Complaints Specialist

About Abound

We’re redefining consumer lending in the UK, and beyond. Using advanced AI and Open Banking data, we make fair, affordable personal finance available to more people. While traditional lenders rely almost entirely on credit scores, we look at the full financial picture - how much you spend, and what you can afford to repay to build a deeper, more accurate understanding of each customer's unique financial situation. And we've shown it works at scale. We’ve issued over £1.3bn in loans directly to customers while delivering market-leading credit performance - for every 10 defaults the industry expects, we see only 3. We also reached profitability just 2.5 years after launch. Backed by £2bn+ of funding from top-tier investors including Citi, GSR Ventures, and Deutsche Bank, we’re recognised as one of Europe’s fastest-growing fintechs (Sifted, CNBC). Now, we’re expanding into new markets and product lines - and we’re looking for ambitious people who want to learn fast, take ownership, and grow with us.

We’re looking for an experienced individual to join us as a Complaints Specialist. This role sits at the heart of our customer operations and requires a strong balance of customer service expertise, analytical thinking, and sound business judgement. You’ll focus on ensuring fair and consistent outcomes for customers by managing complaints in line with individual circumstances, regulatory standards, and company values. This role will also involve supporting payment reconciliation, chargeback processing, credit file disputes & fraud investigations.

You’ll work closely with the wider operations team in our Milton Keynes office, this is a hybrid position, requiring 3 days per week in MK and flexibility on the other 2 days. There’s also a monthly trip to our Central London office (travel expenses covered).

Who you are:

• Experience: 3–5 years’ experience in a complaints handling role within financial services, ideally lending.
• Knowledge: In-depth understanding of FCA regulations and UK financial regulatory frameworks.
• Skills: Analytical and confident in resolving complex complaints, with a structured and customer-first approach.
• Communication: Empathetic and professional in written and verbal comms, especially under pressure.
• Detail-oriented: Meticulous with documentation, case logs, and root cause analysis.

What you’ll be doing

• Complaint Handling: Manage business-as-usual (BAU) complaints from start to finish, ensuring responses are accurate, fair, and regulatory compliant.
• Customer Communication: Be the main point of contact for escalated customer complaints, providing timely, empathetic, and clear updates throughout.
• Regulatory Compliance: Ensure your casework aligns with FCA complaint handling standards and any other relevant obligations.
• Root Cause Analysis: Investigate complaint trends and root causes. Work cross-functionally (e.g. with Underwriting, Collections) to compile accurate responses and identify areas for improvement.
• Reporting: Support complaints reporting and MI activities. Share insights with senior management and elevate emerging issues where appropriate.
• Support Other Teams: While you won’t manage complaints escalated to the Financial Ombudsman Service (FOS) yourself, you’ll provide documentation and insight to the team responsible for those.
• Documentation: Maintain accurate and timely logs for all complaints in line with internal procedures and system requirements.
• Wider Ops Support: Support the operations team with occasional work in fraud handling, account-level queries, or other process-related escalations as needed.

What we offer

• Everyone owns a piece of the company - equity
• Hybrid with 3 days a week in the office
• 25 days’ holiday a year, plus 8 bank holidays
• 2 paid volunteering days per year
• One month paid sabbatical after 4 years
• Employee loan
• Free gym membership
• Team wellness budget to be active together - set up a yoga class, a tennis lesson or go bouldering