Complaints Specialist

📋 Description

• Provide exceptional customer service to complainants via phone and email.
• End-to-end complaints handling in FCA-regulated environment.
• Investigate complex cases and log findings for resolution.
• De-escalate tense situations with tact and resilience.
• Collaborate cross-functionally to improve service standards.
• Identify trends and support process improvements.

🎯 Requirements

• 3+ years of complaints handling in FCA-regulated setting.
• Practical experience with Financial Ombudsman Service (FOS).
• Continuous improvement mindset; root-cause analysis.
• Strong problem-solving and ownership mindset.
• Excellent written and verbal English communication.
• Meticulous attention to detail and task delivery.

🎁 Benefits

• Wellbeing & medical cover.
• Work away/adaptable working arrangements.
• Learning Budget for development.
• Parental leave and flexible time off.
• Generous holiday allowance and wellness days.
• Supportive, inclusive culture and life at GoCardless perks.