Complaints Officer, Funding Circle
£32-33k
2-3 days a week in office
Business finance that backs you and your business to succeed
Be an early applicant
Business finance that backs you and your business to succeed
1001+ employees
Be an early applicant
£32-33k
2-3 days a week in office
1001+ employees
Company mission
We back small businesses with the finance they need to succeed. At Funding Circle, we understand running a business is hard work so we provide a fast, hassle-free experience for businesses looking for finance - with SME experts based in the UK.
Role
Who you are
- We’re looking for someone with an inquisitive mind, a strong sense of fairness, and a commitment to delivering the best outcomes for our customers
- Experience in a Complaints Officer role, preferably within Financial Services
- Proven experience handling complex and challenging customer complaints with excellent customer service skills
- Ability to navigate challenging situations with professionalism and empathy
- Strong attention to detail, organisational skills, and the ability to follow procedures and provide actionable feedback
- 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 Complaint Officer in our Business Support team
- At Funding Circle, our Complaints Team plays a vital role in ensuring that all customer complaints—whether from Investors or Borrowers—are handled fairly, promptly, and in line with regulatory requirements
- In this role, you’ll collaborate with various departments across the business to resolve customer concerns, making teamwork essential
- 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. More recently, however, trading in the group’s core UK market has been 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.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Many candidates hear
back within 2 weeks
40% female employees
9% employee growth in 12 months
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
$100.5m
SERIES F
Apr 2015
$150m
SERIES E
Total funding: $372.9m
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 2 days when in the office
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
Samir Desai
(Non Executive Director)Previously a Consultant at BCG and an Investment Executive at Olivant focused on financial services businesses. Awarded a CBE for services to financial services in 2015.
Lisa Jacobs
(CEO)Lisa is CEO of Funding Circle. She is responsible for driving the company’s strategy and overseeing Funding Circle's operations in the UK and US.
Andrew Mullinger
(Co-founder)Founded Funding Circle in 2009 until hiring his replacement in 2016.
James Meekings
(Co-Founder)Co-founded Funding Circle in 2009 and was UK MD up until to 2019. He now spends his time helping, and investing in, early stage companies.
Sam Hodges
(Co-Founder)Sam founded our US business and was US MD up until 2018.
Diversity, Equity & Inclusion at Funding Circle
Poonam Verma (Director of Talent Development, Culture & Belonging)
- It’s in our differences that we find our strengths!
- We celebrate and support the differences that make you, you. So we’re building a culture where difference is valued. We’re proud to be an equal opportunity workplace and affirmative action employer. We truly believe diversity makes us better. We particularly encourage applications from applicants from underrepresented backgrounds. We welcome applicants who may want to work flexibly
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