Complaints Manager

We’re on a mission to back the UK’s small businesses like no one else 🚀Small businesses are the backbone of the economy, and we’re here to help them win.

We’ve built a platform that uses clever data to get them the funding they need in minutes, not weeks.

At Funding Circle, we have the restless energy of a fintech start-up with the stability of a public company.

It’s a unique mix that gives Circlers the autonomy to take ownership and the scale to make an impact that truly counts.

We’re a high-performing team that chooses to lift each other up.

We challenge, we champion, and we have each other’s backs - because we know that when we stand together, we move faster and build better.

The impact is real: Last year alone, the businesses on our platform generated £7.

2bn for the UK economy 📈 Come and join a mission that matters![Read our Impact Report] | [See our Trustpilot]The role ⚡📍 London (Hybrid) | 🤝 3 days in the office | 💰 Competitive Salary + BenefitsYou’ll make a real difference for our customers and your team from day one.

We believe the fastest way to grow is by doing, so we give you the ownership to run with things and see real-time results.

• Lead the day-to-day operations of the complaints team, managing capacity to ensure high productivity and adherence to internal and regulatory deadlines.

• Manage, coach, and develop a team of five complaints officers, setting clear expectations and completing regular, thorough quality reviews on their output.
• Act as the escalation point for complex, sensitive, or high-impact complaints.

Make fair, evidence-based decisions consistent with FCA DISP, GDPR, and FOS expectations.

• Manage risk registers and risk tickets to proactively mitigate potential issues.

• Develop and implement strategies, policies, and procedures specific to complaints operations.

Partner with teams across the business to fix recurring customer issues at the source.

Identify and communicate complaint trends, emerging risks, and regulatory changes to senior stakeho.