At a Glance
- Tasks: Handle customer complaints and deliver effective resolutions in a fast-paced environment.
- Company: Join Jaja, an innovative FinTech company redefining consumer finance.
- Benefits: Competitive salary, annual leave, private medical cover, and birthday off.
- Other info: Collaborative culture with opportunities for growth and learning.
- Why this job: Make a real impact in the evolving consumer finance industry.
- Qualifications: Experience in customer service and managing complaints professionally.
The predicted salary is between 30000 - 40000 £ per year.
About Jaja
Our Mission: Empowering our customers to buy, borrow, and build—driven by tech, fuelled by data, and built for the future.
Our Company Values: Care Deeply, Adapt & Thrive, Challenge everything, Go for it! Own it, Make it Simple. Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making. We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. We will delight our customers – making the customer experience simpler, more enjoyable, more intelligent – treating customers fairly and giving them more control of their money.
Why Join Us?
This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever. We have a collaborative team structure fueled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech‑savvy dreamers who pave way for the new stuff. Come as you are and be yourself!
Location requirement: This role requires being in our Manchester office 2 days a week.
Customer Complaints Agent
This is an opportunity to join a fast‑paced, forward‑thinking environment where no two days are the same. You will be part of a business driving meaningful change in consumer finance, working alongside passionate colleagues who are committed to delivery, innovation and great customer outcomes. With a varied portfolio of work and the freedom to challenge the status quo, this role offers genuine scope to learn, contribute and make your mark.
Key Accountabilities
- Own customer complaints end‑to‑end, delivering fair, timely and effective resolutions in line with FCA DISP and good customer outcomes.
- Provide exceptional support via chat, phone and written channels, ensuring clear, fair and empathetic communication aligned to Consumer Duty.
- Manage competing priorities across the customer journey, using sound judgement and problem‑solving to deliver effective outcomes.
- Maintain accurate customer data, records and reporting in line with regulatory and company standards.
- Capture and share customer feedback to improve processes, reduce harm and enhance the overall customer experience.
- Take ownership of procedural and technical issues, driving them through to resolution.
- Identify opportunities for process and technology improvements, supporting change initiatives.
- Champion excellent customer experience in every interaction.
- Support the Team Manager with workflow, performance and service delivery to achieve team goals.
- Build strong relationships with clients and suppliers to ensure a seamless customer journey.
- Consistently meet quality and compliance standards, including FCA DISP requirements.
- Promote a collaborative team culture, ensuring timely delivery and shared success.
- Stay up to date on products, services and developments to adapt quickly and contribute to continuous improvement.
Essential Skills And Experience
- Experience in a customer service or contact centre environment.
- Proven experience managing customer complaints with confidence and professionalism, with a strong understanding of FCA DISP complaint‑handling requirements.
- Experience working within the financial services sector, with an awareness of Consumer Duty and the importance of delivering good customer outcomes.
- Strong communication and stakeholder management skills, with the ability to build trust and influence positively.
- A strong track record of delivery in demanding environments, with the ability to manage competing priorities effectively.
- Confidence working in a fast‑paced, evolving environment where adaptability is key.
- Experience using key operational technologies, such as credit card processing platforms and a variety of customer contact solutions.
- Excellent organisational and time‑management skills.
- Experience working across different stages of the customer journey.
- An interest in technology, optimisation and automation, with a mindset focused on continuous improvement.
- Flexibility to work shifts within the team’s operating hours of 8am to 8pm, Monday to Saturday.
What's in it for you?
- The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.
- Competitive salary.
- Pension contributions, including Salary Exchange facility.
- Annual bonus potential.
- Private medical cover provided by Vitality (optional benefit).
- 25 days annual leave (FTE) plus UK bank holidays (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
- Your birthday off each year as an additional day's holiday.
- 4x life insurance cover.
- Access to our confidential Employee assistance programme.
FinTech Customer Complaints Specialist in Manchester employer: Jaja Finance
Jaja is an exceptional employer that fosters a collaborative and innovative work culture, empowering employees to make a real impact in the evolving consumer finance landscape. With a focus on employee growth, competitive benefits including private medical cover and generous annual leave, and a commitment to treating customers fairly, Jaja offers a unique opportunity for those looking to thrive in a fast-paced environment while being part of a mission-driven team in Manchester.
StudySmarter Expert Advice🤫
We think this is how you could land FinTech Customer Complaints Specialist in Manchester
✨Tip Number 1
Get to know Jaja and its mission! Research the company values and culture so you can show how you align with their goals during your interview. This will help you stand out as someone who truly cares about making a difference.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customer complaints, being able to express yourself clearly and empathetically is key. Try role-playing common scenarios with a friend to build your confidence.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully resolved issues or improved processes. This will demonstrate your ability to adapt and thrive in a fast-paced environment.
✨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 our team and contributing to the exciting changes in consumer finance.
We think you need these skills to ace FinTech Customer Complaints Specialist in Manchester
Some tips for your application 🫡
Show Your Passion for Customer Service:When you're writing your application, let us see your enthusiasm for helping customers. Share examples of how you've gone above and beyond to resolve complaints or improve customer experiences. We love candidates who care deeply about making things simple for our customers!
Tailor Your Application:Make sure to customise your application to reflect the values and mission of Jaja. Highlight your experience in the financial services sector and how it aligns with our goal of redefining consumer finance. This shows us that you understand what we're all about!
Be Clear and Concise:In your written application, clarity is key! Use straightforward language and structure your thoughts logically. We appreciate applicants who can communicate effectively, as this is crucial for a role focused on customer complaints.
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 gives you a chance to explore more about Jaja and what we stand for!
How to prepare for a job interview at Jaja Finance
✨Know Your Stuff
Before the interview, make sure you understand Jaja's mission and values. Familiarise yourself with their approach to customer complaints and how they aim to simplify the consumer finance experience. This will help you align your answers with what they care about.
✨Show Empathy
As a FinTech Customer Complaints Specialist, empathy is key. Prepare examples from your past experiences where you successfully resolved customer issues while maintaining a fair and understanding approach. This will demonstrate your ability to handle complaints effectively.
✨Be Ready to Adapt
Jaja values adaptability, so be prepared to discuss how you've managed competing priorities in fast-paced environments. Think of specific situations where you had to think on your feet and adjust your approach to meet customer needs.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the role and the company. Inquire about their current challenges in customer service or how they envision the future of consumer finance. This shows you're engaged and thinking critically about the position.
