At a Glance
- Tasks: Manage customer complaints and ensure fair resolutions in a fast-paced fintech environment.
- Company: Join Chip, a rapidly growing fintech company with a mission to build the wealth super app.
- Benefits: Enjoy a competitive salary, performance bonuses, private medical insurance, and flexible working arrangements.
- Other info: Be part of a diverse team that values creativity and collaboration while enjoying excellent career growth opportunities.
- Why this job: Make a real impact by helping customers navigate their financial concerns with empathy and professionalism.
- Qualifications: Experience in customer service or complaints handling, strong communication skills, and attention to detail.
The predicted salary is between 28000 - 28000 £ per year.
The Complaints Handler is responsible for managing customer complaints from initial receipt through to resolution, ensuring that complaints are handled fairly, consistently and in accordance with regulatory requirements and internal policies.
Working within a fast-paced fintech environment, the Complaints Handler will investigate customer concerns, identify root causes, assess customer impact and provide clear, accurate and empathetic responses.
The role requires strong attention to detail and the ability to balance customer outcomes, regulatory obligations and commercial considerations.
The successful candidate will be comfortable working with financial products, digital platforms and evolving processes.
What you can expect to be doing
- Complaint Management
- Manage a portfolio of customer complaints from allocation through to resolution.
- Review and understand the customer's concerns, ensuring all complaint points are accurately identified and addressed.
- Conduct fair, thorough and proportionate investigations using available customer, account and transaction information.
- Review relevant policies, terms and conditions, customer communications and internal records.
- Assess whether the customer has experienced financial loss, inconvenience, distress or detriment.
- Identify appropriate remedial action, including corrections, explanations, apologies and compensation where appropriate.
- Draft clear, accurate and professional complaint responses within agreed regulatory and internal timescales.
- Ensure complaints are resolved in a fair and consistent manner.
- Escalate complex, high-risk or potentially systemic complaints to the appropriate manager or specialist team.
- Regulatory & Compliance
- Handle complaints in accordance with applicable FCA requirements and the firm's complaints policy and procedures.
- Maintain an understanding of DISP requirements and the Financial Ombudsman Service (FOS) process.
- Ensure customers are provided with appropriate information regarding their escalation rights where applicable.
- Identify potential Consumer Duty issues and ensure customer outcomes are considered throughout the investigation.
- Recognise potential conduct, vulnerability, financial difficulty and customer detriment indicators and elevate appropriately.
- Maintain accurate and complete complaint records to support regulatory reporting and audit requirements.
- Ensure complaint decisions are evidence-based and can be clearly justified.
- Customer Outcomes
- Demonstrate empathy and professionalism when dealing with customers who may be dissatisfied, distressed or frustrated.
- Ensure customers receive clear and understandable explanations of investigation outcomes.
- Consider the individual circumstances of the customer when assessing the appropriate resolution.
- Avoid unnecessary jargon and communicate financial and regulatory information in a customer-friendly manner.
- Take ownership of complaints and ensure customers are not unnecessarily passed between teams.
- Identify opportunities to improve customer outcomes and reduce repeat complaints.
What we’re looking for
Essential
- Previous experience within complaints, customer service, financial services, banking, fintech or a regulated environment.
- Strong written and verbal communication skills.
- Excellent attention to detail.
- Ability to investigate information objectively and reach fair, evidence-based conclusions.
- Ability to manage multiple complaints and competing deadlines.
- Strong organisational and time-management skills.
- Ability to interpret policies, procedures and financial product terms and conditions.
- Confidence dealing with challenging or escalated customers.
- Strong analytical and problem-solving skills.
- Ability to work independently while knowing when to seek guidance or elevate.
- Strong computer literacy and confidence working across multiple systems.
Desirable
- Experience handling regulated financial services complaints.
- Knowledge of FCA DISP requirements.
- Understanding of Consumer Duty and good customer outcome principles.
- Experience working within a fintech or digital banking environment.
- Experience handling complaints involving savings, ISAs, payments, investments or other financial products.
What we’re really looking for
Someone with a genuine interest in Chip and is excited about being part of a fast-growing company and our mission to build the investment super app of the future.
Although we’re in the financial space, and under the scrutiny that comes with it, the current customer support team works well together, and even sometimes with a smile.
We’re sure you’ve got the technical skills, otherwise, you would have stopped reading by now, so let us be clear on what will make us want to work with you.
