Complaints Champion

We’re looking for a Complaints Champion

If you love digging into operational processes, understanding where things might have gone wrong and then putting them right, working across several teams and upholding exceptional service levels, then you could be just right for a Complaints Champion role. This is a hybrid role based in either our London or Leeds office.

This position is being offered as a 6 - 12 month internal secondment, providing an exciting opportunity for an internal team member to gain hands-on experience within the complaints team. Your existing role will be held for the duration of the secondment, with the potential for this position to become permanent.

The role

Your mission will be to uphold great service levels for our customers and ensure iwoca is learning from the complaints we receive.

You’ll achieve this by:

• Investigating customer complaints, ensuring they are dealt with in a timely manner

  • Listening to customer calls

  • Reviewing operations agent’s notes

  • Understanding company wide processes

  • Liaising with other teams / stakeholders in the business

• Writing complaint responses, ensuring they include findings from the investigation, but also align with our tone of voice

• Feeding back to operational teams if a mistake has happened and; where necessary, suggesting improvements and changes to current processes

• Preparing case files for, and liaising with, the Financial Ombudsman Service (“FOS”)

The requirements

We look for people who are smart, humble, motivated, and always looking to improve. This secondment is a great development opportunity, so while direct complaints experience is a bonus, it is not a requirement.

Ideally, you’ll have:

• Proven customer resolution skills: Experience handling difficult, frustrated, or vulnerable customers, with a knack for turning negative customer experiences into positive outcomes

• Investigative mindset: A genuine curiosity to dig into complex customer issues, trace what went wrong, and identify the root cause

• Strong written & verbal communication: The ability to craft clear, professional, and empathetic written responses to customers, as well as collaborate with internal teams (Operations, Product, Leadership)

• AI & tech curiosity: Comfort using AI tools in practical ways to solve problems, increase productivity, and improve the quality of your work, with good judgement on when and how to use them

• Financial Services background: Existing knowledge of our business, products, or financial services operations

• Collaborative approach and a team player: Experience working alongside Operations teams to resolve complex customer cases and share feedback that helps improve the quality of customer support across the business.

Nice to have (or willing to learn):

• Previous experience in a dedicated complaints handling role

• Familiarity with FCA DISP rules or Financial Ombudsman Service (FOS) escalations (training will be provided for the right candidate)

Find out more about our Internal Recruitment Process here.
Have someone you want to refer for the role? Learn more about our Referrals Rewards here.