Complaints Officer

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 ] | [ See our Trustpilot ] 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. Ability to communicate complex information relating to financial products and services to customers. Able to proactively identify ways to use Generative AI to streamline your daily tasks and improve your personal productivity Confident using approved AI tools safely and effectively to enhance your output and find a better way of working 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.