QA & Complaints Manager (Multiple Hires)
Are you a confident and experienced complaints specialist with experience within financial Quality Assurance looking to make an impact at one of the world’s fastest-growing FinTechs? We’re hiring multiple QA & Complaints Handlers to join a high-performing team on an interim basis initially for a 6 month period.
This is a fantastic opportunity to join a modern, mission-driven financial services firm that is reshaping the way people manage and access money. With a strong culture of customer‑centricity and innovation, our client is seeking passionate professionals who take pride in delivering fair, timely, and high-quality complaint resolutions as part of the Global Quality Assurance function, driving complaints processes and consistency.
As a Complaints Handler, you will investigate complex customer issues across a range of regulated financial products and services, assess the facts in line with FCA DISP and Consumer Duty, and ensure regulatory compliance while delivering a positive customer experience. You’ll be expected to communicate clearly and empathetically with customers and internal stakeholders, and support continuous improvement by identifying trends and root causes.
This is a hybrid role predominantly home‑based with occasional travel to the office, in Central London.
Location: Hybrid (Remote) and London (in‑office when required)
Qualifications
- 6-8 years’ experience in regulated complaints handling (FCA, DISP, Consumer Duty)
- 4+ years of QA within a financial services role/organisation
- Strong written and verbal communication skills
- Ability to work independently and manage a busy caseload
- Customer‑first mindset with high attention to detail
- Exposure to FinTech, digital banking, payments, or e‑money is desirable
What’s on Offer
- High‑growth environment with career development opportunities
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