Complaints Specialist at GoCardless

📋 Description

• Provide exceptional customer service and clear communication via phone and email.
• Proactively resolve complex, challenging queries.
• Act as a subject-matter expert on complaints, ensuring positive merchant outcomes.
• De-escalate tense customer situations with tact and resilience.
• Conduct thorough investigations to provide fair, compliant responses.
• Own end-to-end complaints, ensuring policy and FCA compliance.

🎯 Requirements

• 3+ years of complaints handling in FCA-regulated environment.
• Experience managing cases through the Financial Ombudsman Service (FOS).
• Continuous improvement mindset focused on root-cause analysis.
• Passion for problem-solving and securing optimal outcomes.
• Excellent written and verbal English communication.
• Meticulous attention to detail and task completion.
• Ability to provide great customer experience via phone and email.

🎁 Benefits

• Base salary range: £32,000 - £48,000.
• Hybrid Working: in-office days flexible by team.
• Wellbeing: medical cover and support.
• Work Away Scheme: up to 90 days remote per year.
• Equity: equity for permanent employees.
• Time off: annual holiday leave, volunteer and wellness days.