Complaints Champion

iwoca
London
Workplace: OnsiteFull timeGBP 30,000 - 40,000 annuallyFunction: Data Science & Machine LearningSkills: ["Communication","Writing","Investigation","Stakeholder management","Judgement"]

Investigate and resolve customer complaints to ensure timely, high-quality outcomes, while learning from root causes to improve processes across the business. Listen to customer calls, review operations notes, draft complaint responses aligned with tone of voice, and prepare case files for the Financial Ombudsman Service (FOS). Collaborate with internal stakeholders and operational teams to prevent repeat issues and enhance customer service.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
iwoca
iwoca
1 day ago

Complaints Champion

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Investigate and resolve customer complaints to ensure timely, high-quality outcomes, while learning from root causes to improve processes across the business. Listen to customer calls, review operations notes, draft complaint responses aligned with tone of voice, and prepare case files for the Financial Ombudsman Service (FOS). Collaborate with internal stakeholders and operational teams to prevent repeat issues and enhance customer service.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: Data Science & Machine Learning

Key Responsibilities

  • •Investigate customer complaints and ensure they are dealt with in a timely manner.
  • •Listen to customer calls and review operations agent notes to understand what went wrong.
  • •Understand company-wide processes and liaise with other teams and stakeholders.
  • •Write complaint responses including investigation findings and align them with tone of voice.
  • •Prepare case files for, and liaise with, the Financial Ombudsman Service (FOS) and feed back improvements after mistakes.

Pay and Benefits

Salary: GBP 30,000 - 40,000 annually
Perks:Flexible HoursHealth InsuranceGym MembershipPrivate GpEmployee Equity

Key Requirements

  • •A real curiosity to thoroughly investigate each complaint to find the root cause.
  • •Excellent communication skills for working with customers (including frustrated, angry, and vulnerable customers) and diverse internal stakeholders.
  • •Excellent writing skills to craft clear, professional complaint responses aligned with the company’s tone of voice.
  • •Comfort using AI tools practically to solve problems, improve quality, and explain when and why they’re used.
  • •An interest in exploring and adopting AI technologies to tackle challenges and boost efficiency.
Experience:Financial servicesCustomer complaintsSME lending
Skills:CommunicationWritingInvestigationStakeholder managementJudgement
Tech Stack:AI tools

Company Brief

iwoca
iwoca provides fast, tech-driven credit and working capital solutions for small and medium-sized enterprises in the UK and Germany, using automated underwriting and partner integrations to deliver loans, invoice finance and payment products.
Industry: Lending
Company Size: Large (251 to 1,000 employees)
Revenue: USD 100M to 250M
Growth: Scaleup
Headquarters: London, United Kingdom
Founded: 2011
Glassdoor
Glassdoor: 4.6
WebsiteLinkedInGlassdoor