Senior Complaints Specialist

Kroo has a big vision. To be the first bank that is both trusted and loved by its customers. We’re helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet. Here at Kroo, doing what is right is in our DNA. We act with integrity, transparency and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together.

As a Senior Complaints Specialist, you will take ownership of customer complaints, investigating, resolving, and escalating complaints when necessary, as well as provide feedback and recommendations to improve processes and workflows. Put simply, our Complaints Specialists are the customer problem solvers of Kroo!

Here’s what you will be doing:

• Liaising with the Customer Operations team to investigate and resolve customer complaints
• Helping customers who may be vulnerable and require further support
• Taking ownership of customer complaints and escalating where necessary
• Collate accurate MI and provide feedback and make recommendations to improve processes and workflows
• Carry out regular root cause analysis to provide information on complaints data trends
• Provide support, advice and guidance to other departments across the business

We’re looking for someone who:

• Has at least 6 months experience in financial services, in a complaints handling role
• Has working knowledge of the relevant regulatory requirements for complaint handling (TCF, DISP)
• Has a brilliant eye for detail and an ability to handle investigations with complex issues
• Can work independently, whilst part of a team, to deliver in a fast-paced work environment
• Can meet deadlines in line with our complaint handling processes
• Has excellent written and verbal communication skills and a genuine commitment to exceptional customer service

What we offer:

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday.
• Personal days: We offer 3 personal days to use as needed.
• Employer-sponsored volunteer program: Up to 4 hours per month of employer-sponsored volunteer time.
• Mental health support: Access to Spill, our mental health support partner.
• Workplace pension: A workplace pension with a 5% employee contribution and a 3% employer top-up.
• Top-notch equipment: A MacBook laptop and support in establishing your home office.
• Modern office: Access to our modern workspace in Central London (Farringdon).
• Cycle to Work scheme: Encouraging sustainable transportation.
• Electric Car scheme: Supporting employees in reducing their carbon footprint.
• Enhanced parental leave: An enhanced parental leave policy.
• Room for growth: Opportunities for growth and excellence.
• Full healthcare for you and your nuclear family via Vitality.

About Our Process:

We can be flexible with the structure of our interview process if someone’s circumstances or timescales require it but our general structure is:

• People screen and quiz interview - 45 mins
• Technical interview challenge with the hiring manager - 45 mins
• Head of division interview - 45 mins

Successful candidates after the technical stage will be invited to informally meet the team in person and see our fantastic offices. Please let us know if you have any specific requirements or need assistance so we can be as accommodating as possible for you.

Hybrid Working:

At Kroo Bank, we embrace a hybrid policy that grants individuals and teams a considerable level of autonomy regarding office usage, maximising productivity. Our office in London is a splendid space that serves as a valuable resource when utilised appropriately. Presently, we follow a blended working model, where employees are expected to work in the office once a week. Therefore, candidates who are able to occasionally commute to the office align best with our current work practices. Please bear in mind that this position entails working shifts over 5 days, totalling 37.5 hours per week. The shift schedule will be provided well in advance, typically spanning from 6am to 10pm.

Diversity and Inclusion:

We wholeheartedly uphold our commitment to fostering a diverse and inclusive workplace. Every employee is highly regarded, respected, and supported without any form of judgement or prejudice. We consider Diversity, Equality, and Inclusion as fundamental pillars guiding our path in all aspects of our bank. We also ensure that reasonable adjustments are made available to all candidates throughout the recruitment process.