At a Glance
- Tasks: Lead the complaints lifecycle and turn insights into product improvements.
- Company: Join Plum, a smart saving and investing app with a mission to help people grow their money.
- Benefits: Stock options, private health insurance, flexible remote work, and 25 days holiday.
- Other info: Fun, inclusive culture with annual team trips and opportunities for professional growth.
- Why this job: Make a real impact on customer experience and help millions improve their financial journey.
- Qualifications: 3+ years in complaints handling, strong analytical skills, and a customer-first mindset.
The predicted salary is between 50000 - 60000 £ per year.
We’re Plum, your smart saving and investing app on a mission to help grow money for life. Since 2016, over 2 million people in 10 European markets have set aside more than £2 billion with our clever automation and AI. As recognition for our work, we’ve received awards from the likes of Deloitte, Finder, and more.
The Role
We’re looking for a Complaints Manager to own and evolve our complaints function — ensuring customers receive fair, timely, and empathetic resolutions while turning complaint insights into meaningful product and operational improvements across the company.
You’ll play a key role in strengthening customer trust, regulatory excellence, and operational scalability at Plum — ensuring that every complaint not only gets resolved, but helps make our product and experience better for millions of customers.
Your key responsibilities:
- Lead the end-to-end complaints lifecycle, ensuring fast, fair, and high-quality complaint resolution.
- Act as the senior escalation point for complex or high-risk cases, delivering clear and fair outcomes.
- Ensure complaints processes meet all applicable regulatory requirements (FCA, CBC, CySEC, FOS).
- Identify complaint trends, root causes, and systemic issues, turning insights into actionable improvements across Product, Operations, Risk, and Customer Success.
- Represent the voice of the customer in decision-making forums and strategic initiatives.
- Partner with cross-functional teams to reduce complaint drivers and improve customer experience at scale.
- Lead, coach, and develop a high-performing complaints team focused on quality, fairness, and accountability.
- Create an environment where teams feel empowered to improve processes and customer outcomes.
- Improve operational efficiency through process redesign, technology, and automation initiatives.
- Own complaints MI, regulatory reporting, and governance updates for senior leadership and committees.
- Work with Compliance and Risk teams to ensure ongoing regulatory readiness as the company scales.
Who you are:
- 3+ years of experience in complaints handling customer operations within fintech, banking, or financial services, including at least 1+ year in a managerial capacity.
- Strong working knowledge of FCA DISP requirements and complaints governance frameworks.
- Customer-first mindset with a passion for delivering fair outcomes.
- Strong analytical capability, including root cause analysis and translating insights into operational or product improvements.
- Proactive approach to problem-solving and ability to efficiently collaborate with cross-functional teams.
- Experience scaling operations through process optimisation, automation, or tooling improvements.
- The skills to analyse data comfortably and delve into the details of complex problems and thrive in dynamic, fast-paced business environments.
- Excellent written and verbal communication skills and are fluent in English; knowledge of any other European language is a plus.
Plum's Perks:
- Own part of the company through stock options.
- Private health insurance.
- Annual training budget.
- Plum Premium.
- Referral scheme: earn competitive rewards.
- Flexible approach to remote working: we encourage at least 2 days a week in one of our beautiful offices in London, Athens or Cyprus.
- Team breakfasts and team lunches.
- 25 days holiday + bank holidays.
- 45 work-from-anywhere days: giving you the flexibility to work your way.
- 2 weeks sabbatical after 4 years to take the break you deserve.
- Enhanced parental leave.
- Annual team trip: to a surprise destination!
- A fun, inclusive company culture.
If you think this sounds like a bit of you then don’t hesitate to get in touch!
Complaints & Customer Experience Lead employer: Plum Fintech
At Plum, we pride ourselves on being an exceptional employer, offering a vibrant and inclusive work culture that empowers our team of Plumsters to thrive. With a strong focus on employee growth, we provide ample opportunities for professional development, alongside attractive benefits such as stock options, private health insurance, and flexible working arrangements. Join us in our beautiful offices in London, Athens, or Cyprus, where you can contribute to meaningful improvements in customer experience while enjoying a fun and supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints & Customer Experience Lead
✨Tip Number 1
Get to know Plum inside out! Familiarise yourself with their mission, values, and the specifics of the Complaints & Customer Experience Lead role. This will help you tailor your approach and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Reach out to current or former Plumsters on LinkedIn. Ask them about their experiences and any tips they might have for you. This can give you insider knowledge and potentially a referral!
✨Tip Number 3
Prepare for the interview by practising common questions related to complaints handling and customer experience. Think about how you can demonstrate your analytical skills and customer-first mindset through real-life examples.
✨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 serious about joining the Plum team!
We think you need these skills to ace Complaints & Customer Experience Lead
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for customer experience and complaints management shine through. We want to see how your passion aligns with our mission at Plum!
Be Specific:Use concrete examples from your past experiences to demonstrate your skills in handling complaints and improving customer satisfaction. We love seeing how you've made a difference in previous roles!
Tailor Your Application:Make sure to customise your application to reflect the key responsibilities and skills mentioned in the job description. This shows us that you’ve done your homework and are genuinely interested in the role.
Keep It Clear and Concise:While we appreciate detail, clarity is key! Make sure your application is easy to read and straight to the point. We’re looking for strong communication skills, so let’s see that in your writing!
How to prepare for a job interview at Plum Fintech
✨Know Your Stuff
Before the interview, dive deep into Plum's mission and values. Understand their complaints process and the regulatory requirements they adhere to, like FCA DISP. This will show that you're not just interested in the role but also genuinely care about the company and its customers.
✨Showcase Your Experience
Prepare specific examples from your past roles where you've successfully handled complaints or improved customer experience. Highlight your analytical skills and how you've turned insights into actionable improvements. This will demonstrate your capability to lead the complaints function effectively.
✨Emphasise Team Leadership
Since this role involves leading a team, be ready to discuss your leadership style. Share how you've coached and developed teams in the past, focusing on creating an environment of accountability and empowerment. Plum values a high-performing team, so show them you can foster that culture.
✨Ask Insightful Questions
At the end of the interview, have some thoughtful questions prepared. Ask about the current challenges Plum faces in complaints handling or how they measure success in customer experience. This shows your proactive approach and genuine interest in contributing to their mission.
