Complaints Specialist

We're looking for a sharp and empathetic Complaints Specialist 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 specialist 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.

• 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.

• Wellbeing- stay healthy with dedicated support and medical cover
• Work away scheme - gives you the option to work away from your country of residence for up to 90 days in any 12 month period
• Adaptive Working - allows you to work flexibly, around your lifestyle
• Parental leave - to suit everyone embarking on life's great adventure
• Learning Budget - lead your own development with an annual learning budget
• Time off - generous holiday allowance, + 3 annual volunteer days, + 4 annual business-wide wellness days (‘GC Fridays’)