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- Tasks: Manage customer complaints and drive improvements in a fast-paced environment.
- Company: Freetrade is revolutionising investing, making it accessible and affordable for everyone.
- Benefits: Enjoy flexible working, health support, learning opportunities, and a competitive benefits package.
- Why this job: Join a mission-driven team focused on reshaping customer support and enhancing user experience.
- Qualifications: 3 years of complaints handling experience in finance, with strong communication skills required.
- Other info: Opportunities for career progression and a collaborative work culture await you.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Complaints Specialist role at Freetrade . About Freetrade Freetrade’s mission is to become the default place to invest. Investing has been too complicated and expensive for too long, preventing millions from making the most of their savings. We’re building our team to reshape how our customers invest and grow their wealth. If you’re driven by solving complex problems and building innovative products, you’ll fit right in. Role Overview We’re looking for a proactive and detail-oriented Complaints Specialist to join our Customer Operations team. You’ll be key in maintaining a fair, timely, and compliant complaints-handling process in line with FCA expectations. You will listen to customer concerns, investigate issues, and work cross-functionally to reach resolutions, while helping identify patterns and drive improvements. Responsibilities Manage incoming customer complaints across channels Log and categorize complaints in internal systems Investigate issues with relevant information and internal teams Provide updates to customers on complaint status Escalate complex complaints appropriately Draft responses to the Financial Ombudsman Service Identify complaint trends and contribute to process improvements Collaborate with Compliance to meet regulatory obligations Uphold Freetrade’s policies and FCA standards Maintain feedback loops with teams for continuous improvement Candidate Profile At least 3 years of complaints handling experience in a regulated financial environment Strong understanding of the Financial Ombudsman Service Excellent written and empathetic communication skills Highly organized, self-motivated, and able to work in a fast-paced environment Comfortable working cross-functionally Experience with tools like Intercom and Google Workspace is a plus Career Progression Potential to advance within the team (e.g., Senior Complaints Specialist) Opportunities for broader business exploration and development Join a collaborative, mission-driven team shaping customer support Benefits and Culture Freetrade offers a competitive benefits package, including holidays, pension, insurance, health support, parental leave, flexible working, learning support, and more. Post-acquisition, benefits will further align with IG Group standards. Interview Process Initial interview with Talent Specialist Problem-solving task Deep dive interview with Hiring Manager Cultural fit interview with stakeholders We are an equal opportunity employer committed to diversity. We welcome applications from all backgrounds. #J-18808-Ljbffr
Complaints Specialist employer: Freetrade
Contact Detail:
Freetrade Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Specialist
✨Tip Number 1
Familiarise yourself with the Financial Ombudsman Service and its processes. Understanding how they operate will not only help you in the role but also demonstrate your commitment to compliance during interviews.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've successfully resolved complaints in the past. Be ready to discuss specific situations where you identified trends and implemented improvements.
✨Tip Number 3
Highlight your experience with customer communication tools like Intercom and Google Workspace. If you have used these tools before, be prepared to discuss how they helped you manage complaints effectively.
✨Tip Number 4
Research Freetrade’s mission and values thoroughly. Being able to articulate how your personal values align with theirs will show that you're not just looking for any job, but that you're genuinely interested in contributing to their mission.
We think you need these skills to ace Complaints Specialist
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Complaints Specialist role at Freetrade. Understand the key responsibilities and required skills, especially the importance of handling complaints in a regulated financial environment.
Tailor Your CV: Customise your CV to highlight your relevant experience in complaints handling, particularly in a financial context. Emphasise your communication skills and any familiarity with tools like Intercom and Google Workspace.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and problem-solving. Mention specific examples from your past experiences that demonstrate your ability to manage complaints effectively and work cross-functionally.
Prepare for the Interview Process: Familiarise yourself with the interview process outlined by Freetrade. Be ready to discuss your approach to handling complaints, your understanding of the Financial Ombudsman Service, and how you can contribute to continuous improvement within the team.
How to prepare for a job interview at Freetrade
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Complaints Specialist. Familiarise yourself with the complaints-handling process and FCA expectations, as this will help you answer questions confidently and demonstrate your knowledge.
✨Showcase Your Experience
Prepare to discuss your previous experience in complaints handling, especially in a regulated financial environment. Be ready to provide specific examples of how you've resolved complex issues and improved processes in the past.
✨Demonstrate Empathy and Communication Skills
Since excellent communication is key for this role, practice articulating your thoughts clearly and empathetically. You might be asked to role-play a scenario, so think about how you would handle a difficult customer complaint.
✨Prepare for Problem-Solving Tasks
Expect a problem-solving task during the interview process. Brush up on your analytical skills and think about how you can approach common complaints. Being able to think on your feet will impress the interviewers.
