Complaint Officer
We are looking for a Complaint Officer in our Business Support team.
At Funding Circle, our Complaints Team plays a vital role in ensuring that all customer complaints—whether from Investors or Borrowers—are handled fairly, promptly, and in line with regulatory requirements.
Please note, the minimum expectation for office attendance is two to three days per week in our central London office.
Salary: £32-33,000
Who are we?
We’re Funding Circle. We back small businesses to succeed.
At Funding Circle, we believe the world needs small businesses. That’s why we’ve made it our mission to help them get the finance they need to grow.
With more than a decade of expertise under our belt, we’ve built a game-changer of a platform with cutting-edge data and technology that’s reshaping the landscape of SME lending. Say goodbye to lengthy applications and hello to lightning-fast decisions! In just minutes, SMEs across the UK can get a decision, giving them access to competitive funding in a flash.
We know that good business is about good people. So we pride ourselves on providing meaningful, human support as well as fast, hassle free processes to deliver an unbeatable customer experience.
The role
In this role, you’ll collaborate with various departments across the business to resolve customer concerns, making teamwork essential. We’re looking for someone with an inquisitive mind, a strong sense of fairness, and a commitment to delivering the best outcomes for our customers.
Provide the best customer experience when handling customer’s 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
Proactively problem solving, identifying and confidently mitigating any risks, issues or control weaknesses that arise in your day-to-day
What we’re looking for
Experience in a Complaints Officer role, preferably within Financial Services
Proven experience handling complex and challenging customer complaints with excellent customer service skills
Ability to navigate challenging situations with professionalism and empathy
Strong attention to detail, organisational skills, and the ability to follow procedures and provide actionable feedback
Experience working with the Financial Ombudsman Service or relevant regulatory bodies
Excellent verbal communication skills and strong written abilities
At Funding Circle we are committed to building diverse teams so please apply even if your past experience doesn’t align perfectly with the requirements.
Want to learn more?
Why join us?
At Funding Circle, we celebrate and support the differences that make you, you. We’re proud to be an equal-opportunity workplace and affirmative-action employer. We truly believe that diversity makes us better.
We back our Circlers to build their own incredible career, making a difference to small businesses every day. Our Circler proposition is designed to support employees both in and out of work, and it is anchored around four pillars: Health, Weath, Development & Lifestyle.
A few highlights:
Health: Private Medical Insurance through Aviva, Dental Insurance through Bupa, MediCash, access to free online therapy sessions and exclusive discounts with Hertility for reproductive health support.
Wealth: Octopus Money Coach, free mortgage advisor partnership and discounts across numerous retailers through Perks at Work.
Development: Dedicated annual learning allowance and full access to internal learning platform.
Lifestyle: Wellhub (for fitness discounts), Electric Car Scheme and more!
And finally, we have award winning parental leave policies supporting parents through enhanced maternity, partner and adoption leave, as well as additional leave for parental bereavement and for fertility treatments.
Ready to make a difference? We’d love to hear from you.
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