Complaints Specialist
Role Requirements:
- End-to-end resolving complaints experience is a must.
- Salary Banding - £38,000 to £44,000.
- Experience within a regulated Financial Services environment is desirable.
We’re looking for an experienced Customer Support Specialist (Complaints) with a passion for resolving complex issues to join our Global Customer Support team. In this role, you’ll be at the heart of our mission. You’ll be helping our users feel confident about their financial wellbeing by taking ownership of their complaints and ensuring they’re resolved fairly, clearly, and with care.
If you have a strong background in complaints within regulated financial services, we’d especially love to hear from you.
What you’ll be doingWorking directly with ClearScore users to investigate and resolve a wide variety of complaints, including fraud, technical issues, and credit report disputes.
Becoming a subject-matter expert in complaints, offering guidance and insight to teams across the business whenever needed.
Championing the voice of the user by creating clear feedback loops between Customer Support and Product to help us continually improve.
Supporting our Complaints Manager with annual complaint audits in line with regulatory requirements.
You’re customer-obsessed and passionate about delivering fair and timely outcomes.
You have solid experience in Customer Support and ideally in a dedicated Complaints role, particularly within regulated financial services.
You communicate clearly and confidently, with excellent written English and strong attention to detail.
You’re comfortable working independently, taking initiative, and owning your workload from start to finish.
You’re organised, great at multitasking, and able to prioritise effectively to meet deadlines.
You’re curious, open to learning, and happy to try new approaches to get better outcomes.
This role involves working closely with stakeholders across different time zones. You’ll need to be flexible with working hours to join key meetings and collaborate effectively with our global teams.
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.
- Levels 1-5: Minimum 2 days per week in-office
- Level 6 and above: Minimum 3 days per week in-office
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
Note: While we offer flexibility, commitment to our hybrid schedule is an important aspect of our team culture and performance expectations.
Inclusion Policy
We are always looking for talented individuals to join ClearScore. We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for our people. Please see our People Policy Notice at https://www.clearscore.com/people-notice.
ClearScore London, England Office
Vox Studios, VG 203,, 1-45 Durham Street, London, United Kingdom, SE11 5JH
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