Customer Support Specialist - Complaints

📋 Description

• Manage escalated case communications with empathy, clarity, and speed.
• Central contact; escalate tickets to Product/Engineering/Finance.
• Maintain records of complaints and monthly visibility reports.
• Analyse cases to identify gaps and drive process improvements.
• Hold teams accountable for follow-ups and document learnings.
• Mentor teammates in customer comms, de-escalation, and regulatory docs.

🎯 Requirements

• Direct experience managing complaints in regulated financial services; FCA guidelines.
• Strong communication; explain regulatory or technical issues clearly to customers.
• Resilient, problem-solving mindset for escalations.
• Excellent time management to meet regulatory deadlines.
• Experience with support tools and customer-facing operations.

🎁 Benefits

• Pleo card for no out-of-pocket spending.
• Lunch provided or lunch allowance depending on location.
• Private healthcare options (Vitality/Alan/Médis) depending on location.
• 25 days holiday + public holidays.
• Hybrid and fully remote working options.
• Option to buy 5 additional holiday days via salary sacrifice.