Complaints Officer London, England
Job description
About Salary Finance
Working with employers, we provide a financial wellbeing platform as an employee benefit, helping employees to understand their money better, get out of debt faster and save for their future. We already have a reach of over 4,000,000 employees through our relationships with over 600 of the biggest companies in the UK.
By improving employee financial wellbeing, we have a very real and meaningful impact on people's lives. We remove the stress and worry associated with financial difficulties by dramatically reducing the interest rates employees pay on their personal debt, and provide them with the tools needed to start saving sooner and be more financially secure. We are backed by some of the biggest brands, including investments from Blenheim Chalcot (the UK's leading venture builder), Legal and General (the FTSE 100 insurer and asset manager), Experian and Goldman Sacs, and funding partnerships with JP Morgan and Virgin Money.
Launched in 2015, we have made excellent progress, and are scaling fast. We are named BITC's Responsible Business of Year 2018, included in KPMG's Global Fintech 100, listed top of the Forbes' list of socially-responsible startups, and profiled by the Financial Times, the Times, the Wall Street Journal, the Guardian, the Telegraph, CityAM and the Institute of Directors.
What you'll do
- Respond to customer complaints, in writing or over the phone swiftly and effectively.
- Investigate complex issues by liaising with internal teams to obtain the necessary information to enable you to understand and resolve customer complaints.
- Act as an escalation point within the wider Operations Team to support more complex cases and mitigate the need for escalation to a complaint.
- Accurately record information to support root cause analysis of complaints you have handled.
- Liaise and work with the relevant internal stakeholders to support continuous improvement within the business.
Who you are
We embrace our differences but there's one thing we like to share our values, so it's important to us you are:
- fearless, and able to make the impossible possible.
- responsible, and want to help build a business that delivers a meaningful difference to society.
- dedicated and want to commit to an exciting journey even through the highs and lows.
- empathetic and truly care about every colleague and customer.
- united, because you understand we achieve more when we work as a team.
- humble, and take feedback as a way to continuously improve.
You also:
- Have complaints experience in a financial services, technology or employee benefits company.
- Put the customer at the heart of what you do.
- Are passionate about technology and social impact and want to help build a business that delivers a meaningful difference to society.
- Are resilient, empathetic, collaborative, detail-oriented, and self-motivated with excellent organisational, time and project management skills.
- Delight in solving problems for customers, going above and beyond to treat customers fairly and leave them feeling valued.
- Enjoy interacting with customers both over the phone and by email.
- Love to get involved – be it in solving a specific issue for a customer at a point in time or driving changes through to help us make our product better.
- Experience working with Excel and G Suite products
- Are confident and flexible, with the ability to handle a fast-moving environment, interacting with a wide range of people.
- Have excellent communication skills and are capable of presenting complex details, concepts and information in an easy to understand format.
- Have an interest in working for a dynamic FinTech scaleup.
Awesome if
- You have experience working in a regulated environment.
- You are familiar with CRM systems.
- You are familiar with the applicable rules and guidance of the Financial Conduct Authority Consumer Credit Sourcebook (CONC)
- You have knowledge of TCF, the Data Protection Act/GDPR, CCA and Anti Money Laundering procedures.
What's in it for you?
- Company bonus scheme
- 25 days holiday with an extra day off on your birthday
- Hybrid working arrangements so you can work from the office and from home with a budget to help you get set up
- Generous company benefits to include pension and life assurance and an annual allowance to spend on medical insurance, health cash plan, denplan, gym memberships
- Enhanced policies that are family and pet friendly, to include company sick pay and Peternity leave
- Annual personal learning budget
- Great career development in a fast paced environment
- Regular company socials (post covid, although we've got quite good at virtual ones too!)
- Volunteer days as part of our CSR program
- Being part of a collaborative and entrepreneurial team working in our brand new, purpose-built offices at Scale Space, White City
- Being part of a community of Blenheim Chalcot-backed fintech growth businesses including ClearScore, Liberis, Kodoo and Modulr, with opportunities to share and learn together
- More great perks to include complimentary fresh fruit weekly, cycle to work, help to save and much more!
We're looking for people that will get stuck in and make a difference. We have a great collaborative, entrepreneurial team and are passionate about what we do. If you want to join a team that is changing people's lives for the better then we'd love to hear from you.
Learn more at salaryfinance.com
Salary Finance is proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive work environment where all employees and applicants can flourish.
