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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 big ambitions.
- Benefits: Enjoy competitive salary, 25 days leave, private medical insurance, and more perks.
- Why this job: Make a real impact on customer experiences in a supportive, ambitious team.
- Qualifications: 2+ years in complaints handling, strong communication skills, and a passion for customer outcomes.
- Other info: Opportunity to shape processes and contribute to social value.
The predicted salary is between 36000 - 60000 £ 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 credit card sector. Prepare specific examples of how you've resolved customer issues and improved processes, as this will highlight your expertise and proactive approach.
✨Tip Number 3
Network with professionals in the FinTech industry, especially those who work in customer service or complaints handling. Engaging with others in the field can provide valuable insights and potentially lead to referrals for the position.
✨Tip Number 4
Demonstrate your passion for customer outcomes by researching the company’s values and mission. Be prepared to discuss how your personal values align with theirs, as cultural fit is often a key consideration for employers.
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 card products. 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 delivering excellent customer service and fair outcomes. Mention your familiarity with FCA regulations and the complaints lifecycle, as well as your proactive approach to identifying improvements.
Highlight Relevant Skills: Emphasise your strong written and verbal communication skills in your application. Provide examples of how you've crafted clear, tailored responses to customer complaints in the past.
Showcase Your Team Spirit: Mention any experiences where you collaborated with teams to improve processes or customer journeys. This will demonstrate your ability to work effectively in a team-oriented environment, which is crucial for this role.
How to prepare for a job interview at Fintellect Recruitment
✨Know Your Complaints Lifecycle
Make sure you understand the full complaints lifecycle, especially in relation to credit card products. Familiarise yourself with FCA regulations and FOS processes, as this knowledge will be crucial during your interview.
✨Demonstrate Communication Skills
Prepare to showcase your strong written and verbal communication skills. Be ready to provide examples of how you've crafted clear, tailored responses to customer complaints in the past.
✨Show Your Passion for Customer Outcomes
Express your passion for delivering fair customer outcomes. Share specific instances where you've turned dissatisfied customers into loyal advocates, highlighting your commitment to excellent customer service.
✨Be Proactive and Solution-Oriented
During the interview, emphasise your proactive approach to identifying root causes of complaints and suggesting improvements. This will demonstrate your ability to contribute to continuous improvement within the team.
