Chip on cord

Chip

Customer Support Complaints Executive

External position
Remote in UK
Hiring internally for Chip?
FinTech
The savings and investments app of the future.
Active
over 6 months ago
Posted
a week ago
Checked
cord regularly checks that external positions are still open
2 days ago

Skills & Experience

Job roles: Customer Service Representative
Experience level: Entry, Junior, Mid
Core skills considered: Customer service, Client relations
Other skills considered: Communication software

Logistics

Base salary: £30K - £30K
Employment type: Permanent
Remote working: Remote
Work from: Within United Kingdom
Visa sponsorship: Not available

Job Description

The Complaints Handler is responsible for managing customer complaints from initial receipt through to resolution, ensuring that complaints are handled fairly, consistently and in accordance with regulatory requirements and internal policies.

Working within a fast-paced fintech environment, the Complaints Handler will investigate customer concerns, identify root causes, assess customer impact and provide clear, accurate and empathetic responses.

The role requires strong attention to detail and the ability to balance customer outcomes, regulatory obligations and commercial considerations. The successful candidate will be comfortable working with financial products, digital platforms and evolving processes.


Responsibilities

  • Manage a portfolio of customer complaints from allocation through to resolution.
  • Review and understand the customer's concerns, ensuring all complaint points are accurately identified and addressed.
  • Conduct fair, thorough and proportionate investigations using available customer, account and transaction information.
  • Review relevant policies, terms and conditions, customer communications and internal records.
  • Assess whether the customer has experienced financial loss, inconvenience, distress or detriment.
  • Identify appropriate remedial action, including corrections, explanations, apologies and compensation where appropriate.
  • Draft clear, accurate and professional complaint responses within agreed regulatory and internal timescales.
  • Ensure complaints are resolved in a fair and consistent manner.
  • Escalate complex, high-risk or potentially systemic complaints to the appropriate manager or specialist team.
  • Handle complaints in accordance with applicable FCA requirements and the firm's complaints policy and procedures.
  • Maintain an understanding of DISP requirements and the Financial Ombudsman Service (FOS) process.
  • Ensure customers are provided with appropriate information regarding their escalation rights where applicable.
  • Identify potential Consumer Duty issues and ensure customer outcomes are considered throughout the investigation.
  • Recognise potential conduct, vulnerability, financial difficulty and customer detriment indicators and escalate appropriately.
  • Maintain accurate and complete complaint records to support regulatory reporting and audit requirements.
  • Ensure complaint decisions are evidence-based and can be clearly justified.
  • Demonstrate empathy and professionalism when dealing with customers who may be dissatisfied, distressed or frustrated.
  • Ensure customers receive clear and understandable explanations of investigation outcomes.
  • Consider the individual circumstances of the customer when assessing the appropriate resolution.
  • Avoid unnecessary jargon and communicate financial and regulatory information in a customer-friendly manner.
  • Take ownership of complaints and ensure customers are not unnecessarily passed between teams.
  • Identify opportunities to improve customer outcomes and reduce repeat complaints.

Requirements

  • Previous experience within complaints, customer service, financial services, banking, fintech or a regulated environment.
  • Strong written and verbal communication skills.
  • Excellent attention to detail.
  • Ability to investigate information objectively and reach fair, evidence-based conclusions.
  • Ability to manage multiple complaints and competing deadlines.
  • Strong organisational and time-management skills.
  • Ability to interpret policies, procedures and financial product terms and conditions.
  • Confidence dealing with challenging or escalated customers.
  • Strong analytical and problem-solving skills.
  • Ability to work independently while knowing when to seek guidance or escalate.
  • Strong computer literacy and confidence working across multiple systems.
  • Experience handling regulated financial services complaints (desirable).
  • Knowledge of FCA DISP requirements (desirable).
  • Understanding of Consumer Duty and good customer outcome principles (desirable).
  • Experience working within a fintech or digital banking environment (desirable).
  • Experience handling complaints involving savings, ISAs, payments, investments or other financial products (desirable).

Company Benefits

  • Discretionary share option bonus every 6 months
  • Workplace pension scheme (Employer: 3% / Employee: 4% / Tax Relief: 1% / Total: 8%)
  • We are an equal-opportunity employer and value diversity
  • Flexible working arrangements
  • Unlimited holiday (policy not to count)
  • £1500 Annual Chip Scholarship fund to support your personal development
  • MacBook Pro or similar
Customer Support Complaints Executive at Chip
Position posted a week ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
Alex Yeates on cord
Message Alex Yeates at Starling Bank
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