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- Tasks: Handle customer complaints with empathy and professionalism while ensuring compliance with regulations.
- Company: Join Funding Circle, a leader in SME finance, dedicated to supporting small businesses.
- Benefits: Enjoy flexible working, competitive salary, health perks, and a focus on personal development.
- Why this job: Make a real impact by solving complex problems and enhancing customer experiences.
- Qualifications: 1+ years in a complaints role, strong communication skills, and attention to detail.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
The predicted salary is between 34000 - 47600 ÂŁ 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.
Salary: ÂŁ34,000
Who are we? We’re Funding Circle. We back small businesses to succeed. At Funding Circle, we believe the world needs small businesses. That’s why we’ve made it our mission to help them get the finance they need to grow. With more than a decade of expertise under our belt, we’ve built a game‑changer of a platform with cutting‑edge data and technology that’s reshaping the landscape of SME lending. Say goodbye to lengthy applications and hello to lightning‑fast decisions! In just minutes, SMEs across the UK can get a decision, giving them access to competitive funding in a flash. We know that good business is about good people. So we pride ourselves on providing meaningful, human support as well as fast, hassle free processes to deliver an unbeatable customer experience.
The role: We’re looking for 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 solving, identifying and confidently mitigating any risks, issues or control weaknesses that arise in your day‑to‑day.
What we’re looking for:
- 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.
Why join us? At Funding Circle we celebrate and support the differences that make you, you. We’re proud to be an equal‑opportunity workplace and affirmative‑action employer. We truly believe that diversity makes us better. 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 (via JustEat) every day!
We back our Circlers to build their own incredible career, making a difference to small businesses every day. Our Circler proposition is designed to support employees both in and out of work, and it is anchored around four pillars: Health, Wealth, Development & Lifestyle.
A few highlights:
- Flexibility: We provide you with a benefit allowance so that you can tailor your benefit selection to you and your family’s needs.
- Health: Private Medical Insurance, Dental Insurance, Health Cash Plan, Health Assessments (including female fertility health assessments), eye care vouchers, flu jabs, Wellhub (for discounted flexible gym membership and access to wellbeing apps), access to a free Employee Assistance Programme and free Digital GP for yourself and any children under 16.
- Wealth: Life Assurance, Income Protection, Critical Illness Cover, financial coaching through Octopus Money Coach, a tax‑advantaged share scheme, a free mortgage advisor partnership and discounts across numerous retailers through Perks at Work.
- Development: Dedicated annual Learning & Development allowance and full access to internal learning platform.
- Lifestyle: Electric Car Scheme, Cycle to Work scheme, Season Ticket Loans, and more!
And finally, we have award‑winning parental leave policies supporting parents through enhanced maternity, partner and adoption leave, as well as additional leave for parental bereavement and for fertility treatments.
Ready to make a difference? We’d love to hear from you.
Complaints Officer in London employer: Funding Circle Ltd.
Contact Detail:
Funding Circle Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Officer in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at Funding Circle. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by practising common complaints officer scenarios. Think about how you'd handle tricky situations and be ready to showcase your problem-solving skills. We want to see your empathy and professionalism shine!
✨Tip Number 3
Showcase your attention to detail! During interviews, mention specific examples of how you've managed complex complaints in the past. This will demonstrate your organisational skills and ability to follow procedures.
✨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 genuinely interested in joining our team at Funding Circle.
We think you need these skills to ace Complaints Officer in London
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: Pay attention to the details in your written application. A well-structured CV and a clear, concise cover letter will show us that you have the organisational skills we’re looking for in a Complaints Officer.
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 don’t miss out on any important updates from our team!
How to prepare for a job interview at Funding Circle Ltd.
✨Know Your Complaints Inside Out
Before the interview, brush up on common complaints in the financial services sector. Understand how they are typically resolved and be ready to discuss your own experiences handling complex complaints. This shows you’re not just familiar with the role but also proactive in your approach.
✨Showcase Your Empathy
As a Complaints Officer, empathy is key. Prepare examples of how you've handled difficult situations with customers in the past. Highlight your ability to listen actively and respond thoughtfully, as this will resonate well with the interviewers at Funding Circle.
✨Demonstrate Problem-Solving Skills
Be ready to discuss specific instances where you identified root causes of complaints and implemented solutions. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it clear how your actions led to positive outcomes.
✨Familiarise Yourself with Regulatory Requirements
Since the role involves compliance with regulatory standards, make sure you understand the basics of the Financial Ombudsman Service and other relevant regulations. Being knowledgeable about these will show that you take the role seriously and are prepared to uphold the company’s standards.
