Customer Support Complaints Executive
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Job Description
Complaints Handler investigating and resolving regulated customer complaints for Chip’s savings, investment and pension wealth app. Ensuring fair outcomes and FCA-compliant responses.
Responsibilities:
- Manage a portfolio of customer complaints from allocation through resolution
- Identify and address all complaint points
- Conduct fair, thorough and proportionate investigations using customer, account and transaction information
- Review policies, terms and conditions, customer communications and internal records
- Assess financial loss, inconvenience, distress or detriment
- Identify remedial action, including corrections, explanations, apologies and compensation where appropriate
- Draft clear and professional complaint responses within regulatory and internal timescales
- Escalate complex, high-risk or potentially systemic complaints
- Handle complaints in accordance with FCA requirements and the firm's complaints policy
- Maintain understanding of DISP requirements and the Financial Ombudsman Service process
- Identify Consumer Duty, conduct, vulnerability and financial difficulty issues
- Maintain accurate complaint records for regulatory reporting and audits
- Provide empathetic, jargon-free explanations and take ownership of customer outcomes
- Identify opportunities to improve customer outcomes and reduce repeat complaints
Requirements:
- Previous experience within complaints, customer service, financial services, banking, fintech or a regulated environment
- Strong written and verbal communication skills
- Excellent attention to detail
- Ability to investigate information objectively and reach fair, evidence-based conclusions
- Ability to manage multiple complaints and competing deadlines
- Strong organisational and time-management skills
- Ability to interpret policies, procedures and financial product terms and conditions
- Confidence dealing with challenging or escalated customers
- Strong analytical and problem-solving skills
- Ability to work independently while knowing when to seek guidance or escalate
- Strong computer literacy and confidence working across multiple systems
- Experience handling regulated financial services complaints
- Knowledge of FCA DISP requirements
- Understanding of Consumer Duty and good customer outcome principles
- Experience working within a fintech or digital banking environment
- Experience handling complaints involving savings, ISAs, payments, investments or other financial products
Benefits:
- Discretionary Performance-Related Annual Bonus
- Workplace pension scheme with 5% contribution on earnings up to £28,000
- Private medical insurance with medical history disregarded
- Employee Assistance Programme
- Cycle to work scheme
- Season ticket loan
- Free ChipX subscription for UK-based employees
- Flexible working arrangements
- 28 days holiday plus bank holidays, plus the days between Christmas and New Year
- Annual training budget for courses, workshops, or conferences
- £30 per month Chip Fitness Benefit
- Company laptop
- Opportunity to have a huge impact on the product and fast-track knowledge, responsibility and skills
- Work from anywhere outside the UK for up to 90 days
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