, and able to navigate challenging situations with professionalism and empathy. Working collaboratively with other business areas and providing actionable feedback will be key to your success in this role.

Responsibilities

• Provide the best customer experience when handling customer’s complaints in writing and over the phone
• Support Root Cause Analysis and internal feedback loops to mitigate future customer problems
• Investigate and respond to various complex complaints and give the customer the right outcome
• Manage a caseload of customer complaints including Financial Ombudsman Service (FOS) escalated complaints within tight deadlines

Requirements

• At least 1 year of experience in a Complaints role, preferably within Financial Services
• Proven experience handling complex and challenging customer complaints with excellent customer service skills
• Strong attention to detail, organisational skills, and the ability to follow procedures
• Experience working with the Financial Ombudsman Service or relevant regulatory bodies
• Excellent verbal communication skills and strong written abilities
• Able to proactively identify ways to use Generative AI to streamline your daily tasks and improve your personal productivity
• Confident using approved AI tools safely and effectively to enhance your output and find a better way of working

Skills

• Customer complaints management
• Customer service
• Root Cause Analysis
• Financial Ombudsman Service (FOS)
• Generative AI
• AI tools

Location

• London

Work Type

• Hybrid
• 3 days in the office

Experience Level

• At least 1 year of experience

Salary/Compensations

• Competitive Salary

Benefits

• Benefit allowance
• 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
• Award-winning parental leave policies
• Fertility treatments support
• New additions to the family support
• Barista coffee
• Subsidised Just Eat lunches

About the Company

• We’re on a mission to back the UK’s small businesses like no one else.
• Small businesses are the backbone of the economy, and we’re here to help them win.
• We’ve built a platform that uses clever data to get them the funding they need in minutes, not weeks.
• At Funding Circle, we have the restless energy of a fintech start-up with the stability of a public company.
• It’s a unique mix that gives Circlers the autonomy to take ownership and the scale to make an impact that truly counts.
• We’re a high-performing team that chooses to lift each other up.
• We challenge, we champion, and we have each other’s backs - because we know that when we stand together, we move faster and build better.
• The impact is real: Last year alone, the businesses on our platform generated £7.2bn for the UK economy.
• Come and join a mission that matters!

Equal Opportunity

• At Funding Circle we are committed to building diverse teams so please apply even if your past experience doesn’t align perfectly with the requirements.
• We’re building a place where everyone truly feels they belong. Even if your past experience doesn't align perfectly with every requirement, we'd still love to hear from you.