Complaints Officer

Role

Location: London (Hybrid). 3 days in the office. Competitive salary + benefits.

We’re 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 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.

Qualifications

• 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.
• Funding Circle we are committed to building diverse teams so please apply even if your past experience doesn’t align perfectly with the requirements.
• You’re 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.

Benefits

• Flexibility: We provide a benefit allowance you can tailor to your own life and family.
• Health: Private medical and dental, health assessments, and access to a digital GP.
• Wealth: Life assurance, share schemes, and financial coaching.
• Development: Dedicated annual learning allowance to help you level up.
• Lifestyle: Electric car and cycle-to-work schemes, plus season ticket loans.
• Award‑winning parental leave policies.

Funding Circle is an equal opportunity employer.

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