Complaints Officer

<h2><strong>We’re on a mission to back the UK’s small businesses like no one else</strong> 🚀</h2><p style="min-height:1.5em">Small businesses are the backbone of the economy, and we’re here to help them win. We’ve built a platform that uses clever data to get them the funding they need in minutes, not weeks.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em">At Funding Circle, we have the restless energy of a fintech start-up with the stability of a public company. It’s a unique mix that gives Circlers the autonomy to take ownership and the scale to make an impact that truly counts.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em">We’re a high-performing team that chooses to lift each other up. We challenge, we champion, and we have each other’s backs - because we know that when we stand together, we move faster and build better.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>The impact is real:</strong> Last year alone, the businesses on our platform generated £7.2bn for the UK economy 📈 <strong>Come and join a mission that matters!</strong></p><p style="min-height:1.5em">[<a target="_blank" rel="noopener noreferrer nofollow" href="https://www.fundingcircle.com/uk/impact"><u>Read our Impact Report</u></a>] | [<a target="_blank" rel="noopener noreferrer nofollow" href="https://uk.trustpilot.com/review/fundingcircle.com"><u>See our Trustpilot</u></a>]</p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>The role </strong>⚡</p><p style="min-height:1.5em">📍 London (Hybrid) | 🤝 3 days in the office | 💰 Competitive Salary + Benefits</p><p style="min-height:1.5em"></p><p style="min-height:1.5em">We are looking for a Complaints Officer in our Business Support team.</p><div style="min-height:1.2em;margin-top:0px;margin-bottom:0px"> </div><p style="min-height:1.5em">At Funding Circle, our Complaints Team plays a vital role in ensuring that all customer complaints are handled fairly, and line with regulatory requirements. In this role, as a Complaints Officer, you will have the opportunity to collaborate with various departments across the business to resolve complaints relating to our multi-suite of products.</p><p style="min-height:1.5em"></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Manage and resolve a portfolio of complaints across the business to a high standard, and within regulatory timeframes.</p></li><li><p style="min-height:1.5em">Conduct thorough, end-to-end investigations into complaints, ensuring timely, fair, and compliant outcomes in line with regulatory requirements and internal policy.</p></li><li><p style="min-height:1.5em">Draft high-quality, professional, and empathetic final response letters for complex and escalated complaints, as well as agent feedback with the aim to upskill and empower staff.</p></li><li><p style="min-height:1.5em">Maintain accurate records of case progress, outcomes, and root causes within Salesforce while ensuring adherence to 8-week deadlines.</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>What we’re looking for </strong>🌱</p><p style="min-height:1.5em"></p><p style="min-height:1.5em">We value deep expertise,