Customer Support Complaints Executive (Remote within the UK)

The Complaints Handler is responsible for managing customer complaints from initial receipt through to resolution, ensuring that complaints are handled fairly, consistently and in accordance with regulatory requirements and internal policies.

Working within a fast-paced fintech environment, the Complaints Handler will investigate customer concerns, identify root causes, assess customer impact and provide clear, accurate and empathetic responses.

The role requires strong attention to detail and the ability to balance customer outcomes, regulatory obligations and commercial considerations. The successful candidate will be comfortable working with financial products, digital platforms and evolving processes.

What you can expect to be doing:

Complaint Management
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Manage a portfolio of customer complaints from allocation through to resolution.

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Review and understand the customer's concerns, ensuring all complaint points are accurately identified and addressed.

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Conduct fair, thorough and proportionate investigations using available customer, account and transaction information.

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Review relevant policies, terms and conditions, customer communications and internal records.

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Assess whether the customer has experienced financial loss, inconvenience, distress or detriment.

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Identify appropriate remedial action, including corrections, explanations, apologies and compensation where appropriate.

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Draft clear, accurate and professional complaint responses within agreed regulatory and internal timescales.

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Ensure complaints are resolved in a fair and consistent manner.

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Escalate complex, high-risk or potentially systemic complaints to the appropriate manager or specialist team.

Regulatory & Compliance
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Handle complaints in accordance with applicable FCA requirements and the firm's complaints policy and procedures.

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Maintain an understanding of DISP requirements and the Financial Ombudsman Service (FOS) process.

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Ensure customers are provided with appropriate information regarding their escalation rights where applicable.

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Identify potential Consumer Duty issues and ensure customer outcomes are considered throughout the investigation.

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Recognise potential conduct, vulnerability, financial difficulty and customer detriment indicators and escalate appropriately.

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Maintain accurate and complete complaint records to support regulatory reporting and audit requirements.

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Ensure complaint decisions are evidence-based and can be clearly justified.

Customer Outcomes
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Demonstrate empathy and professionalism when dealing with customers who may be dissatisfied, distressed or frustrated.

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Ensure customers receive clear and understandable explanations of investigation outcomes.

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Consider the individual circumstances of the customer when assessing the appropriate resolution.

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Avoid unnecessary jargon and communicate financial and regulatory information in a customer-friendly manner.

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Take ownership of complaints and ensure customers are not unnecessarily passed between teams.

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Identify opportunities to improve customer outcomes and reduce repeat complaints.

What we’re looking for:

Essential
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Previous experience within complaints, customer service, financial services, banking, fintech or a regulated environment.

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Strong written and verbal communication skills.

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Excellent attention to detail.

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Ability to investigate information objectively and reach fair, evidence-based conclusions.

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Ability to manage multiple complaints and competing deadlines.

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Strong organisational and time-management skills.

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Ability to interpret policies, procedures and financial product terms and conditions.

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Confidence dealing with challenging or escalated customers.

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Strong analytical and problem-solving skills.

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Ability to work independently while knowing when to seek guidance or escalate.

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Strong