Complaints Associate Department: Operations Employment Type: Permanent - Full Time Location: London Description London-based Freetrade’s mission is to become the default place to invest. Investing has been too complicated and expensive for too long, keeping millions from making the most of their savings. We’re changing that. We’re building our team and looking for people who are excited to reshape how our customers invest and grow their wealth. If you’re driven by solving complex problems and building innovative products, you’ll fit right in. 2025 is a big year for us. In January, we announced a game changing deal to become part of the IG Group. We’ll continue to operate as an independent business while gaining access to the resources and support of an established leader in the space. This year, we’re accelerating our roadmap and taking our products to the next level. We’re building new features like mutual funds, bonds, and family investment tools. We’re also exploring how we can leverage AI to deliver an even better experience for our customers. We are seeking an exceptional Complaints Handler to join our team within the Customer Operations function. This entry-level role in our Complaints Team will support our commitment to maintaining a robust complaints response system, as required by the FCA. Key Responsibilities & Duties Receive and manage customer complaints. Accurately document and categorise complaints in our internal system. Investigate issues by gathering necessary information and collaborating with relevant departments. Provide timely updates to customers regarding the status of their complaints. Escalate complex issues to senior team members as necessary. Identify recurring issues and contribute to developing strategies for process improvements. Uphold company policies and procedures, ensuring compliance with regulatory standards. Assist in creating and maintaining feedback loops with relevant internal departments to drive service improvements. Skills Knowledge & Career Progression We are looking for you, if You are a motivated, detail-oriented, and proactive Entry-Level Complaints Handler. You have proficiency in English with strong written communication skills. You may have experience with Intercom and Google Suite tools (beneficial but not required). You have at least 1-2 years of experience handling customer complaints, ideally in a financially regulated environment; alternatively, 3-4 years of customer service experience with a focus on complex requests and issue investigation. You do not need specific professional qualifications, as this is an entry-level role. Career Progression Opportunities Potential growth within the Complaints Team to roles such as Complaints Specialist or Senior Complaints Specialist Opportunity to explore and transition into other areas within Freetrade, with career development support to achieve individual goals Logistics & Benefits Freetrade is the place to accelerate your career. Our benefits package and ways of working are designed to attract and retain the most talented people who are dedicated to making an impact at Freetrade. Here’s what’s on offer in 2025: Office first culture - we have beautiful office spaces in central London and Budapest where four days a week you collaborate with colleagues in person, one of our core behaviours is that we’re a team that works better together. Values - at Freetrade we live and breathe our values: Honesty, Focus and Grit. Expect to be asked about these in your interview Benefits In London: Competitive salary – carefully benchmarked. Holidays – 25 days plus UK public holidays. Your birthday off, plus one extra day for every year at Freetrade. Enhanced pension – We’ll match your contributions up to 5%. Group Life Insurance – Protect your loved ones with coverage at 5x your salary, ensuring financial security in any circumstance. Private Health Insurance - Which includes access to high quality medical care, mental health support, dental and vision plans, Wellness programs and preventative care initiatives are also provided to ensure the wellbeing of your entire family. Income Protection Cover – Safeguard your income with comprehensive coverage, ensuring financial stability in the event of illness or injury. Enhanced parental leave – Time off when it matters most. Flexibility for those who need it – We’re office-first, but life happens. Whether you’re a parent or have care responsibilities, we focus on output and trust you to manage your time. Learning & Development – We fund industry qualifications so you can grow as a financial services professional. Cycle to Work scheme – Get a high quality bike and gear through our salary sacrifice scheme, spreading the cost with tax free monthly installments. Paid Sick Leave – Receive 10 days of fully paid sick leave each calendar year. Following the close of the deal to become part of IG Group, you can expect that our benefits package will further improve to align with the benefits on offer. Interview Process We keep things simple and transparent. Our process typically includes: Initial interview – A chat with one of our Talent Specialists. Take-Home Task – Show us how you think and solve problems. Hiring Manager interview – A deep dive into your skills and experience. Executive interview – A conversation with our stakeholders, where we also assess cultural fit. We are an Equal Opportunity employer committed to a diverse and representative team. Whatever your race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability - we want to hear from you. We're very open about what we're working on, and the best places to learn more are our buzzing community forum and our blog. To find out more about how we look after your personal data when you apply for a job with us, please see our Recruitment Privacy Policy here. Please note we are not accepting agency CVs.