Complaints Officer, Funding Circle
£34k
3 days a week in office
Business finance that backs you and your business to succeed
Job no longer available
Business finance that backs you and your business to succeed
501-1000 employees
Job no longer available
£34k
3 days a week in office
501-1000 employees
Company mission
We are on a mission to build the place where small businesses go to get the funding they need to win
Role
Who you are
- We’re looking for someone who thrives on solving complex problems and is experienced in managing customer complaints
- You’ll need to be detail-oriented, highly organised, and able to navigate challenging situations with professionalism and empathy
- At least 1 year of experience in a Complaints role, preferably within Financial Services
- Proven experience handling complex and challenging customer complaints with excellent customer service skills
- Strong attention to detail, organisational skills, and the ability to follow procedures
- Experience working with the Financial Ombudsman Service or relevant regulatory bodies
- Excellent verbal communication skills and strong written abilities
What the job involves
- We are looking for a Complaints Officer in our Business Support team
- This role sits in our Complaints team who play a vital role in ensuring that all customer complaints; whether from Investors or Borrowers, are handled fairly, promptly, and in line with regulatory requirements
- Working collaboratively with other business areas and providing actionable feedback will be key to your success in this role
- Provide the best customer experience when handling customer’s complaints in writing and over the phone
- Support Root Cause Analysis and internal feedback loops to mitigate future customer problems
- Investigate and respond to various complex complaints and give the customer the right outcome
- Manage a caseload of customer complaints including Financial Ombudsman Service (FOS) escalated complaints within tight deadlines
- Proactively problem solving, identifying and confidently mitigating any risks, issues or control weaknesses that arise in your day-to-day
Salary benchmarks
Our take
Funding Circle launched in 2010 and it was the perfect time in the market. After the financial crisis in 2008, financial institutions were hesitant to lend money. Loans to SMEs were at record lows.
This meant that Funding Circle's innovative platform - connecting investors and businesses directly - had immediate product-market fit and growth. Funding Circle remains incredibly focused on small businesses, and this set it apart from other lending platforms. The business has since expanded to the USA.
The company completed its IPO in September 2018 in a challenging economic environment in Europe and the USA. In 2020, however, trading in the group’s core UK market was helped by its participation in the government’s Coronavirus Business Interruption Loan Scheme – the company says it has been responsible for a quarter of CBILS loans by volume since it was accredited to join the scheme in April 2020. Funding Circle continues to be a leading SME financing platform, exemplified by its partnership with Bayview Asset Management, with whom it has surpassed £1 billion in funding for its Term Lending product.
Kirsty
Company Specialist at Welcome to the Jungle
Meet the team
Genn, Head of New Channel Growth (FlexiPay)
Insights
Company
Employee endorsements
Focus on employee wellbeing
"We've moved to a hybrid way of working at FC. We have lots of employee benefits, from lunch budgets (Just Eat), to retail discounts, gym/health..."
Funding (last 2 of 7 rounds)
Jan 2017
$105.2m
SERIES F
Apr 2015
$150m
SERIES E
Total funding: $377.7m
Company benefits
- Annual learning budget
- Private Health insurance covering pre-existing conditions
- 5% Matched Pension
- 25 days holiday (excl. bank holidays)
- Access to Wellhub (formally Gym Pass)
- Dental Insurance
- Just Eat for Business allowance when in the office
- Enhanced parental and adoption leave
Company values
- Think smart
- Obsess over the customer
- Make it happen
- Be open
- Stand together
- Live the adventure
Company HQ
City of London, London, UK
Articles
Leadership
Lisa Jacobs
(CEO)Lisa is responsible for driving the company’s strategy and overseeing Funding Circle's operations in the UK and US.
Diversity, Equity & Inclusion at Funding Circle
Victoria Bradford-Hall (VP, People)
- At Funding Circle, we are on a mission to back small businesses like no other company has ever done before. To succeed, we need a team that reflects the diverse world of the customers we support. We are building a place where everyone truly feels they belong. We know our success is rooted in a culture where every Circler - regardless of background, identity, or experience - has the confidence to bring their whole self to work. In our fast-moving environment, we don't just "accept" diversity; we actively seek it out to help us spot opportunities and find a better way. We measure our success not just by what we achieve individually, but by the impact we have on others. Even if your past experience does not align perfectly with every requirement, we would still love to hear from you.
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