Complaints Specialist

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About Freetrade

Freetrade’s mission is to become the default place to invest. Investing has been too complicated and expensive for too long, preventing millions from making the most of their savings.

We’re building our team to reshape how our customers invest and grow their wealth. If you’re driven by solving complex problems and building innovative products, you’ll fit right in.

Role Overview

We’re looking for a proactive and detail-oriented Complaints Specialist to join our Customer Operations team. You’ll be key in maintaining a fair, timely, and compliant complaints-handling process in line with FCA expectations. You will listen to customer concerns, investigate issues, and work cross-functionally to reach resolutions, while helping identify patterns and drive improvements.

Responsibilities

1. Manage incoming customer complaints across channels
2. Log and categorize complaints in internal systems
3. Investigate issues with relevant information and internal teams
4. Provide updates to customers on complaint status
5. Escalate complex complaints appropriately
6. Draft responses to the Financial Ombudsman Service
7. Identify complaint trends and contribute to process improvements
8. Collaborate with Compliance to meet regulatory obligations
9. Uphold Freetrade’s policies and FCA standards
10. Maintain feedback loops with teams for continuous improvement

Candidate Profile

• At least 3 years of complaints handling experience in a regulated financial environment
• Strong understanding of the Financial Ombudsman Service
• Excellent written and empathetic communication skills
• Highly organized, self-motivated, and able to work in a fast-paced environment
• Comfortable working cross-functionally
• Experience with tools like Intercom and Google Workspace is a plus

Career Progression

• Potential to advance within the team (e.g., Senior Complaints Specialist)
• Opportunities for broader business exploration and development
• Join a collaborative, mission-driven team shaping customer support

Benefits and Culture

Freetrade offers a competitive benefits package, including holidays, pension, insurance, health support, parental leave, flexible working, learning support, and more. Post-acquisition, benefits will further align with IG Group standards.

Interview Process

1. Initial interview with Talent Specialist
2. Problem-solving task
3. Deep dive interview with Hiring Manager
4. Cultural fit interview with stakeholders

We are an equal opportunity employer committed to diversity. We welcome applications from all backgrounds.

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