Working with employers, we provide a financial wellbeing platform as an employee benefit, helping employees to understand their money better, get out of debt faster and save for their future. We already have a reach of over 4,000,000 employees through our relationships with over 600 of the biggest companies in the UK.
By improving employee financial wellbeing, we have a very real and meaningful impact on people’s lives. We remove the stress and worry associated with financial difficulties by dramatically reducing the interest rates employees pay on their personal debt, and provide them with the tools needed to start saving sooner and be more financially secure. We are backed by some of the biggest brands, including investments from Blenheim Chalcot (the UK’s leading venture builder), Legal and General (the FTSE 100 insurer and asset manager), Experian and Goldman Sachs, and funding partnerships with JP Morgan and Virgin Money.
Launched in 2015, we have made excellent progress, and are scaling fast. We are named BITC’s Responsible Business of Year 2018, included in KPMG’s Global Fintech 100, listed top of the Forbes' list of socially-responsible startups, and profiled by the Financial Times, the Times, the Wall Street Journal, the Guardian, the Telegraph, CityAM and the Institute of Directors.
Your role in our mission
As a Complaints Officer, you’ll play a key role in delivering exceptional service by handling customer complaints promptly and professionally. You’ll ensure customers feel heard, valued, and treated fairly while driving improvements across our business.
You’ll also take ownership of Financial Ombudsman Service (FOS) complaints, acting as a key point of contact during investigations and ensuring accurate, timely responses.
What you’ll do
1. Handle complaints efficiently, both in writing and over the phone, ensuring swift and fair resolutions.
2. Investigate issues thoroughly by working with internal teams to gather relevant information.
3. Act as a go-to escalation point for complex cases, supporting the wider Operations Team.
4. Take ownership of FOS complaints, liaising directly with the Ombudsman during investigations and providing clear, accurate, and timely responses.
5. Accurately document complaints to aid root cause analysis and identify patterns or areas for improvement.
6. Collaborate with internal stakeholders to help identify and implement changes that improve the customer experience.
7. Ensure adherence to quality assurance processes throughout complaint handling, maintaining high standards and compliance with internal policies and regulations.
About you
1. Previous experience handling complaints in financial services, technology, or employee benefits.
2. Familiarity with handling FOS complaints and liaising with external regulators.
3. Strong verbal and written communication skills, with the ability to explain complex information simply and clearly.
4. Confident working in a fast-paced environment, managing multiple priorities.
5. Familiarity with Excel and Google Workspace.
6. Knowledge of FCA rules, Treating Customers Fairly (TCF), GDPR, and other relevant regulations is a plus.
Who you are
We embrace our differences, but there’s one thing we like to share, which is our values, so it’s important to us that you are:
1. Fearless, and able to make the impossible possible.
2. Responsible, and want to help build a business that delivers a meaningful difference to society.
3. Dedicated and want to commit to an exciting journey even through the highs and lows.
4. Empathetic and truly care about every colleague and customer.
5. United, because you understand we achieve more when we work as a team.
6. Humble, and take feedback as a way to continuously improve.
What do you get for all your hard work?
1. 25 days holiday with an extra day off on your birthday.
2. Full remote role.
3. Generous company benefits to include pension and life assurance and an annual allowance to spend on medical insurance, health cash plan, denplan, gym memberships.
4. Enhanced policies that are family and pet friendly, to include company sick pay and peternity leave.
5. Great career development in a fast-paced environment.
6. Regular company socials.
7. Volunteer days as part of our CSR program.
8. More great perks to include weekly snacks, tuckshop, cycle to work, help to save and much more!
The typical interview process
1. Phone call with our Talent Manager - 20 mins.
2. Video interview with Hiring Manager - 30 mins.
3. Case Study to give you a taster of the role - 35 mins.
4. In person interview with Hiring Manager, Head of Department, Stakeholder, and/or Team - 60 mins.
We’re looking for people that will get stuck in and make a difference. We have a great collaborative, entrepreneurial team and are passionate about what we do. If you want to join a team that is changing people’s lives for the better then we’d love to hear from you.
Learn more at salaryfinance.com
Salary Finance is proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive work environment where all employees and applicants can flourish.
If there’s anything we can do to accommodate your specific situation, please let us know.
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