Complaints Officer

About this role

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! [Read our Impact Report https://www.fundingcircle.com/uk/impact] | [See our Trustpilot https://uk.trustpilot.com/review/fundingcircle.com] The role ⚡ 📍 London (Hybrid) | 🤝 3 days in the office | 💰 Competitive Salary + Benefits We are looking for a Complaints Officer in our Business Support team.

At Funding Circle, our Complaints Team plays a vital role in ensuring that all customer complaints are handled fairly, and line with regulatory requirements. In this role, as a Complaints Officer, you will have the opportunity to collaborate with various departments across the business to resolve complaints relating to our multi-suite of products. - Manage and resolve a portfolio of complaints across the business to a high standard, and within regulatory timeframes.

- Conduct thorough, end-to-end investigations into complaints, ensuring 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, as well as agent feedback with the aim to upskill and empower staff. - Maintain accurate records of case progress, outcomes, and root causes within Salesforce while ensuring adherence to 8-week deadlines.

What we’re looking for 🌱 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. - 1 year of complaint handling experience ideally within the financial services industry. - A strong understanding of the FCA complaint handling process and timelines. - Demonstrable experience in resolving complaints both verbally and in writing.