About the role We’re on a mission to make affordable loans available to more people. Using the power of Open Banking, we have built state-of-the-art technology that allows us to look beyond traditional credit scores and offer fairer credit to people ignored by traditional lenders. We have two parts of our business. On the consumer side, we have Abound. Abound has proven that our approach works at scale, with over £300 million lent to-date. While other lenders only look at your credit score, we use Open Banking to look at the full picture – what you earn, how you spend, and what’s left at the end. On the B2B side, we have Render. Render is our award-winning software-as-a-service platform that allows Abound to make better, less risky lending decisions. And less risky decisions mean we can offer customers better rates than they can usually find elsewhere. We’re taking Render global so that more companies, from high-street banks to other fintechs, can offer affordable credit to their customers. We're looking for an experienced individual to fill the Complaints Specialist Role. This position requires an important balance of customer service, complaints handling and business sense as we focus on delivering the right outcomes for our customers based on their individual circumstances, always. You will be working alongside with our rapidly expanding team in our Milton Keynes office, this is a hybrid role requiring 3 days per week in our Milton Keynes office with flexibility on the other 2. There will also be a requirement to attend our central London office once a month (fully expensed). Who you are Experience: Minimum of 3-5 years’ experience in a complaint handling role within the financial services industry, preferably in lending. Knowledge: In-depth knowledge of FCA regulations, FOS processes, and other relevant UK financial regulations. Skills: Strong analytical, problem-solving, and decision-making skills, with the ability to handle complex complaints. Communication: Excellent written and verbal communication skills, with the ability to handle sensitive situations with tact and professionalism. Attention to Detail: High level of accuracy and attention to detail in documentation and analysis. What you'll be doing Complaint Handling: Manage and resolve customer complaints in a timely and effective manner, ensuring that all responses are accurate, clear, and comply with regulatory standards. Customer Communication: Act as the primary point of contact for escalated complaints, providing clear and empathetic communication to customers throughout the process. Regulatory Compliance: Ensure all complaint handling processes comply with FCA guidelines, the Financial Ombudsman Service (FOS) requirements, and other relevant regulations. Root Cause Analysis: Conduct detailed investigations into complaints, identifying trends and root causes, and providing feedback to relevant departments to improve service delivery. This involves coordinating responses from other departments such as underwriting and collections Reporting: Prepare regular reports on complaint trends, root cause analysis, and resolution times for senior management, highlighting areas for improvement. External Liaison: Coordinate with external bodies, such as the Financial Ombudsman Service, to manage and resolve complaints escalated beyond internal resolution processes. Internal reporting: Support complaints MI and escalate issues to senior management where needed Documentation: Maintain accurate records of all complaints, resolutions, and actions taken, ensuring these are logged appropriately in the company’s systems Others : supporting other business operations activities such as fraud handling and general customer queries What we offer Everyone owns a piece of the company - equity 25 days’ holiday a year, plus 8 bank holidays 2 paid volunteering days per year One month paid sabbatical after 4 years Employee loan Free gym membership Save up to 60% on an electric vehicle through our salary sacrifice scheme with Loveelectric Team wellness budget to be active together - set up a yoga class, a tennis lesson or go bouldering