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Salary: EUR 2,060 - 3,100 / annual
GoCardless is a global bank payment company processing US$130bn+ annually across 30+ countries. The company provides Direct Debit, real-time payments, and open banking solutions to over 100,000 businesses, with AI-powered tools for payment success and fraud reduction.
You will join the Merchant Operations Group as a Complaints Specialist, handling complex customer issues across the UK, Europe, Australia, New Zealand, and North America. This role combines customer service excellence with regulatory compliance and process improvement.
Key responsibilities include:
- Resolving complex complaints via phone and email with empathy and clear communication
- Conducting thorough investigations to provide fair, compliant, and well-reasoned responses
- Managing complaints through the Financial Ombudsman Service (FOS) process
- De-escalating tense situations with tact and resilience
- Taking end-to-end ownership of cases while adhering to FCA regulations
- Analyzing complaint data to identify trends and drive process improvements
- Supporting team members by sharing knowledge on complex cases
- Collaborating cross-functionally to enhance service standards and operational processes
- Maintaining precise complaint logging and high reporting standards
Required qualifications:
- 3+ years of complaints handling experience in an FCA-regulated environment
- Practical experience managing cases through the Financial Ombudsman Service
- Excellent written and verbal communication skills in English
- Meticulous attention to detail and commitment to task completion
- Proactive, adaptable problem-solving mindset with ownership mentality
- Continuous improvement focus with root-cause analysis capability
The role offers adaptive working arrangements, generous holiday allowance, learning budget, parental leave, wellbeing support, and a work-away scheme allowing up to 90 days abroad annually.
