Customer Complaints Manager

1 нед. назад

United KingdomEuropeLead

Lead and develop a team handling formal customer complaints and regulatory escalations for a financial platform serving local businesses.

О компании

A fintech, payments, or banking background, with exposure to complaints handling and FOS or equivalent regulatory processes - depth here is a bonus, not a bar.
Commercial instinct first: you naturally think about what's right for the merchant, and treat regulatory process as the framework you work within, not the starting point.
People leadership experience, ideally managing a team through casework quality, coaching, and performance - not just your own caseload.
A builder's mindset: excited to take a reactive queue and turn it into a proactive, insight-driven function, not just to run what already exists.
Sharp analytical instincts - able to spot patterns across cases and turn them into recommendations that change the product or process, not just close the ticket.
Strong judgement under pressure: comfortable owning difficult, high-stakes decisions on sensitive merchant cases and defending them to senior stakeholders and regulators alike.
Based in the UK and comfortable doing 4 days a week in the London office.

Обязанности

's Escalations team is the last line of defense for our merchants when things go wrong - and the first line of insight for what needs to change. As Customer Complaints Manager, you'll lead a team that handles formal merchant complaints and regulatory escalations, including cases referred to the Financial Ombudsman Service (FOS). But we're not hiring a caseworker - we're hiring someone to build what comes next: a team that catches problems before they become complaints, sets a genuinely high bar for how treats its most at-risk merchants, and feeds what it learns straight back into the business. You'll know the job is working when fewer cases need to escalate in the first place, and when Product, Support, and Risk are acting on what your team surfaces.
The person we're looking for treats FOS knowledge as a skill to build, not a gate to clear. What matters more is instinct: do you look at a complaint and ask "what's fair for this merchant?" before you ask "what does the regulator require?" That ordering is the difference between a complaints function that ticks boxes and one that actually earns trust back.
On a regular day as Customer Complaints Manager, you will:
Team Leadership: Lead and develop a team of four, setting clear priorities, coaching casework quality, and building a high-performing complaints and escalations function.
Formal Complaints & FOS Management: Own the end-to-end handling of formal merchant complaints and FOS-escalated cases, ensuring every response is timely, fair, well-evidenced, and compliant.
Proactive Critical Case Management: Build and lead the shift from reactive complaint handling to proactive case management - spotting cases at risk of escalating (repeated merchant contact, long resolution times, recurring themes) and intervening before they become formal complaints.
Quality Bar Ownership: Define and uphold 's standard for how critical merchant cases are handled, and hold the team to it consistently.
Root Cause & Feedback Loop: Turn complaints and critical case data into clear insight for the company - so the same issues stop recurring, not just get resolved faster.
Reporting & Governance: Report on complaints volumes, FOS outcomes, and emerging risks to senior leadership, and keep the team audit and regulatory-review ready at all times.

Условия

We trust you, so we offer flexible working hours, as long it suits both you and your team
Physical and mental health support through our partnership with GymPass giving free access to over 1,500 gyms in the UK, 1-1 therapy, meditation sessions, digital fitness and nutrition apps
Our company offers extended and improved maternity and paternity leave choices, giving employees more flexibility and support
Cycle-to-Work Scheme
Health and Life Insurance
Pension Scheme
25 days of Annual Leave (+ Bank Holidays)
Office snacks every day
Friendly, comfortable and informal office environment in Central London

Другое

was founded on a simple belief: local businesses deserve better.
They are the cafés, restaurants, salons, shops and entrepreneurs that bring character to our high streets, create jobs and keep communities moving. Yet for too long, financial services has made life harder for them - with clunky tools, poor support and complexity that gets in the way of running a business.
We’re building a financial platform for local businesses across Europe - one built around simple tools, thoughtful design and real human support. Our Members rely on us to help them run their business with confidence, and that responsibility shapes the way we work.
We move fast. We care about quality. We stay close to the detail. And we believe great performance and genuine hospitality should go hand in hand.
If you want to build meaningful products, solve real problems and make a genuine difference for local businesses, we’d love to hear from you
We are committed to creating an inclusive environment where everyone regardless of race, ethnicity, gender identity or expression, sexual orientation, age, disability, religion, or background can thrive and do their best work. We believe that a diverse team leads to better ideas, stronger outcomes, and a more supportive workplace for all.
If you require any reasonable adjustments at any stage of the recruitment process whether for interviews, assessments, or other parts of the application—we encourage you to let us know. We are committed to ensuring that every candidate has a fair and accessible experience with us.