Complaints Specialist

GoCardless
Riga
Full timeEUR 2,060 - 3,100Function: Data Science & Machine LearningExperience: 3+ yearsSkills: ["Empathy","Problem-solving","Investigation","Communication","De-escalation","Attention to detail","Ownership","Root-cause analysis","Adaptability"]

Handle merchant complaints end-to-end for a global payments platform, providing clear phone and email communication while investigating issues to deliver fair, compliant responses. Serve as a subject-matter expert on complaints within an FCA-regulated environment, de-escalating tense situations and identifying trends through complaint data to drive process improvements. Collaborate cross-functionally to raise service standards across the Merchant Operations Group.

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FursaFursa
GoCardless
GoCardless
1 day ago

Complaints Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Handle merchant complaints end-to-end for a global payments platform, providing clear phone and email communication while investigating issues to deliver fair, compliant responses. Serve as a subject-matter expert on complaints within an FCA-regulated environment, de-escalating tense situations and identifying trends through complaint data to drive process improvements. Collaborate cross-functionally to raise service standards across the Merchant Operations Group.
Location: Riga
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Mid level

Key Responsibilities

  • •Provide exceptional customer service and clear communication to complainants via phone and email.
  • •Investigate complaints thoroughly to produce fair, compliant, well-reasoned responses.
  • •Take end-to-end ownership of complaints, ensuring adherence to internal policy and FCA regulations.
  • •De-escalate tense customer situations with tact and resilience.
  • •Analyze complaint data to identify trends and support process improvements.

Pay and Benefits

Salary: EUR 2,060 - 3,100
Perks:Medical CoverWork AwayParental LeaveLearning BudgetVolunteer DaysWellness StipendHoliday Allowance

Key Requirements

  • •3+ years of complaints handling experience within an FCA-regulated environment.
  • •Practical experience managing cases through the Financial Ombudsman Service (FOS).
  • •A continuous improvement mindset with a focus on root-cause analysis.
  • •Excellent written and verbal communication skills in English.
  • •Meticulous attention to detail and the ability to see tasks through to completion.
Experience:3+ yearsFinancial servicesPaymentsFCA-regulated
Skills:EmpathyProblem-solvingInvestigationCommunicationDe-escalationAttention to detailOwnershipRoot-cause analysisAdaptability
Languages:English

Company Brief

GoCardless
Provides an online payments platform that enables businesses to collect recurring and one-off payments via bank debit (ACH/Direct Debit) across multiple countries, simplifying billing, reconciliation, and global payment workflows.
Industry: Payments
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: London, United Kingdom
Founded: 2011
WebsiteLinkedIn