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Funding Circle is a fintech platform helping UK small businesses access funding quickly using data-driven technology. The company operates with the agility of a startup combined with the stability of a public company.
As Complaints Manager, you will lead the day-to-day operations of the complaints team, managing a team of five complaints officers. Your responsibilities include setting clear performance expectations, conducting regular quality reviews, and developing your team through coaching and mentoring. You'll serve as the escalation point for complex, sensitive, or high-impact complaints, making fair, evidence-based decisions aligned with FCA DISP, GDPR, and FOS requirements.
Key duties include managing risk registers and risk tickets to proactively mitigate issues, developing and implementing complaints operations strategies and procedures, and partnering across the business to address recurring customer issues at their source. You'll identify and communicate complaint trends, emerging risks, and regulatory changes to senior stakeholders, and explore responsible AI applications throughout the complaint handling process.
The ideal candidate has experience managing complaints teams in fintech, banking, or financial services, with strong practical knowledge of FCA DISP and FOS complaints processes. You should have a proven track record of driving performance through coaching, using complaint data to identify trends and improve processes, and presenting insights confidently to stakeholders. Comfort with generative AI tools to enhance productivity and streamline tasks is valued.
The role is hybrid, based in London with 3 days in the office. Funding Circle offers competitive salary, flexible benefits allowance, private medical and dental, annual learning allowance, share schemes, and award-winning parental leave policies.
