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- Tasks: Resolve customer complaints and ensure fair outcomes in a fast-paced FinTech environment.
- Company: Join a purpose-led, well-funded FinTech focused on social impact and customer wellbeing.
- Benefits: Enjoy competitive salary, 25 days leave, private medical insurance, and a supportive team culture.
- Why this job: Make a real impact by shaping customer experiences and driving continuous improvement.
- Qualifications: 2+ years in complaints handling, strong communication skills, and a passion for customer outcomes.
- Other info: Opportunity to work in a dynamic, agile environment with significant backing.
The predicted salary is between 36000 - 60000 £ per year.
Location: London (City)
Salary: Competitive + excellent benefits + scope for progression
We’re working exclusively with a well-capitalised FinTech in the City of London on a search for an experienced Complaints Handler with proven expertise in credit cards. This is a fantastic opportunity to join a purpose-led business with secure funding, huge ambition, and a genuine commitment to social impact and helping customers make better financial decisions for their long-term wellbeing.
About the Role
As Complaints Handler, you’ll handle and resolve level one customer complaints across multiple products and channels, ensuring fair outcomes and compliance with all regulatory requirements. You’ll support the wider complaints and customer service team, liaise with the Financial Ombudsman when needed, and help identify improvements that reduce future complaints at source. This is an influential role where you’ll help turn dissatisfied customers into loyal advocates — protecting brand reputation and shaping an exceptional customer experience in a growing, customer-first FinTech.
Key Responsibilities:
- Log, triage, and resolve level one complaints across all contact channels
- Handle calls from customers wishing to register or follow up on complaints
- Support front-line teams with escalated issues
- Gather evidence and prepare robust complaint case files
- Coordinate communications with the Financial Ombudsman Service
- Ensure regulatory timescales and internal SLAs are consistently met
- Proactively spot root causes and suggest improvements to reduce complaints
About You:
- 2+ years’ experience in a complaints handling role within Financial Services — ideally covering credit card products
- Familiarity with the full complaints lifecycle, FCA regulations, FOS processes and Consumer Duty requirements
- Strong written and verbal communication skills — able to craft clear, tailored responses
- Passionate about fair customer outcomes and delivering an excellent customer experience
- Proactive, adaptable, and able to work effectively in a fast-moving environment
- Confident using MS Excel and CRM systems
- A collaborative team player who enjoys contributing ideas and driving continuous improvement
What’s on Offer:
- Secure, well-funded FinTech environment — with all the agility of a start-up but the security of significant backing
- Opportunity to have a real impact — your ideas and experience will help shape processes and customer journeys
- A purpose-driven culture that prioritises social value and customer wellbeing
- A supportive, highly motivated team with big ambitions and a collegiate spirit
- Competitive salary + benefits including:
- 25 days annual leave (plus buy/sell options)
- Birthday day off + volunteering days
- Private medical insurance, health cash plan, gym discounts
- Cycle to Work scheme
- Life assurance (4x salary)
- Pension scheme (3% employer contribution)
- Learning & development budget
Contact Detail:
Fintellect Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler (Credit Cards)
✨Tip Number 1
Familiarise yourself with the Financial Conduct Authority (FCA) regulations and the Financial Ombudsman Service (FOS) processes. Understanding these frameworks will not only help you in the role but also demonstrate your commitment to compliance during interviews.
✨Tip Number 2
Showcase your experience in handling complaints, particularly in the financial services sector. Prepare specific examples of how you've resolved customer issues effectively, as this will highlight your expertise and problem-solving skills.
✨Tip Number 3
Emphasise your passion for delivering excellent customer experiences. Be ready to discuss how you've turned dissatisfied customers into loyal advocates in previous roles, as this aligns perfectly with the company's mission.
✨Tip Number 4
Network with professionals in the FinTech industry, especially those who have experience in complaints handling. Engaging with others in the field can provide valuable insights and potentially lead to referrals that could strengthen your application.
We think you need these skills to ace Complaints Handler (Credit Cards)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in complaints handling, particularly within financial services and credit cards. Use specific examples that demonstrate your ability to resolve customer issues effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and fair outcomes. Mention your familiarity with FCA regulations and how you can contribute to improving customer experiences at the FinTech.
Highlight Relevant Skills: Emphasise your strong written and verbal communication skills in your application. Provide examples of how you've crafted clear responses to customer complaints and collaborated with teams to drive improvements.
Showcase Your Proactivity: In your application, illustrate instances where you've proactively identified root causes of complaints and suggested improvements. This will demonstrate your problem-solving abilities and commitment to enhancing customer satisfaction.
How to prepare for a job interview at Fintellect Recruitment
✨Know Your Complaints Lifecycle
Familiarise yourself with the full complaints lifecycle, especially within financial services. Be prepared to discuss your experience handling complaints, particularly related to credit cards, and how you ensure compliance with FCA regulations.
✨Demonstrate Communication Skills
Strong written and verbal communication skills are crucial for this role. Practice crafting clear and tailored responses to potential customer complaints, as well as explaining complex issues in a simple manner during the interview.
✨Showcase Your Problem-Solving Abilities
Be ready to provide examples of how you've identified root causes of complaints and suggested improvements. This will demonstrate your proactive approach and ability to contribute to continuous improvement within the team.
✨Emphasise Team Collaboration
Highlight your experience working collaboratively in a team environment. Discuss how you’ve supported front-line teams with escalated issues and contributed ideas that have positively impacted customer experiences.
