Complaints Handler

About Us at GoCardless

GoCardless is a global bank payment company. Over 100,000 businesses, from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking.

GoCardless processes US$130bn+ of payments annually, across 30+ countries; helping customers collect and send both recurring and one-off payments, without the chasing, stress or expensive fees. We use AI-powered solutions to improve payment success and reduce fraud. And, with open banking connectivity to over 2,500 banks, we help our customers make faster, more informed decisions.

We are headquartered in the UK with offices in London and Leeds, and additional locations in Australia, France, Ireland, Latvia, Portugal and the United States.

At GoCardless, we're all about supporting you! We’re committed to making our hiring process inclusive and accessible. If you need extra support or adjustments, reach out to your Talent Partner — we’re here to help!

And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, we encourage you to apply!

The role

We're looking for a sharp and empathetic Complaints Handler to join our team. We pride ourselves on listening to our users and resolving their issues. We know that sometimes things don't go as planned, and we need a handler who is a skilled problem-solver, investigator, and communicator.

You'll work with our merchants across the UK, Europe, Australia, New Zealand, and North America to resolve complex issues and provide a world-class service. As part of our Merchant Operations Group, you will play a key role in managing complaint handling across the business. If you thrive in a fast-paced environment where the work is varied and consistently challenging, this is the role for you.

What excites you

• Providing exceptional customer service and clear communication to complainants via phone and email.

• Demonstrating a proactive drive to resolve complex and challenging queries.

• Acting as a subject matter expert on complaints, ensuring positive outcomes for our merchants.

• De-escalating tense customer situations with tact and resilience.

• Conducting thorough investigations to provide fair, compliant and well-reasoned responses.

• Supporting team members by sharing knowledge and guidance on complex cases.

• Taking end-to-end ownership of complaints, ensuring adherence to internal policy and FCA regulations.

• Analysing complaint data to identify trends and drive process improvements.

• Managing the complaints inbox with precision, ensuring accurate logging and high reporting standards.

• Collaborating cross-functionally to enhance our service standards and operational processes.

What excites us

• 2+ years of complaints handling experience within an FCA-regulated environment.

• Practical experience managing cases through the Financial Ombudsman Service (FOS).

• A continuous improvement mindset, focused on root-cause analysis.

• A passion for problem-solving and securing the optimal outcome.

• Excellent written and verbal communication skills in English.

• Meticulous attention to detail and a commitment to seeing tasks through to completion.

• The ability to provide a great customer experience via both phone and email.

• A proactive, adaptable problem-solver who takes ownership.

Base salary range: £32,000 - £48,000

Base salary ranges are based on role, job level, location, and market data. Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point (£32,000-£40,000) of the pay range until performance can be assessed in role. Offers will take into account level of experience, interview assessment, budgets and parity between you and fellow employees at GoCardless doing similar work.

The Good Stuff!

• Wellbeing: Dedicated support and medical cover to keep you healthy.

• Work Away Scheme: Work from anywhere for up to 90 days in any 12-month period.

• Hybrid Working: Our hybrid model offers flexibility, with in-office days determined by your team.

• Equity: All permanently employed GeeCees get equity to share in our success.

• Parental leave: Tailored leave to support your life's great adventure.

• Time off: Annual holiday leave based on your location, supplemented by 3 volunteer days and 4 wellness days.

Life at GoCardless

We're an organisation defined by our values; We start with why before we begin any project, to ensure it’s aligned with our mission. We make it happen, working with urgency and taking personal accountability for getting things done. We act with integrity, always. We care deeply about what we do and we know it's essential that we be humble whilst we do it. Our Values form part of the GoCardless DNA, and are used to not only help us nurture and develop our culture, but to deliver impactful work that will help us to achieve our vision.

Diversity & Inclusion

We’re building the payment network of the future, and to achieve our goal, we need a diverse team with a range of perspectives and experiences. As of July 2024, here’s where we stand:

• 45% identify as women

• 23% identify as Black, Asian, Mixed, or Other

• 10% identify as LGBTQIA+

• 9% identify as neurodiverse

• 2% identify as disabled

If you want to learn more, you can read about our Employee Resource Groups and objectives here as well as our latest D&I Report

Sustainability at GoCardless

We’re committed to reducing our environmental impact and leaving a sustainable world for future generations. As co-founders of the Tech Zero coalition, we’re working towards a climate-positive future. Check out our sustainability action plan here.

Find out more about Life at GoCardless via X, Instagram and LinkedIn.