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Funding Circle is a fintech platform that uses data-driven technology to help UK small businesses access funding quickly. The company combines the agility of a startup with the stability of a public company, and has generated £7.2bn for the UK economy in the past year.
As a Complaints Officer in the Business Support team, you will manage and resolve a portfolio of customer complaints across Funding Circle's product suite. You will conduct thorough, end-to-end investigations into complaints, ensuring timely, fair, and compliant outcomes aligned with FCA regulatory requirements and internal policy. You will draft high-quality, professional, and empathetic final response letters for complex and escalated complaints, and provide agent feedback to upskill staff. You will maintain accurate case records in Salesforce while adhering to 8-week regulatory deadlines.
The role is hybrid, based in London, requiring 3 days in the office. Funding Circle is a Sunday Times Best Companies to Work For 2026 employer offering flexibility-first working, private medical and dental, annual learning allowance, life assurance, share schemes, electric car and cycle-to-work schemes, and award-winning parental leave policies.
REQUIREMENTS:
- 1 year of complaint handling experience, ideally within financial services
- Strong understanding of FCA complaint handling processes and timelines
- Demonstrable experience resolving complaints verbally and in writing
- Ability to communicate complex financial product and service information to customers
- Ability to proactively identify and use Generative AI tools to streamline tasks and improve productivity
- Confident use of approved AI tools safely and effectively
