Complaints Manager

We're on a mission to back the UK's small businesses like no one else. Small businesses are the backbone of the economy, and we're here to help them win. We've built a platform that uses clever data to get them the funding they need in minutes, not weeks. At Funding Circle, we have the restless energy of a fintech start-up with the stability of a public company. It's a unique mix that gives Circlers the autonomy to take ownership and the scale to make an impact that truly counts. We're a high-performing team that chooses to lift each other up. We challenge, we champion, and we have each other's backs - because we know that when we stand together, we move faster and build better. The impact is real: Last year alone, the businesses on our platform generated £7.2bn for the UK economy.

The role

London (Hybrid) 3 days in the office Competitive Salary + Benefits

• Lead the day-to-day operations of the complaints team, managing capacity to ensure high productivity and adherence to internal and regulatory deadlines.
• Manage, coach, and develop a team of five complaints officers, setting clear expectations and completing regular, thorough quality reviews on their output.
• Act as the escalation point for complex, sensitive, or high-impact complaints.
• Make fair, evidence-based decisions consistent with FCA DISP, GDPR, and FOS expectations.
• Manage risk registers and risk tickets to proactively mitigate potential issues.
• Develop and implement strategies, policies, and procedures specific to complaints operations.
• Partner with teams across the business to fix recurring customer issues at the source.
• Identify and communicate complaint trends, emerging risks, and regulatory changes to senior stakeholders.
• Identify opportunities to use AI responsibly throughout the complaint handling journey.

What we're looking for

• Experience managing a complaints team, ideally within fintech, banking, or financial services.
• Proven ability to drive strong performance through coaching, mentoring, and identifying development opportunities on both an individual and team level.
• Strong practical knowledge of FCA DISP and the FOS complaints process, coupled with experience personally managing complex escalations.
• A strong track record of using complaint data to identify trends, improve processes, and confidently present these insights to stakeholders at all levels.
• Able to proactively identify ways to use Generative AI to streamline your daily tasks and improve your personal productivity.
• Confident using approved AI tools safely and effectively to enhance your output and find a better way of working.
• We're building a place where everyone truly feels they belong. Even if your past experience doesn't align perfectly with every requirement, we'd still love to hear from you.

Why join us

We back you to build an incredible career and by joining us, you'll be part of one of The Sunday Times Best Companies to Work For 2026. As a flexible-first employer, we use a "best of both" approach. We'll see you in our London office to collaborate - with barista coffee and subsidised Just Eat lunches on us! Our Circler Proposition focuses on five areas:

• Flexibility: We provide a benefit allowance you can tailor to your own life and family.
• Health: This includes private medical and dental, health assessments, and access to a digital GP.
• Wealth: We offer life assurance, share schemes, and financial coaching.
• Development: You get a dedicated annual learning allowance to help you level up.
• Lifestyle: We have electric car and cycle-to-work schemes, plus season ticket loans. We also have award-winning parental leave policies.
• We support you through the big life moments, from fertility treatments to new additions to the family.

Ready to join a mission that matters? We'd love to chat!