We want a real person, with interests outside of work, to join our team.
You could be a dancer, a gamer, a musician, a parent, a hockey fan, or even that one person that still writes Twilight fan-fiction.
Doesn’t matter to us.
At the interview stages, we will be looking for empathy, eq, fun stories, and the ability to smile even when things are tough.
PERKS
- Discretionary Performance-Related Annual Bonus
- Workplace pension scheme - We invest in your future with a workplace pension scheme , contributing
5% on earnings up to £28,000 . Plan ahead with confidence while you grow your career!
- Private medical insurance (medical history disregarded)
- Employee Assistance Programme
- Cycle to work scheme
- Season ticket loan
- Free Chip X subscription for UK-based employees
- We are an equal-opportunity employer and value diversity
- Flexible working arrangements
- 28 days holiday plus bank holidays, plus the days between Christmas and New Year
- Annual training budget for courses, workshops, or conferences to help you advance your career.
- £30 per month Chip Fitness Benefit to suit your Mental/Physical Wellbeing
- Company laptop
- Opportunity to have a huge impact on our product while fast-tracking your knowledge, responsibility and skills in a high-growth fintech startup
- Our Interview Process
- Short take-home task
- Video interview with Head of Talent
- Video interview with the hiring manager & Team Lead
- Final interview with VP of Customer Support
We're committed to making our recruitment process accessible to everyone.
If you require any reasonable adjustments at any stage of the application or interview process, please let us know at daniel. bowling@getchip. uk and we'll be happy to accommodate.
About Chip
Our mission is to make our customers wealthy.
We're building the wealth super app of the future. An app to build your long-term wealth across savings, investments and pensions.
We use technology to break down barriers so users can invest like the ultra-wealthy, giving them one simple place to manage, grow and protect their wealth.
The Sunday Times listed Chip as the 6th fastest growing tech company in Britain… and we're not slowing down.
Chip serves over 400,000 active customers and looks after over £6billion in assets.
These customers trust us to build the most amazing product we can, so working at Chip comes with real purpose.
Chip is being built by a fast-growing team of designers, developers, customer service professionals, marketers, banking experts, and entrepreneurs.
Our funding story though is a little different.
Chip is one of the most crowd-funded businesses in Europe, having raised over £50m from 29,000 investors, over 9 years.
Crowdfunding is in our DNA and only Brewdog has more investors than Chip.
Our vision
We know planning for your future can be a tedious, daunting task often avoided, so we want to change that.
We're building the wealth app for our community, giving them one place for saving and investing.
We're giving customers control and guidance to effortlessly build their long-term wealth using award-winning tech, while celebrating their achievements along the way.
Who we are
Chip has a creative and diverse team of 200, from all different backgrounds and industries. We’re driven and passionate people, but no one takes themselves too seriously.
Don’t just take our word for it. We have a few awards under our belt, including Best Personal Finance App at the 2022, 2024 & 2025 British Bank Awards.
Our Values
Be ACCOUNTABLE
Everything you do matters, Care about the end result, Challenge the norm, Disagree, yet commit to making it happen once a decision has been made, Do the best job possible
Be BOLD
Share our Ambition and do your bit to achieve it, Innovate: challenge the norm, break the mould and make it happen, Set goals that truly align with our mission, Do your best for our customers
Be COLLABORATIVE
Work cross-functionally - we win as a team, Build strong relationships based on trust, Treat others fairly and respectfully, Hold others to account, Be supportive and inclusive, Have fun together
Equal Opportunities
We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion.
You will be working in an inclusive environment and be encouraged to bring your whole self to work.
We will do all that we can to help you successfully balance your work and home life.
As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with.
It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
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Customer Support Complaints Executive (Remote within the UK) Customer Support · Shoreditch · employer: Chip UK
At Chip, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to thrive. As an Operations Data Analyst, you will have access to continuous professional development opportunities and the chance to work with cutting-edge technology in a dynamic environment. Located in a vibrant area, we offer competitive benefits and a supportive team atmosphere that values your contributions and encourages growth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Complaints Executive (Remote within the UK) Customer Support · Shoreditch ·
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Chip UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Chip UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Complaints Executive (Remote within the UK) Customer Support · Shoreditch ·
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Chip UK:Your cover letter is your chance to shine! Tell us why you want to work at Chip UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Chip UK!
How to prepare for a job interview at Chip UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
