Complaints Team Manager

Complaints Team Manager

We have an exciting opportunity for someone to manage the Complaints Team within our Global Customer Support operations. This is a mid-level role, ideal for someone with extensive experience in managing a complaints team in a highly regulated industry.

As a manager, your main responsibility will be enabling your team and driving your team’s performance to provide clear and calm support to our users worldwide.

With over 23 million ClearScore users globally (United Kingdom, South Africa, Australia, Canada, and New Zealand), you’ll play a crucial role in helping users better understand their credit scores and reports and ensuring positive user outcomes.

We're looking for a candidate who is passionate about delivering excellent customer service, willing to learn, and able to thrive in a fast-paced environment. If you're up for the challenge and want to make an impact, we encourage you to apply for this position.

The department consists of three core teams/disciplines:

• Escalations Team - focuses on responding to escalated user queries
• Complaints Team - focuses on resolving user complaints
• Efficiency, Quality, and Training (EQT) - focuses on continuous improvement

We work in collaboration with a Mumbai-based BPO that serves as our front-line customer support team. As a member of our Global Customer Support, you will work closely with this team to provide support.

What you will be doing:

• Working directly with ClearScore users and responding to complaints submitted through different channels
• Leading a small team of Complaint Specialists processing global customer complaints
• Working proactively with other teams to drive improvements and reduce complaints and escalations by improving the overall user experience
• Using data effectively to identify emerging issues, trends and areas for improvement across the organisation
• Auditing complaints logs and driving improvements to our logging processes
• Collaborating closely with our Compliance and Legal department to stay informed of changes in legislation and regulations

Skills we'd love you to have

• Experience in managing a team responsible for complaints
• Experience in managing complaints and complaint audits in a highly regulated industry, preferably fintech
• Demonstrated ability to drive team performance against a set of OKRs
• Proven ability to use data to drive process and product improvements
• Knowledge of legislation and regulatory requirements
• Excellent command of English language
• Strong writing skills
• Keen attention to detail and strong analytical skills
• Time management and personal organisation skills with the ability to multitask
• Willingness to learn and experiment
• Ability to work independently
• Experience using CRM tools like Zendesk is a plus

Why ClearScore?

ClearScore is the UK's #1 credit score and report app. We are also present in South Africa, Australia and Canada, with more than 20 million users globally and growing fast. Someone joins ClearScore every 20 seconds. We have established relationships with over 50 of the main lenders in the U.K., and have been a trusted tool for customers to manage their credit and make better financial decisions.

Since October 2016 we have helped 1.8 million users take out a new credit card or loan. We are user-centric at our core and we believe in leveraging technology to enable positive financial choices. We are design-led and data-driven and we embed these behaviours in everything we do.

Our company culture is a fundamental part of all we have achieved. We believe in hiring smart, driven, passionate and diverse people who are keen on having a real impact in our organisation. We trust you to manage your own time so we offer flexible work and no fixed desk hours. We don't micromanage and we believe in measuring outcomes rather than effort. We have an inclusive culture where all, regardless of seniority, are encouraged to contribute with their ideas, look after their wellbeing and actively seek opportunities for career growth.

If you feel like this could be the place for you, apply and our Talent team will be happy to share more.

Benefits:

• 25 paid holidays and a “duvet day” on your birthday
• Hybrid Work Environment
• Private health and dental cover - including mental health support through Bupa 
• GP office visits
• Life assurance scheme
• Up to 6% matched pension
• Regular Lunch and Learns with guest speakers
• Dog-friendly office
• Daily breakfast and free snacks
• Access to discounts via Cobens Extras 
• Free sports and social clubs
• Continued investment into learning and development 
• Leadership-led training
• In-house psychotherapist
• Financial coach to help you plan and achieve your goals
• No clock-watching culture
• Generous maternity and paternity plans
• Culture and inclusion representatives
• Transparent pay structure and a career growth plan

Equal Opportunities

ClearScore is committed to providing equal employment opportunities to all qualified individuals. As an equal opportunity employer, we are able to make reasonable adjustments to accommodate individuals with disabilities during the recruitment and selection process. If you require accommodation, please inform us in advance, and we will work with you to meet your needs.

Our Hybrid Model

We embrace a dynamic hybrid work environment that balances flexibility with collaborative in-person experiences. Our approach is designed to foster innovation, team connection, and individual productivity.

• Levels 1-5: Minimum 2 days per week in-office
• Level 6 and above: Minimum 3 days per week in-office

We believe this structure offers the best of both worlds - the flexibility of remote work and the synergy of face-to-face collaboration. Our office days are carefully coordinated to maximise team interactions and learning/ mentorship opportunities.

What This Means for You:

• Flexibility to manage your work and life
• Dedicated in-office days for team building and collaborative projects
•  Office facilities (with plants!) designed for productive interactions
• Clear expectations and support for maintaining our hybrid schedule

We’re committed to creating an inclusive environment that accommodates diverse needs while maintaining our collaborative culture. Join us in shaping the future of work!

Note: While we offer flexibility, commitment to our hybrid schedule is an important aspect of our team culture and performance expectations.