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- Tasks: Handle and resolve customer complaints, ensuring fair outcomes and compliance.
- Company: Join a purpose-led FinTech in London focused on social impact and customer wellbeing.
- Benefits: Enjoy 25 days annual leave, private medical insurance, gym discounts, and more.
- Why this job: Make a real impact by turning dissatisfied customers into loyal advocates in a growing company.
- Qualifications: 2+ years in complaints handling within Financial Services, ideally with credit cards experience.
- Other info: Opportunity to shape processes and improve customer journeys while working in a dynamic team.
The predicted salary is between 36000 - 60000 £ per year.
Location: London (City)
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.
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.
- 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
Requirements:
- 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
- Passionate about fair customer outcomes and delivering an excellent customer experience
- Confident using MS Excel and CRM systems
- Opportunity to have a real impact — your ideas and experience will help shape processes and customer journeys
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)
Customer Service / Complaint Handler employer: Fintellect Recruitment
Contact Detail:
Fintellect Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service / Complaint Handler
✨Tip Number 1
Familiarise yourself with the specific complaints handling processes and regulations in the financial services sector, especially those related to credit cards. This knowledge will not only help you during interviews but also demonstrate your commitment to understanding the role.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've successfully resolved customer complaints in the past. Be ready to discuss these scenarios in detail, highlighting your approach and the positive outcomes achieved.
✨Tip Number 3
Network with professionals in the FinTech industry, particularly those who work in customer service or complaints handling. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
✨Tip Number 4
Research the company’s mission and values, especially their commitment to social impact and customer wellbeing. Being able to articulate how your personal values align with theirs can set you apart as a candidate who is genuinely interested in contributing to their goals.
We think you need these skills to ace Customer Service / Complaint Handler
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 to demonstrate your expertise and familiarity with FCA regulations and the complaints lifecycle.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for delivering excellent customer outcomes. Mention how your previous experiences align with the role's responsibilities and how you can contribute to improving customer journeys.
Highlight Relevant Skills: Emphasise your skills in using MS Excel and CRM systems, as these are crucial for the role. Provide examples of how you've used these tools to manage complaints or improve processes in past positions.
Showcase Your Problem-Solving Abilities: In your application, include instances where you've successfully identified root causes of complaints and suggested improvements. This will demonstrate your proactive approach and ability to enhance customer experience.
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 Customer-Centric Mindset
Showcase your passion for delivering excellent customer outcomes. Prepare examples of how you've turned dissatisfied customers into loyal advocates and how you prioritise fair resolutions in your previous roles.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about specific instances where you identified root causes of complaints and suggested improvements to prevent future issues.
✨Highlight Your Technical Skills
Since the role requires proficiency in MS Excel and CRM systems, be ready to discuss your experience with these tools. Mention any specific projects or tasks where you used these skills to enhance customer service or streamline complaint handling.
