Employer: eFinancialCareers
Salary:
Date Added: 23/12/2023
The role
We are looking for a Complaints Officer
The Complaints Team responds to all customer complaints within Funding Circle, including from both Investors and Borrowers. As we grow, we’re looking to expand our Complaints Team, to help us investigate and resolve customer complaints promptly, and in a way that is thorough and fair to our customers. You will get the opportunity to work with other departments to resolve complaints, which means teamwork is a necessity as is an inquisitive mind and a drive to do the right thing.
Who are we?
Our mission is to build the place where small businesses get the funding they need to win.
We do this by uniting cutting-edge data and technology to deliver an unbeatable customer experience. With a decade of expertise under our belt, we’ve built a game-changer of a platform that’s reshaping the landscape of SME lending. Say goodbye to lengthy applications and hello to lightning-fast decisions! In just minutes, SMEs across the UK can get an instant decision, giving them access to affordable funding in a flash.
99% of businesses are small businesses! And in most cases aren’t given the finance they need to grow. We’re here to change that because the world needs small business.
Want to learn more?
- We have a huge impact on the businesses that borrow through our platform, the communities they serve and the overall economy (last year £6.9bn of GDP generated). You can read our full Impact Report here: https://uk/impact
- To see what our customers think, visit our Trustpilot page: https://review/fundingcircle.com
- And we’re still evolving! With over a decade leading the industry with our award winning core loans offering we are now well on our way to solving more SME finance challenges transforming into a multi-product lending platform.
What will you be doing?
- Effectively communicate with the complainant via telephone and/ or email
- Thoroughly investigate and resolve all complaints within the UK business
- Adhere to Funding Circle’s policies and procedures along with the FCA regulations
- Seek to improve processes by identifying complaints and other customer feedback trends
- Work with all frontline teams to identify root causes and solutions to support the first point of contact complaint resolution
- Act as a Complaints specialist, providing support and advice to frontline teams
- Proactively problem solving, identifying and confidently mitigating any risks, issues or control weaknesses that arise in your day-to-day
What we’re looking for
The ideal candidate will have experience resolving complex customer complaints and have an aptitude for investigating, analysing, and problem-solving. You’ll work closely with other business areas, alongside other complaints officers, to get to the root causes of the complaints and provide the right outcomes, and feedback where necessary.
- Experienced in a complaints officer role/capacity (ideally within Financial Services)
- Experienced in handling challenging and complex situations with proven customer service skills
- Excellent attention to detail and organisational skills and ability to follow procedures
- Experienced in dealing with the Financial Ombudsman Service or relevant regulatory body
- Able to demonstrate an excellent telephone manner along with strong written skills
At Funding Circle, we celebrate and support the differences that make you, you. We’re proud to be an equal-opportunity workplace and affirmative-action employer. We truly believe that diversity makes us better .
Why join us?
Our Circler proposition is designed to support employees both in and out of work, and it is anchored around four pillars: Health, Wealth, Development & Lifestyle.
We offer hybrid working, with a blend of 2-3 days either in the office or at home. When you’re in the office you can take advantage of our free barista and subsidised lunches through JustEat and we will help support your home working set-up. We support flexible working arrangements so please speak to our recruitment team if this is something you’d like to learn more about.
A few highlights:
- Health: Private Medical Insurance through Aviva, Dental Insurance through Bupa, MediCash, free access to online therapy sessions via Spill and exclusive discounts with Hertility for reproductive health support.
- Wealth: Octopus Money Coach, free mortgage advisor partnership and discounts across numerous retailers through Perks at Work.
- Development: Learning allowance and full access to LinkedIn Learning.
- Lifestyle: Gympass, Electric Car Scheme and more!
And finally, we have enhanced all of our parental leave policies – we actually won the AltFi Award for Diversity, Equity and Inclusion Initiative of the Year 2022 for our Partner Leave policy. You can read more here: https://article/10158_the-altfi-awards-2022-here-are-the-winners
Research shows that some people are less likely to apply to jobs unless they meet every single criteria. At Funding Circle we are committed to building diverse teams so please apply even if your past experience doesn’t align perfectly with the requirements. You might just be the perfect addition to the team!
Want to Build The Incredible? We’d love to hear from you.
Application Deadline: 03/02/2024
Contract Type: Permanent
Submitted Applications: 0