Senior Complaints Specialist, EMEA in London

About Airwallex: Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 250,000 businesses worldwide with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale.

Proudly founded in Melbourne, we have a team of over 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 billion and backed by world-leading investors, Airwallex is leading the charge in building the global payments and financial platform of the future.

Attributes We Value: We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster.

The Role: We're looking for a dedicated, organised Senior Complaints Specialist to join us as we build our Complaints function in EMEA from the ground up. You'll spend the majority of your time as a proactive, high-energy complaint handler: resolving complex disputes and keeping pace with our regulatory deadlines. This is much more than a standard complaint handler role: alongside resolving complex disputes, you'll lead our monthly complaints reviews, drive root cause analysis, and step up complaints handling processes for the region.

Who you are: You're a natural complaint handler – you take ownership of a steady caseload, resolve issues objectively and fairly, and can turn a messy, technical problem into a clear explanation for the customer. You also have extensive knowledge of UK regulations including DISP and the FOS complaints handling process. You're organised and deadline-driven – you manage your own schedule to make sure every case is resolved within the required legal timeframes, without needing to be chased. You're detailed-orientated – you can prepare thorough case files, gather evidence, and represent Airwallex professionally in front of the Financial Ombudsman Service. You're ready to step up – you’ll run our monthly complaints meetings and drive root cause analysis across EMEA. You're a great collaborator – you'll work closely with internal teams to fix the root cause of issues. You’re ambitious – you're excited by the idea of shaping how we run complaints across EMEA as our first hire in the function, and by helping us build how we use AI to handle complaints at scale.

Responsibilities:

• Manage your caseload: Take ownership of a steady stream of complaints, meeting daily targets while maintaining high standards.
• Meet regulatory timelines: Manage your own schedule to ensure every case is resolved within the required legal timeframes.
• Lead on regulator escalations: Manage cases that reach the Financial Ombudsman Service, preparing thorough case files, gathering evidence, and drafting Airwallex's final position.
• Own the regulator relationship: Act as the day-to-day point of contact with the Ombudsman, keeping our responses professional, timely and factual.
• Lead our EMEA complaints reviews: Run our monthly complaints meetings, bringing visibility to trends, volumes and priorities across the region.
• Drive root cause analysis: Work cross-functionally with internal teams to identify why issues occur, and lead the push for long-term fixes rather than one-off resolutions.
• Help build our complaints AI capability: As volumes grow, help shape how we use AI to handle complaints more efficiently at scale.

What you'll bring:

• 5+ years' experience handling regulated complaints, ideally within financial services.
• Strong working knowledge of DISP and other relevant complaints-handling regulation.
• Experience preparing cases for, and liaising with, regulators such as the Financial Ombudsman Service.
• A track record of meeting productivity and quality targets in a high-volume, deadline-driven environment.
• Strong verbal and written communication skills in English.
• Experience driving root cause analysis or process improvement cross-functionally.
• Confidence using AI-driven tools to automate manual processes and improve efficiency.
• Fintech or payments experience is required.

Applicant Safety Policy: To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers, or any form of payment during the application or interview process. All official communication will come from an @airwallex.com email address. Please apply only through careers.airwallex.com or our official LinkedIn page.

Equal opportunity: Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent.