Complaints Handler, GoCardless
£32-48k
Plus equity. Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point (£32,000-£40,000) of the pay range until performance can be assessed in role.
1+ day a week in office
Making payments easier for everyone
Be an early applicant
Making payments easier for everyone
501-1000 employees
Be an early applicant
£32-48k
Plus equity. Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point (£32,000-£40,000) of the pay range until performance can be assessed in role.
1+ day a week in office
501-1000 employees
Company mission
To become the world’s bank payment network.
Role
Who you are
- 2+ years of complaints handling experience within an FCA-regulated environment
- Practical experience managing cases through the Financial Ombudsman Service (FOS)
- A continuous improvement mindset, focused on root-cause analysis
- A passion for problem-solving and securing the optimal outcome
- Excellent written and verbal communication skills in English
- Meticulous attention to detail and a commitment to seeing tasks through to completion
- The ability to provide a great customer experience via both phone and email
- A proactive, adaptable problem-solver who takes ownership
- And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, we encourage you to apply!
What the job involves
- We're looking for a sharp and empathetic Complaints Handler to join our team. We pride ourselves on listening to our users and resolving their issues. We know that sometimes things don't go as planned, and we need a handler who is a skilled problem-solver, investigator, and communicator
- You'll work with our merchants across the UK, Europe, Australia, New Zealand, and North America to resolve complex issues and provide a world-class service
- As part of our Merchant Operations Group, you will play a key role in managing complaint handling across the business. If you thrive in a fast-paced environment where the work is varied and consistently challenging, this is the role for you
- Providing exceptional customer service and clear communication to complainants via phone and email
- Demonstrating a proactive drive to resolve complex and challenging queries
- Acting as a subject matter expert on complaints, ensuring positive outcomes for our merchants
- De-escalating tense customer situations with tact and resilience
- Conducting thorough investigations to provide fair, compliant and well-reasoned responses
- Supporting team members by sharing knowledge and guidance on complex cases
- Taking end-to-end ownership of complaints, ensuring adherence to internal policy and FCA regulations
- Analysing complaint data to identify trends and drive process improvements
- Managing the complaints inbox with precision, ensuring accurate logging and high reporting standards
- Collaborating cross-functionally to enhance our service standards and operational processes
Our take
GoCardless has emerged to facilitate recurring payments, with a focus on streamlining the subscription economy. After securing $75M in 2019 for international expansion, the company now operates in over 30 countries, processing over $130B annually across more than 2500 for 100,000 businesses.
Recent advancements include the acquisition of Nordigen in 2022, enabling GoCardless to leverage OpenBanking functionality and establish a robust platform for direct bank-to-bank payments. The company also achieved an impressive $312 million in Series G funding in 2022. With a strategic eye on the future, GoCardless introduced GC Embed, a white-labeling product granting other payment providers access to its premier bank payment platform.
This success is underscored by the company's commitment to innovation, exemplified by its 2019 partnership with TransferWise, integrating foreign exchange rates into its services. GoCardless continues to evolve, navigating the complex landscape of recurring payments and staying ahead of competitors like Stripe and Square, who are beginning to enter the subscription economy. With a global footprint spanning the UK, France, the US, Ireland, Latvia, Portugal, and ANZ, GoCardless remains at the forefront of reshaping how businesses manage and process recurring payments on a massive scale.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 10 rounds)
Feb 2022
$312m
SERIES G
Feb 2021
$105m
SERIES F
Total funding: $634.5m
Company benefits
- Enhanced maternity, paternity and shared parental pay
- 27 days holiday (excl. bank holidays)
- Work-away scheme
- Health insurance
- 4 additional wellbeing days off per year
- Equity grant for all permanent employees
Company values
- Start With Why: We believe you can only do a job properly when you know why you are doing it. Understanding why we care about the problem motivates us to keep going until we’ve solved it
- Make it Happen: We work with urgency, and take personal accountability for getting things done in pursuit of our vision.
- Care Deeply: We care deeply about our impact on the world and those around us
- Act with Integrity: We do what’s right even when no one is watching. We don't see doing the right things as a choice — we act with integrity regardless of the cost
- Be Humble: We act without ego and don’t let excuses get in the way of achieving our goals. We believe life's too short for self-importance
Company HQ
Clerkenwell, London, UK
Articles
Leadership
Hiroki Takeuchi
(Co-Founder & CEO)Hiroki and Matt met when they were consultants. They started GoCardless during Y Combinator. Hiroki was previously a Business Analyst at McKinsey & Company.
Matt Robinson
(Co-Founder & Board Member)Started company supplying waiters to events while at school, before joining McKinsey. Founded Nested Estate Agents in 2015 where they currently serve as CEO.
People progressing
Beccy joined GoCardless as a Sales Development Representative in May 2018 and has since had 3 promotions to become Senior Manager.
Steph joined GoCardless as an Intern in the Compliance team 4 years ago and she's now the Manager of the team.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
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Diversity, Equity & Inclusion at GoCardless
Lena Tailor (Director of D&I)
- Given the large number of hires we have been making in recent months, we have continuously reviewed both our hiring processes and channels to eliminate bias. We’ve introduced programs that attract diverse talent and we continuously seek to create hiring experiences that are fair, transparent and accessible by all
- We are working on creating a transparent framework for how we grow and develop talent in a scaling organisation. This will include bringing more clarity on internal career opportunities and provide clear expectations on the behaviours we want to see aligned to our values and commitment to building an inclusive organisation
- We have introduced systematic processes to help ensure compensation decisions are data-driven, fair and competitive. We have also invested in Reward capability and expertise to ensure we bring pay equity into every step of the employee journey
- Thanks to these employee-led groups we have been able to further our efforts in voluntary diversity data collection this year, to develop support for parents and carers, offer community mentoring opportunities in partnership with Career Accelerator, help to raise awareness and empathy during significant events of the past year, and importantly, offer more employees a community of people with whom they share experiences and interests
- To strengthen our commitment to D&I we have recently appointed our first Director of Diversity & Inclusion, an experienced culture change leader, which will allow us to have a more strategic and systematic approach to building a diverse and inclusive organisation for the long term and as we scale
- The Director will work with the executive team and ERGs to define clear D&I targets that GoCardless will commit to achieving over the next three years, and to develop a structured roadmap of initiatives aligned with those targets
- This will create greater clarity and accountability across the entire organisation on D&I progress
- We’ve got a long way to go, but here’s how we’re doing as of June 2022 - Female Employees - 46% - Ethnic background - 32% - Identify as LGBTQIA - 10% - Neurodivergent - 9%
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