Complaints Handler

We are Creditspring, a new way of borrowing that focuses on its members and provides them with safe and efficient short-term financial products.

We're a fast-growing FCA-regulated consumer credit company. We have members, not customers and we take a lot of pride in that!

As one of the UK’s only subscription finance company in the market, we truly have a unique value proposition.

Our mission is very clear; to improve the financial stability and resilience of our members.

We do this through the products we provide, the partnerships we have, and our educational content.

We want our members, and everyone in the UK to be able to better manage their finances and steer them away from high-cost, unregulated credit options.

About the role

We are looking for a proactive and detail-oriented Complaints Handler to join our Complaints team.

The role will involve investigating, managing, and resolving customer complaints in a fair, consistent, and timely manner, ensuring that customers receive appropriate outcomes and that feedback is used to improve our products, services, and processes.

The successful candidate will be responsible for reviewing complex customer concerns, analysing information from multiple sources, identifying root causes, and producing clear and well-balanced responses that demonstrate consideration of the customer’s circumstances.

While previous complaints handling experience is desirable, we welcome applications from individuals with strong investigation, communication, and problem-solving skills gained from customer service, financial services, regulated industries, or other relevant environments.

Responsibilities

• Manage a portfolio of customer complaints from initial receipt through to final resolution, ensuring regulatory and internal service standards are met.
• Conduct thorough, fair, and impartial investigations, reviewing customer communications, account history, policies, procedures, and supporting evidence.
• Produce clear, empathetic, and well-reasoned complaint responses that address customer concerns and explain outcomes effectively.
• Determine appropriate resolutions, including corrective actions, goodwill gestures, and escalation of complex or high-risk cases where required.
• Ensure all complaint handling aligns with FCA regulatory requirements, internal policies, and Treating Customers Fairly (TCF) principles, with a strong focus on supporting vulnerable customers.
• Support responses to external dispute resolution bodies, including the Financial Ombudsman Service (FOS), where applicable.
• Analyse complaint trends and root causes, providing insight and recommendations to improve products, processes, customer journeys, and overall complaint performance.
• Work collaboratively with Customer Operations, Compliance, Risk, Legal, and Product teams to resolve complaints efficiently and contribute to continuous improvement initiatives.

What you'll need to succeed

• Strong written and verbal communication skills, with the ability to explain complex information clearly and professionally.
• Strong attention to detail and the ability to analyse information from multiple sources.
• Excellent organisational skills with the ability to manage competing priorities and meet deadlines.
• A customer-focused approach with the ability to balance empathy with fair and consistent decision-making.
• Confidence working independently, taking ownership of cases, and making informed decisions.
• Ability to handle sensitive information with discretion and professionalism.
• Strong problem-solving skills and the ability to investigate issues thoroughly.

Desirable

• Previous experience handling customer complaints, investigations, disputes, or escalated customer queries.
• Experience working within financial services, consumer credit, insurance, utilities, telecommunications, or another regulated environment.
• Knowledge of complaint handling principles, regulatory expectations, or Financial Ombudsman Service processes.
• Experience reviewing customer journeys, policies, procedures, or account information to determine fair outcomes.
• Experience identifying trends, root causes, or opportunities for process improvement.

Don’t meet all the listed requirements?

Research shows that women and people of underrepresented groups often don't apply for jobs unless they're 100% qualified.

As an equal opportunities employer, we know that diversity is a key part of our teams' successes - so if your experience doesn’t fit perfectly but this role excites you, we’d love for you to apply.

We’re committed to Creditspring being an inclusive environment where employees feel welcomed, valued and listened to; we want you to thrive as your true self.

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