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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 lending, 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, excellent communication skills, and attention to detail.
- Other info: Diverse teams, career growth opportunities, and a vibrant office culture await you.
The predicted salary is between 20400 - 34000 £ 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 involves:
- Providing the best customer experience when handling customer complaints in writing and over the phone.
- Supporting Root Cause Analysis and internal feedback loops to mitigate future customer problems.
- Investigating and responding to various complex complaints and giving the customer the right outcome.
- Managing 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.
As a flexible-first employer we offer hybrid working at Funding Circle, and 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!
A few highlights include:
- Flexibility: Benefit allowance to tailor your benefit selection.
- Health: Private Medical Insurance, Dental Insurance, Health Cash Plan, and more.
- Wealth: Life Assurance, Income Protection, Critical Illness Cover, and financial coaching.
- Development: Dedicated annual Learning & Development allowance.
- 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
Contact Detail:
Funding Circle 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 insider info on the role.
✨Tip Number 2
Prepare for the interview by practising common complaints scenarios. Think about how you'd handle tricky situations and be ready to showcase your problem-solving skills.
✨Tip Number 3
Show off your empathy! When discussing your experience, highlight times when you turned a negative customer experience into a positive one. It’s all about that human touch!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re keen on joining the Funding Circle family.
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 application to highlight your experience in handling customer complaints, especially in financial services. We want to see how your skills align with our mission at Funding Circle!
Showcase Your Problem-Solving Skills: In your written 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 close attention to your application’s details. A well-organised and error-free submission reflects your strong attention to detail, which is crucial for a Complaints Officer role. We appreciate candidates who take the time to get it right!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the info you need about the role and our company culture there!
How to prepare for a job interview at Funding Circle
✨Know Your Stuff
Before the interview, make sure you understand the role of a Complaints Officer and the specific responsibilities at Funding Circle. Familiarise yourself with common customer complaints in the financial services sector and think about how you would handle them.
✨Showcase Your Empathy
During the interview, demonstrate your ability to empathise with customers. Share examples from your past experience where you successfully resolved complex complaints while maintaining professionalism and understanding.
✨Be Detail-Oriented
Highlight your attention to detail by discussing how you manage caseloads and follow procedures. You might want to prepare a scenario where your organisational skills made a difference in resolving a complaint efficiently.
✨Prepare for Regulatory Questions
Since the role involves working with regulatory bodies like the Financial Ombudsman Service, be ready to discuss your knowledge of relevant regulations. Brush up on any recent changes in the financial services industry that could impact customer complaints.
