Complaints Officer

📈Check out the development opportunities in the Complaints team.

📍 Cardiff | 🏢 3 days in office, 2 from home (Fully office-based for the first 3 months)

Complaints Team 🚀
In this dynamic and challenging role, you will report to the Complaints Manager and be an integral part of a busy team, managing and resolving customer complaints across multiple channels, including telephone, email, and letter.

What You’ll Be Doing 🗃️

• Taking full ownership of customer complaints, ensuring clear communication throughout and keeping customers informed.


• Developing a strong understanding of our business and products to effectively inform customers.


• Communicating clearly with our customers both verbally and in writing, to ensure a strong understanding and outcome is delivered.


• Ensuring all complaints comply with FCA regulations and relevant laws.


• Working collaboratively with all departments to ensure a fair and thorough investigation into customer complaints.


• Writing clear response letters, explaining our findings and ensuring an appropriate investigation is conducted.

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.


• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.


• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.


• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.


• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

• Experience in handling complaints, conducting thorough complaints investigations, and providing outcomes to customers in a busy customer-focused environment.


• Strong verbal and written communication skills to effectively inform and update our customers.


• A strong work ethic and resilient attitude, with a passion for providing fair outcomes to customers.


• A background in working within FCA regulations.


• An inquisitive mind and strong attention to detail to ensure all customer concerns are captured and appropriately investigated

Even if you don’t have all of the necessary skills, we still encourage you to apply.

Interview Process 🤝

• Stage 1: First stage: 30-minute intro and values call with Talent Partner (Video call).


• Stage 2: Second stage: Task to be completed prior to a one hour in-person interview.


• Stage 3: Informal conversation with our Customer Operations Director.

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.