Complaints specialist

Job description

Complaints Specialist

Salary - £35K

Part time – 20 hours per week, flexible on how these hours are completed spread across a 4 or 5 day working week

Remote first, must be happy to travel to both Bristol and London for team days ( roughly once per month)

My client is a mission led B2C Fintech with focus of enabling financial inclusion & a happier and healthier relationship with money across UK & US. They have a number of award winning products built into their B2C Bank Account allowing consumers to have practical tools whilst educating themselves on financial decisions.

As they transition from start up to scale up they are launching new products, building the brand & looking to streamline internally processes & policies to ensure maximum efficiency for our customers and therefore we are looking to add a complaints specialist into the customer support team

You will:

• Process complaints from end to end — receiving, investigating, resolving and recording complaints in line with business policies and procedures, and where required, regulatory standards.
• Communicate clearly and compassionately with members, turning tricky situations into opportunities to rebuild trust and provide good outcomes.
• Liaise with internal teams (including Product, Risk, and Finance) to investigate and resolve complex issues quickly and thoroughly.
• Identify trends and share insights to inform potential improvements to our service and processes.
• Work closely with the Risk team to ensure we meet our regulatory responsibilities.
• Prepare and submit regulatory returns (e.g. Complaints data reports) with accuracy and timeliness.
• Maintain accurate records and follow best practice in documentation and escalation.
• Stay up to date with regulatory guidance, industry trends, and emerging risks.
• Support occasional team training and process design, helping embed a complaints-aware culture

About you

• 1 -3 years of proven experience in handling regulated complaints in the UK.
• A confident communicator who can manage difficult conversations with care and professionalism.
• Calm under pressure, with strong problem-solving skills and sound judgment.
• Comfortable working independently and remotely, with excellent time management.
• Able to balance member advocacy with business risk.
• Curious and collaborative — always looking for ways to improve how we work.

Extra information

Status

Open

Education Level

Secondary School

Location

London Area

Type of Contract

Part-time jobs

Published at

22-12-2025

Profession type

Accountancy

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English