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- Tasks: Handle and resolve customer complaints, ensuring fair outcomes and compliance.
- Company: Join a purpose-led FinTech in London with secure funding and a commitment to social impact.
- Benefits: Enjoy competitive salary, 25 days leave, private medical insurance, and gym discounts.
- Why this job: Make a real impact by shaping customer experiences in a growing, customer-first environment.
- Qualifications: 2+ years in complaints handling within Financial Services, strong communication skills required.
- Other info: Collaborative team culture with opportunities for personal and professional growth.
The predicted salary is between 28800 - 48000 £ per year.
Location: London (City)
Salary: Competitive + excellent benefits + scope for progression
We’re working exclusively with a well-capitalised FinTech in the City of London on a search for an experienced Complaints Handler with proven expertise in credit cards. This is a fantastic opportunity to join a purpose-led business with secure funding, huge ambition, and a genuine commitment to social impact and helping customers make better financial decisions for their long-term wellbeing.
About the Role
As Complaints Handler, you’ll handle and resolve level one customer complaints across multiple products and channels, ensuring fair outcomes and compliance with all regulatory requirements. You’ll support the wider complaints and customer service team, liaise with the Financial Ombudsman when needed, and help identify improvements that reduce future complaints at source. This is an influential role where you’ll help turn dissatisfied customers into loyal advocates — protecting brand reputation and shaping an exceptional customer experience in a growing, customer-first FinTech.
Key Responsibilities:
- Log, triage, and resolve level one complaints across all contact channels
- Handle calls from customers wishing to register or follow up on complaints
- Support front-line teams with escalated issues
- Gather evidence and prepare robust complaint case files
- Coordinate communications with the Financial Ombudsman Service
- Ensure regulatory timescales and internal SLAs are consistently met
- Proactively spot root causes and suggest improvements to reduce complaints
About You:
- 2+ years’ experience in a complaints handling role within Financial Services — ideally covering credit card products
- Familiarity with the full complaints lifecycle, FCA regulations, FOS processes and Consumer Duty requirements
- Strong written and verbal communication skills — able to craft clear, tailored responses
- Passionate about fair customer outcomes and delivering an excellent customer experience
- Proactive, adaptable, and able to work effectively in a fast-moving environment
- Confident using MS Excel and CRM systems
- A collaborative team player who enjoys contributing ideas and driving continuous improvement
What’s on Offer:
- Secure, well-funded FinTech environment — with all the agility of a start-up but the security of significant backing
- Opportunity to have a real impact — your ideas and experience will help shape processes and customer journeys
- A purpose-driven culture that prioritises social value and customer wellbeing
- A supportive, highly motivated team with big ambitions and a collegiate spirit
- Competitive salary + benefits including:
- 25 days annual leave (plus buy/sell options)
- Birthday day off + volunteering days
- Private medical insurance, health cash plan, gym discounts
- Cycle to Work scheme
- Life assurance (4x salary)
- Pension scheme (3% employer contribution)
- Learning & development budget
Complaints Handler (Credit Cards) employer: Fintellect Recruitment
Contact Detail:
Fintellect Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler (Credit Cards)
✨Tip Number 1
Familiarise yourself with the Financial Conduct Authority (FCA) regulations and the Financial Ombudsman Service (FOS) processes. Understanding these frameworks will not only help you in the role but also demonstrate your commitment to compliance during interviews.
✨Tip Number 2
Showcase your experience in handling complaints, particularly in the financial services sector. Be ready to discuss specific examples where you've turned a dissatisfied customer into a loyal advocate, as this aligns perfectly with the role's objectives.
✨Tip Number 3
Prepare to discuss how you identify root causes of complaints and suggest improvements. This proactive approach is key for the Complaints Handler position, so think of instances where your suggestions led to tangible changes.
✨Tip Number 4
Emphasise your teamwork skills and adaptability. The role requires collaboration with various teams, so be ready to share experiences that highlight your ability to work effectively in a fast-paced environment while contributing to team goals.
We think you need these skills to ace Complaints Handler (Credit Cards)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in complaints handling, particularly within financial services and credit cards. Use specific examples that demonstrate your ability to resolve customer issues effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and fair outcomes. Mention your familiarity with FCA regulations and how you can contribute to improving customer experiences at the FinTech.
Highlight Relevant Skills: Emphasise your strong written and verbal communication skills in your application. Provide examples of how you've crafted clear responses to customer complaints and collaborated with teams to drive improvements.
Showcase Your Proactivity: In your application, illustrate instances where you've proactively identified root causes of complaints and suggested improvements. This will demonstrate your problem-solving abilities and commitment to enhancing customer satisfaction.
How to prepare for a job interview at Fintellect Recruitment
✨Know Your Complaints Lifecycle
Familiarise yourself with the full complaints lifecycle, especially within financial services. Be prepared to discuss your experience handling complaints, particularly related to credit cards, and how you ensure compliance with FCA regulations.
✨Demonstrate Communication Skills
Strong written and verbal communication skills are crucial for this role. Practice crafting clear and tailored responses to potential customer complaints, as well as explaining complex issues in a simple manner.
✨Show Your Proactive Side
Be ready to share examples of how you've proactively identified root causes of complaints in the past and suggested improvements. This shows your commitment to enhancing customer experience and reducing future complaints.
✨Understand the Company Culture
Research the company's purpose-driven culture and their commitment to social impact. Be prepared to discuss how your values align with theirs and how you can contribute to their mission of helping customers make better financial decisions.
