Complaints Specialist

GoCardless is a global bank payment company. Over 100,000 businesses, from start-ups to household names, use GoCardless to collect, manage and send bank payments through Direct Debit, real-time payments and open banking. We're looking for a sharp and empathetic Complaints Specialist to join our team. 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.

Responsibilities

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

Requirements

Sharp and empathetic; Skilled problem-solver, investigator, and communicator; Continuous improvement mindset focused on root-cause analysis; Passion for problem-solving and securing the optimal outcome; Excellent written and verbal communication skills in English; Meticulous attention to detail and commitment to seeing tasks through to completion; Ability to provide a great customer experience via both phone and email; Proactive, adaptable problem-solver who takes ownership

Benefits

Wellbeing - dedicated support and medical cover; Work away scheme - option to work away from country of residence for up to 90 days in any 12 month period; Adaptive Working - work flexibly around your lifestyle; Parental leave; Learning Budget - annual learning budget; Time off - generous holiday allowance, +3 volunteer days, +4 wellness days