Global Support Specialist - Complaints in London

We are looking for an experienced Customer Support professional to join our Global Customer Support team. The person in this role will be primarily focused on resolving user complaints. This role is ideal for someone who is able to work independently and come up with and deliver solutions driving the right outcomes. If you are up for the challenge of taking ownership of users' complaints and driving the right outcomes, please apply below.

Please note that this role requires some flexibility in work hours - some of our stakeholders are based in different time zones and you will be required to attend regular meetings with them.

What you will be doing:

• Working directly with ClearScore users to help them with their variety of complaints (e.g. fraud, bugs, disputes).
• Becoming a subject matter expert in complaints, providing assistance to other areas of the business where needed.
• Owning the voice of the user in your domain and creating an internal feedback loop between the product teams and the customer.
• Assisting the Complaints Manager with yearly complaint audits.

Skills We’d Love You To Have:

• Customer obsessed.
• Passionate about helping people and resolving complaints.
• Strong experience in customer service, customer support roles or complaints role.
• Proven ability to deliver tasks and small projects to specific deadlines.
• Excellent command of English language.
• Strong writing skills.
• Keen attention to detail and analytical skills.
• Ability to work independently and manage your own work to deliver on strategic objectives.
• Excellent time management and organisation skills with the ability to multitask.
• Willingness to learn and experiment.

Why ClearScore?

ClearScore is the UK’s #1 credit score and report app. We are also present in South Africa, Australia and Canada, with more than 20 million users globally and growing fast. Someone joins ClearScore every 20 seconds. We have established relationships with over 50 of the main lenders in the U.K., and have been a trusted tool for customers to manage their credit and make better financial decisions.

Since October 2016 we have helped 1.8 million users take out a new credit card or loan. We are user-centric at our core and we believe in leveraging technology to enable positive financial choices. We are design-led and data-driven and we embed these behaviours in everything we do.

Our company culture is a fundamental part of all we have achieved. We believe in hiring smart, driven, passionate and diverse people who are keen on having a real impact in our organisation. We trust you to manage your own time so we offer flexible work and no fixed desk hours. We don’t micromanage and we believe in measuring outcomes rather than effort. We have an inclusive culture where all, regardless of seniority, are encouraged to contribute with their ideas, look after their wellbeing and actively seek opportunities for career growth.

If you feel like this could be the place for you, apply and our Talent team will be happy to share more.

Benefits:

• 25 paid holidays and a "duvet day" on your birthday.
• Hybrid Work Environment.
• Private health and dental cover - including mental health support through Bupa GP office visits.
• Life assurance scheme.
• Up to 6% matched pension.
• Regular Lunch and Learns with guest speakers.
• Dog-friendly office.
• Daily breakfast and free snacks.
• Access to discounts via Cobens Extras.
• Free sports and social clubs.
• Continued investment into learning and development.
• Leadership-led training.
• In-house psychotherapist.
• Financial coach to help you plan and achieve your goals.
• No clock-watching culture.
• Generous maternity and paternity plans.
• Culture and inclusion representatives.
• Transparent pay structure and a career growth plan.

Equal Opportunities:

ClearScore is committed to providing equal employment opportunities to all qualified individuals. As an equal opportunity employer, we are able to make reasonable adjustments to accommodate individuals with disabilities during the recruitment and selection process. If you require accommodation, please inform us in advance, and we will work with you to meet your needs.

Our Hybrid Model:

We embrace a dynamic hybrid work environment that balances flexibility with collaborative in-person experiences. Our approach is designed to foster innovation, team connection, and individual productivity.

Levels 1-5: Minimum 2 days per week in-office.

Level 6 and above: Minimum 3 days per week in-office.

We believe this structure offers the best of both worlds - the flexibility of remote work and the synergy of face-to-face collaboration. Our office days are carefully coordinated to maximise team interactions and learning/mentorship opportunities.

What This Means for You:

• Flexibility to manage your work and life.
• Dedicated in-office days for team building and collaborative projects.
• Office facilities (with plants!) designed for productive interactions.
• Clear expectations and support for maintaining our hybrid schedule.

We are committed to creating an inclusive environment that accommodates diverse needs while maintaining our collaborative culture. Join us in shaping the future of work!