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- Tasks: Handle customer complaints with empathy and professionalism while providing top-notch support.
- Company: Join Funding Circle, a leader in SME finance, dedicated to helping small businesses thrive.
- Benefits: Enjoy flexible working, competitive salary, health perks, and a supportive work environment.
- Why this job: Make a real impact by solving complex problems and enhancing customer experiences.
- Qualifications: 1+ year in a complaints role, strong communication skills, and attention to detail.
- Other info: Diverse teams, hybrid working, and excellent career development opportunities await you.
The predicted salary is between 34000 - 47600 £ per year.
We are looking for a Complaints Officer in our Business Support team. This role sits in our Complaints team who play a vital role in ensuring that all customer complaints; whether from Investors or Borrowers, are handled fairly, promptly, and in line with regulatory requirements.
The role requires someone who thrives on solving complex problems and is experienced in managing customer complaints. You’ll need to be detail-oriented, highly organised, and able to navigate challenging situations with professionalism and empathy. Working collaboratively with other business areas and providing actionable feedback will be key to your success in this role.
Responsibilities:- Provide the best customer experience handling customer’s complaints in writing and over the phone.
- Support Root Cause Analysis and internal feedback loops to mitigate future customer problems.
- Investigate and respond to various complex complaints and give the customer the right outcome.
- Manage a caseload of customer complaints including Financial Ombudsman Service (FOS) escalated complaints within tight deadlines.
- Proactively problem solve, identifying and confidently mitigating any risks, issues or control weaknesses that arise in your day-to-day.
- At least 1 year of experience in a Complaints role, preferably within Financial Services.
- Proven experience handling complex and challenging customer complaints with excellent customer service skills.
- Strong attention to detail, organisational skills, and the ability to follow procedures.
- Experience working with the Financial Ombudsman Service or relevant regulatory bodies.
- Excellent verbal communication skills and strong written abilities.
At Funding Circle we are committed to building diverse teams so please apply even if your past experience doesn’t align perfectly with the requirements.
As a flexible-first employer we offer hybrid working at Funding Circle, and we’ve long believed in a ’best of both’ approach to in-office collaboration and non-office days. We expect our teams to be in our London office three times a week, where you can take advantage of our newly refurbished hybrid working space, barista made coffee and subsidised lunches every day!
Ready to make a difference? We’d love to hear from you.
Complaints Officer employer: Funding Circle Ltd.
Contact Detail:
Funding Circle Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Officer
✨Tip Number 1
Get to know the company inside out! Research Funding Circle's mission, values, and recent news. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your problem-solving skills! Since the role involves handling complex complaints, think of examples from your past experiences where you've successfully resolved issues. Be ready to share these stories during your interview.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights into the company culture and might even give you tips on how to stand out in your application process.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Funding Circle family!
We think you need these skills to ace Complaints Officer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in handling customer complaints, especially in financial services. We want to see how your skills align with the role of a Complaints Officer!
Showcase Your Problem-Solving Skills: In your application, share specific examples of how you've tackled complex complaints in the past. We love seeing candidates who can demonstrate their ability to navigate challenging situations with professionalism and empathy.
Be Detail-Oriented: Since this role requires strong attention to detail, ensure your application is free from typos and errors. A well-organised application reflects your ability to follow procedures, which is key for us at Funding Circle.
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 the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Funding Circle Ltd.
✨Know Your Stuff
Before the interview, make sure you understand the role of a Complaints Officer and the specific responsibilities outlined in the job description. Familiarise yourself with common customer complaints in the financial services sector and think about how you would handle them.
✨Showcase Your Empathy
Since this role requires handling complex complaints, be prepared to demonstrate your empathy and problem-solving skills. Think of examples from your past experience where you successfully resolved a challenging situation while keeping the customer's feelings in mind.
✨Prepare for Regulatory Questions
Given the importance of regulatory compliance in this role, brush up on your knowledge of the Financial Ombudsman Service and relevant regulations. Be ready to discuss how you would ensure compliance while managing complaints effectively.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the company and the role. Inquire about the team dynamics, how they measure success in the Complaints team, or what challenges they currently face. This shows you’re engaged and thinking ahead!
