Complaints Officer

Applied Intuition Inc.; Cardiff; Hybrid; GBP 25,000 - GBP 35,000; Full time

Job summary

A prominent fintech company in Cardiff is seeking a Customer Complaint Handler to manage and resolve customer complaints through telephone, email, and letter. The ideal candidate will have demonstrable experience in a customer-focused financial services environment, strong communication skills, and an understanding of FCA regulations. The position offers a hybrid work model with generous perks including private healthcare, a 28-day holiday allowance, and continuous learning opportunities.

Benefits

Private Healthcare including dental and opticians services

Worldwide travel insurance

Anniversary Rewards (£250, £500, £750)

Salary Sacrifice Pension Scheme up to 7% match

28 days holiday (plus bank holidays)

Annual Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

6 free therapy sessions per year

Qualifications

• Demonstrable experience handling complaints in a busy, customer-focused financial services environment.
• Experience working within FCA regulations and Financial Ombudsman Services.
• A strong work ethic with a passion for improving customer satisfaction.

Responsibilities

• Deliver friendly and helpful customer service via phone or written communication.
• Take full ownership of complaints, keeping customers informed throughout the process.
• Write clear response letters, explaining findings and educating customers on our services.

Skills

Strong verbal and written communication skills

Attention to detail

Experience handling complaints

Self-motivated and independent work

Understanding of FCA regulations

Job description

Overview

We’re Capital on Tap 👋💳 Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.

📍 Cardiff | 🏢 3 days in office, 2 from home (Fully office-based for the first 3 months)

Complaints Team

In this dynamic and challenging role, you will report to the Complaints Manager and be an integral part of a busy team, managing and resolving customer complaints across multiple channels, including telephone, email, and letter.

What You’ll Be Doing

• Deliver friendly and helpful customer service via phone or written communication.
• Take full ownership of complaints, keeping customers informed throughout the process.
• Understand our business and products, collaborating with teams for quick service.
• Ensure complaints comply with FCA guidelines and relevant laws.
• Write clear response letters, explaining findings and educating customers on our services.
• Lead initiatives to improve complaint handling, ensuring successful implementation.
• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.
• Demonstrable experience handling complaints in a busy, customer-focused financial services environment.
• Experience working within FCA regulations and Financial Ombudsman Services.
• Strong verbal and written communication skills, with the ability to meet regulatory deadlines.
• A self-motivated individual that is able to work independently.
• Strong attention to detail.
• A strong work ethic with a passion for improving customer satisfaction.

We encourage you to apply even if you don’t have every listed skill. We value potential and growth.

Stage Process

• Stage 1: 30-minute intro and values call with Talent Partner (Video call).
• Stage 2: Final stage: Task to be completed prior to a one hour in-person interview.

Diversity & Inclusion

🌈 We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Perks & Benefits

• Private Healthcare including dental and opticians services through Vitality
• Worldwide travel insurance through Vitality
• Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
• Salary Sacrifice Pension Scheme up to 7% match
• Octopus EV Salary Sacrifice Scheme
• 28 days holiday (plus bank holidays)
• Annual Learning and Wellbeing Budget
• Enhanced Parental Leave
• Cycle to Work Scheme
• Season Ticket Loan
• 6 free therapy sessions per year
• Dog Friendly Offices
• Free drinks and snacks in our offices

Excited to work here? If you’d like to progress your career within our fast growing, profitable fintech, click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days).

Additional

This role is based in our Cardiff office.

Rehabilitation of Offenders Act 1974: We comply with legal requirements and welcome applicants with criminal records where appropriate for the role.