Complaints Officer

<h2><strong>We’re on a mission to back the UK’s small businesses like no one else</strong> 🚀</h2><p style="min-height:1.5em">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.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>The impact is real:</strong> Last year alone, the businesses on our platform generated £7.2bn for the UK economy 📈 <strong>Come and join a mission that matters!</strong></p><p style="min-height:1.5em">[<a target="_blank" rel="noopener noreferrer nofollow" href="https://www.fundingcircle.com/uk/impact"><u>Read our Impact Report</u></a>] | [<a target="_blank" rel="noopener noreferrer nofollow" href="https://uk.trustpilot.com/review/fundingcircle.com"><u>See our Trustpilot</u></a>]</p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>The role </strong>⚡</p><p style="min-height:1.5em">📍 London (Hybrid) | 🤝 3 days in the office | 💰 Competitive Salary + Benefits</p><p style="min-height:1.5em"></p><p style="min-height:1.5em">We are looking for a Complaints Officer in our Business Support team.</p><div style="min-height:1.2em;margin-top:0px;margin-bottom:0px"> </div><p style="min-height:1.5em">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.</p><p style="min-height:1.5em"></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Manage and resolve a portfolio of complaints across the business to a high standard, and within regulatory timeframes.</p></li><li><p style="min-height:1.5em">Conduct thorough, end-to-end investigations into complaints, ensuring timely, fair, and compliant outcomes in line with regulatory requirements and internal policy.</p></li><li><p style="min-height:1.5em">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.</p></li><li><p style="min-height:1.5em">Maintain accurate records of case progress, outcomes, and root causes within Salesforce while ensuring adherence to 8-week deadlines.</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>What we’re looking for </strong>🌱</p><p style="min-height:1.5em"></p><p style="min-height:1.5em">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.</p><div style="min-height:1.2em;margin-top:0px;margin-bottom:0px"> </div><ul style="min-height:1.5em"><li><p style="min-height:1.5em">1 year of complaint handling experience ideally within the financial services industry.</p></li><li><p style="min-height:1.5em">A strong understanding of the FCA complaint handling process and timelines.</p></li><li><p style="min-height:1.5em">Demonstrable experience in resolving complaints both verbally and in writing.</p></li><li><p style="min-height:1.5em">Ability to communicate complex information relating to financial products and services to customers.</p></li><li><p style="min-height:1.5em">Able to proactively identify ways to use Generative AI to streamline your daily tasks and improve your personal productivity</p><p style="min-height:1.5em">Confident using approved AI tools safely and effectively to enhance your output and find a better way of working</p><div style="min-height:1.2em;margin-top:0px;margin-bottom:0px"> </div></li></ul><p style="min-height:1.5em"><em>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.</em></p><p style="min-height:1.5em"></p><h2><strong>Why join us? 💜</strong></h2><p style="min-height:1.5em">We back you to build an incredible career and by joining us, you'll be part of one of <strong>The Sunday Times Best Companies to Work For 2026</strong>! 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!</p><p style="min-height:1.5em">Our Circler Proposition focuses on five areas:</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em"><strong>Flexibility:</strong> We provide a benefit allowance you can tailor to your own life and family.</p></li><li><p style="min-height:1.5em"><strong>Health:</strong> This includes private medical and dental, health assessments, and access to a digital GP.</p></li><li><p style="min-height:1.5em"><strong>Wealth:</strong> We offer life assurance, share schemes, and financial coaching.</p></li><li><p style="min-height:1.5em"><strong>Development:</strong> You get a dedicated annual learning allowance to help you level up.</p></li><li><p style="min-height:1.5em"><strong>Lifestyle:</strong> We have electric car and cycle-to-work schemes, plus season ticket loans.</p></li></ul><p style="min-height:1.5em">We also have award-winning parental leave policies. We're here to support you through the big life moments, from fertility treatments to new additions to the family.</p><p style="min-height:1.5em"></p><h2><strong>Ready to join a mission that matters? We’d love to chat!</strong></h2><p>Find <a href="https://www.arbeitnow.co.uk">Jobs in United Kingdom</a> on Arbeitnow</a>