Customer Support Complaints Executive

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee a portfolio of customer complaints from the moment they are allocated until resolution.

• Identify and tackle all points of concern related to complaints.

• Conduct impartial, comprehensive, and proportional investigations utilizing customer, account, and transaction data.

• Review policies, terms and conditions, customer communications, and internal documentation.

• Evaluate financial loss, inconvenience, distress, or detriment caused to customers.

• Determine remedial actions, including corrections, explanations, apologies, and compensation when necessary.

• Compose clear and professional responses to complaints within regulatory and internal timeframes.

• Escalate complex, high-risk, or potentially systemic complaints as needed.

• Address complaints in line with FCA requirements and the firm's own complaints policy.

• Keep informed about DISP requirements and the process of the Financial Ombudsman Service.

• Recognize issues related to Consumer Duty, conduct, vulnerability, and financial hardship.

• Maintain precise records of complaints for regulatory reporting and audits.

• Offer empathetic, clear explanations free of jargon and take responsibility for customer outcomes.

• Spot opportunities to enhance customer outcomes and minimize recurring complaints.

⛳️ Requirements

• Prior experience in complaints management, customer service, financial services, banking, fintech, or a regulated setting.

• Exceptional written and verbal communication abilities.

• Keen attention to detail.

• Capability to objectively investigate information and draw fair, evidence-based conclusions.

• Proficiency in managing multiple complaints and competing deadlines effectively.

• Strong organizational and time-management skills.

• Ability to interpret policies, procedures, and the terms and conditions of financial products.

• Confidence in dealing with challenging or escalated customer situations.

• Robust analytical and problem-solving skills.

• Ability to work autonomously while recognizing when to seek assistance or escalate issues.

• Strong computer literacy and comfort working across various systems.

• Experience managing regulated financial services complaints.

• Knowledge of FCA DISP requirements.

• Understanding of Consumer Duty and principles of good customer outcomes.

• Experience in a fintech or digital banking environment.

• Experience addressing complaints related to savings, ISAs, payments, investments, or other financial products.

🏝️ Benefits

• Discretionary Performance-Related Annual Bonus.

• Workplace pension scheme with a 5% contribution on earnings up to £28,000.

• Private medical insurance with no medical history exclusions.

• Employee Assistance Programme.

• Cycle to work scheme.

• Season ticket loan.

• Complimentary ChipX subscription for employees based in the UK.

• Flexible working arrangements.

• 28 days of holiday plus bank holidays, and additional days between Christmas and New Year.

• Annual training budget available for courses, workshops, or conferences.

• £30 per month Chip Fitness Benefit.

• Company-provided laptop.

• Opportunity to significantly influence the product and accelerate knowledge, responsibility, and skills.

• Option to work from anywhere outside the UK for up to 90 days.