Complaints Specialist Operations / CX London

About Us:

InvestEngine is everything the modern investor should need. Unbeatable value, market leading automation and built for easy, long-term investing centred around ETFs. We're already one of the fastest growing investment platforms in the UK and have passed £1bn invested.

We're not just another investment platform - we're redefining the game with our powerful investing tools designed for everyone, whether you're just starting or scaling up. Recognised in top industry awards and growing fast ( MoneyWeek Readers' Choice Awards Winners - 2024 , Nuts About Money , Finder , Forbes ).

We're looking for excellent individuals with a passion for ETFs, fintech and personal finance, who can help us take InvestEngine to the next level.

About the Role

As a Complaints Specialist, you will be an integral part of our customer service team, responsible for managing and resolving client complaints in a timely and effective manner. Your role will ensure that all complaints are handled in compliance with regulatory standards and that clients receive fair and satisfactory outcomes.

Key Responsibilities:

• Take ownership of client complaints from receipt to resolution, ensuring a thorough and empathetic approach.
• Conduct detailed investigations to understand the root cause of complaints, gathering all necessary information and documentation.
• Collaborate with internal departments to resolve issues and implement corrective actions.
• Ensure all complaint handling complies with the Financial Conduct Authority (FCA) regulations and internal policies.
• Maintain accurate records of all complaints and their resolutions in the company's CRM system.
• Identify trends and recurring issues to contribute to continuous improvement initiatives.
• Provide regular reports on complaint metrics to management.

Who you are:

• Bachelor's degree in Finance, Business Administration, or a related field.
• Minimum of 2 years experience in a complaints handling role within the financial services industry.
• Experience working with UK-based clients in the investment sector.
• Strong knowledge of FCA regulations and complaint handling procedures.
• Excellent communication and interpersonal skills, with the ability to handle sensitive situations professionally.
• Ability to work independently in a remote setting, demonstrating self-motivation and discipline.

Preferred Qualifications:

• Experience working with UK-based clients in the investment sector.

What You Can Expect from Us:

• InvestEngine is a small, agile business with fantastic room for growth, both internally and externally. Your opportunity for personal and professional growth and achievement is high, and strong performance is rewarded!
• Our horizontal working structure gives room to develop and make your role your own alongside a passionate team looking to improve the world of investing.
• We provide a flexible environment with "work from anywhere" scheme up to 3 months a year
• Opportunities to attend professional conferences to boost your professional development
• Health plans
• Pension contributions