Complaints Officer
As a Complaints Officer at Capital on Tap, you will be an integral part of our dynamic Complaints Team, reporting directly to the Complaints Manager. Capital on Tap is a financial platform dedicated to simplifying financial management for small businesses by offering a comprehensive business credit card and spend management solutions. With over 200,000 customers and a commitment to serving one million small businesses by 2030, we are a rapidly growing and profitable fintech company.
In this role, you will manage and resolve customer complaints across multiple channels, including telephone, email, and letter. Your responsibilities will include delivering friendly and helpful customer service, taking full ownership of complaints, and ensuring fair and consistent outcomes in line with company policies and regulatory requirements. You will also collaborate with various teams to expedite service and lead initiatives to improve complaint handling processes.
The ideal candidate will have demonstrable experience handling complaints in a busy, customer-focused financial services environment, with a strong understanding of FCA regulations and the Financial Ombudsman Service. Strong verbal and written communication skills are essential, along with the ability to meet regulatory deadlines. Self-motivation, the ability to work independently, and a strong attention to detail are also key attributes for success in this role.
We offer a competitive salary starting from £26,000, depending on experience. Our benefits package includes private healthcare, worldwide travel insurance, anniversary rewards, a salary sacrifice pension scheme with up to 7% match, 28 days holiday plus bank holidays, an annual learning and wellbeing budget, enhanced parental leave, and more. Our Cardiff office provides a vibrant work environment with amenities such as a pool table, arcade machine, beer tap, and dog-friendly policies.
At Capital on Tap, we foster a culture of innovation, ownership, and continuous feedback. We encourage our employees to pilot new ideas, take initiative, and support each other in achieving our collective goals. Joining our team offers growth opportunities within a fast-growing, profitable fintech company committed to making a meaningful impact on small businesses.