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- Tasks: Empower customers by resolving complaints and enhancing their experience with Curve.
- Company: Join Curve, a revolutionary fintech company simplifying finances for everyone.
- Benefits: Enjoy 33 days off, health insurance, and perks like working abroad and free Curve subscriptions.
- Why this job: Be part of a mission-driven team that values customer satisfaction and continuous improvement.
- Qualifications: Experience in complaints handling and a passion for customer service are essential.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
The predicted salary is between 30000 - 42000 ÂŁ per year.
5 days ago Be among the first 25 applicants
About Curve
Curve was founded with a rebellious spirit and an ambitious vision: to simplify your finances so you can focus on what matters most. We bring all your accounts together, let you track spend, and offer unique insights—all with added security to keep your money safe.
Role Purpose
To empower customers to unlock Curve’s full potential by delivering an honest, personalised experience and advocating for their needs with a focus on delight.
What you’ll be doing
- Complaints
- Deal with formal complaints quickly and efficiently, ensuring acknowledgements, final response letters, and follow‑up responses meet internal and external SLAs.
- Investigate and resolve issues raised in formal complaints, building relationships across the company.
- Identify efficiency changes, implement improvements, and monitor complaint lines in Kustomer and G‑Chat channels.
- Manage your workload, change priorities where needed, and act as a subject‑matter expert answering complaint‑related queries from the wider CX team.
- Demonstrate strong stakeholder management capabilities.
- Building Quality in CX
- Identify trends in formal complaints (and GDPR requests) and propose ways to improve CX and business outcomes.
- Support root‑cause analysis and internal feedback loops with frontline support and specialist domains.
- Act as a subject‑matter expert advising on processes and identifying knowledge gaps within the wider CX department.
- Support cases that could potentially become a formal complaint.
- Supporting RegOps and CX Advisors
- Monitor requests from CX agents requiring support with challenging customers and share knowledge with the CX/Fincrime teams.
- Deliver positive, constructive feedback to CX agents.
What you might bring
- Proven experience in complaints handling in fintech, banking, or another regulated industry (12+ months).
- Confidence in verbal communication and the ability to engage effectively with customers and key stakeholders.
- Resilience and empathy when handling challenging or sensitive customer complaints.
- Natural problem‑solving/investigative skills and a curious mindset.
- Demonstrable customer‑obsession mindset and passion for turning negative experiences into positive outcomes.
- Comfortable with challenging decisions, relying on data and evidence.
- Understands compliance and regulatory frameworks (FCA & The FOS).
- Motivated by continuous improvement and thrives in a fast‑paced environment.
- Excellent time‑management skills and the ability to meet targets.
- Role model for the company’s leadership principles and behaviours.
What success looks like here
- Complaints managed quickly, efficiently, and always in line with SLAs and regulatory requirements.
- Customers feel heard, valued, and supported—even when issues are complex or sensitive.
- Strong relationships built with regulatory bodies and internal stakeholders.
- Root causes from complaints and GDPR requests identified and acted on, reducing repeat issues.
- Knowledge shared across the CX team, raising capability and confidence in handling complaints.
- Ongoing process improvement leading to greater efficiency and a consistently delightful customer experience.
Benefits
- 25 days plus bank holidays.
- Bonus days off for Learning & Development, Mental Wellbeing, Birthday, Moving House, and Christmas.
- Working abroad policy (up to 60 calendar days per year).
- Bupa Health Insurance (YuLife).
- Life insurance powered by AIG (five times annual salary).
- Pension scheme powered by “People’s Pension.”
- EAP (Mental health & wellbeing support, Life coach, Career coach).
- 24/7 GP access via YuLife.
- Annual subscriptions to Meditopia & FIIT for your mind and body via YuLife.
- Discounted shopping vouchers via YuLife.
- Enhanced parental leave.
- Ride‑to‑work scheme & season ticket loan.
- Electric car scheme.
- Six nights of Night Nanny for new parents.
- Free Curve subscription for you and your +1.
A note from us
- We know great candidates don’t always tick every single box. If this role excites you, we want to hear from you.
- We design our hiring process to be fair, inclusive, and practical. If you need adjustments or feel there’s a way we can improve, we’re all ears.
Requirements
- Requires office attendance, five days per week.
- Must have full working rights in the United Kingdom without visa sponsorship.
Seniority level
- Mid‑Senior level
Employment type
- Full‑time
Job function
- Other
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Customer Experience RegOps Agent employer: Curve
Contact Detail:
Curve Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience RegOps Agent
✨Tip Number 1
Get to know Curve inside out! Familiarise yourself with our products and services, so you can speak confidently about how we simplify finances. This will not only impress during interviews but also show your genuine interest in the role.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for situational questions! Think of examples from your past experiences where you've handled complaints or improved customer experiences. We love seeing how you’ve turned challenges into wins!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our mission to empower customers!
We think you need these skills to ace Customer Experience RegOps Agent
Some tips for your application 🫡
Show Your Customer Obsession: When writing your application, make sure to highlight your passion for delivering a top-notch customer experience. Share specific examples of how you've turned negative situations into positive outcomes, as this aligns perfectly with our mission at Curve.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to describe your experiences and skills, especially those related to complaints handling and regulatory frameworks. We appreciate clarity as much as we value creativity!
Tailor Your Application: Don’t just send a generic application! Tailor it to reflect the specific requirements of the Customer Experience RegOps Agent role. Mention your understanding of compliance and your ability to thrive in a fast-paced environment, as these are key to our success.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it shows you’re keen on joining our journey at Curve!
How to prepare for a job interview at Curve
✨Know Your Stuff
Before the interview, make sure you understand Curve's mission and values. Familiarise yourself with their products and how they simplify finances for customers. This will help you demonstrate your passion for customer experience and show that you're genuinely interested in the role.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully handled complaints or resolved issues. Highlight your ability to turn negative experiences into positive outcomes, as this is crucial for a Customer Experience RegOps Agent.
✨Be Ready to Discuss Compliance
Since the role involves understanding regulatory responsibilities, brush up on compliance frameworks like FCA and The FOS. Be prepared to discuss how you would handle sensitive customer complaints while adhering to these regulations.
✨Engage with Empathy
During the interview, practice active listening and respond with empathy. Show that you can adjust your tone to suit different situations and that you genuinely care about providing a delightful experience for customers, even when dealing with challenging issues.
