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About the Role
Lead the day-to-day operations of the complaints team, managing capacity to ensure high productivity and adherence to internal and regulatory deadlines. Manage, coach, and develop a team of five complaints officers, setting clear expectations and completing regular, thorough quality reviews on their output. Act as the escalation point for complex, sensitive, or high-impact complaints. Make fair, evidence-based decisions consistent with FCA DISP, GDPR, and FOS expectations. Manage risk registers and risk tickets to proactively mitigate potential issues. Develop and implement strategies, policies, and procedures specific to complaints operations. Partner with teams across the business to fix recurring customer issues at the source. Identify and communicate complaint trends, emerging risks, and regulatory changes to senior stakeholders. Identify opportunities to use AI responsibly throughout the complaint handling journey.
Responsibilities
- Lead the day-to-day operations of the complaints team, managing capacity to ensure high productivity and adherence to internal and regulatory deadlines.
- Manage, coach, and develop a team of five complaints officers, setting clear expectations and completing regular, thorough quality reviews on their output.
- Act as the escalation point for complex, sensitive, or high-impact complaints.
- Make fair, evidence-based decisions consistent with FCA DISP, GDPR, and FOS expectations.
- Manage risk registers and risk tickets to proactively mitigate potential issues.
- Develop and implement strategies, policies, and procedures specific to complaints operations.
- Partner with teams across the business to fix recurring customer issues at the source.
- Identify and communicate complaint trends, emerging risks, and regulatory changes to senior stakeholders.
- Identify opportunities to use AI responsibly throughout the complaint handling journey.
Requirements
- Experience managing a complaints team, ideally within fintech, banking, or financial services.
- Proven ability to drive strong performance through coaching, mentoring, and identifying development opportunities on both an individual and team level.
- Strong practical knowledge of FCA DISP and the FOS complaints process, coupled with experience personally managing complex escalations.
- A strong track record of using complaint data to identify trends, improve processes, and confidently present these insights to stakeholders at all levels.
- 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
- FCA DISP
- FOS complaints process
- Generative AI
- AI tools
Location
- London
Work Type
- Hybrid
- 3 days in the office
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!
- We value deep expertise, but a growth mindset and good energy are what really make our team click.
- We’re a group that chooses to lift each other up and think smart every day.
- 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.
- We back you to build an incredible career and by joining us, you'll be part of one of The Sunday Times Best Companies to Work For 2026!
- As a flexible-first employer, we use a "best of both" approach.
- We’ll see you in our London office to collaborate – with barista coffee and subsidised Just Eat lunches on us!