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- Tasks: Investigate customer complaints and ensure regulatory compliance while enhancing customer experience.
- Company: Join a fast-growing FinTech reshaping financial services with a customer-centric culture.
- Benefits: Hybrid work model, career development opportunities, and a dynamic team environment.
- Why this job: Make a real impact in a mission-driven company focused on innovation and quality.
- Qualifications: 6-8 years in complaints handling and 4+ years in QA within financial services.
- Other info: Opportunity to work in a high-growth environment with potential for contract extension.
The predicted salary is between 36000 - 60000 £ per year.
QA & Complaints Manager (Multiple Hires)
Are you a confident and experienced complaints specialist with experience within financial Quality Assurance looking to make an impact at one of the world’s fastest-growing FinTechs? We’re hiring multiple QA & Complaints Handlers to join a high-performing team on an interim basis initially for a 6 month period.
This is a fantastic opportunity to join a modern, mission-driven financial services firm that is reshaping the way people manage and access money. With a strong culture of customer‑centricity and innovation, our client is seeking passionate professionals who take pride in delivering fair, timely, and high-quality complaint resolutions as part of the Global Quality Assurance function, driving complaints processes and consistency.
As a Complaints Handler, you will investigate complex customer issues across a range of regulated financial products and services, assess the facts in line with FCA DISP and Consumer Duty, and ensure regulatory compliance while delivering a positive customer experience. You’ll be expected to communicate clearly and empathetically with customers and internal stakeholders, and support continuous improvement by identifying trends and root causes.
This is a hybrid role predominantly home‑based with occasional travel to the office, in Central London.
Location: Hybrid (Remote) and London (in‑office when required)
Qualifications
- 6-8 years’ experience in regulated complaints handling (FCA, DISP, Consumer Duty)
- 4+ years of QA within a financial services role/organisation
- Strong written and verbal communication skills
- Ability to work independently and manage a busy caseload
- Customer‑first mindset with high attention to detail
- Exposure to FinTech, digital banking, payments, or e‑money is desirable
What’s on Offer
- High‑growth environment with career development opportunities
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QA & Complaints Manager (Multiple Hires) employer: Jacobson Garner
Contact Detail:
Jacobson Garner Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land QA & Complaints Manager (Multiple Hires)
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector, especially those in QA and complaints roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints handling and quality assurance. We recommend role-playing with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Showcase your customer-first mindset during interviews. Share specific examples of how you've resolved complex complaints and improved processes in previous roles. This will highlight your fit for the position!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace QA & Complaints Manager (Multiple Hires)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the QA & Complaints Manager role. Highlight your experience in regulated complaints handling and quality assurance, especially within financial services. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer-centricity and how you can contribute to our mission-driven approach. Keep it concise but impactful – we love a good story!
Showcase Your Communication Skills: Since strong written communication is key for this role, make sure your application is clear and free of errors. We appreciate attention to detail, so take the time to proofread and ensure your message comes across effectively.
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 at StudySmarter!
How to prepare for a job interview at Jacobson Garner
✨Know Your Regulations
Familiarise yourself with the FCA DISP and Consumer Duty regulations. Being able to discuss these frameworks confidently will show that you understand the compliance landscape and can navigate it effectively in your role.
✨Showcase Your Experience
Prepare specific examples from your 6-8 years of experience in complaints handling. Highlight situations where you resolved complex issues, demonstrating your problem-solving skills and customer-first mindset.
✨Communicate Clearly and Empathetically
Practice articulating your thoughts clearly and empathetically. Since this role involves communicating with customers and stakeholders, showcasing your strong verbal communication skills during the interview is crucial.
✨Highlight Continuous Improvement
Be ready to discuss how you've identified trends and root causes in past roles. This shows your proactive approach to quality assurance and your commitment to driving improvements in complaint processes.
