Complaints Officer

7 months ago

Cardiff, United Kingdom Capital on Tap Full time

Running a business is hard, we make it easier. We provide an all-in-one business credit card & spend management platform, built for SMEs. Over 200,000 small businesses have spent more than £10 billion on their Capital on Tap Business Credit Cards.

**The Role**:
Do you enjoy solving problems for customers? Do you thrive on investigating issues and collaborating with colleagues to get the best outcomes for customers? Then we'd love to hear from you As a Complaints Officer, you'll take ownership of the complaint process from start to finish, achieving a fair and consistent customer outcome in line with company policies and procedures and in accordance with regulatory guidelines. You'll be providing excellent customer service, communicating in a helpful and friendly manner with every customer whether over the telephone or by written correspondence. You'll be working from our Office in Cardiff and after training the role would be hybrid, 3 days in office and 2 days from home.

**Responsibilities**:

- Provide excellent customer service, communicating in a helpful and friendly manner with every customer whether over the telephone or by written correspondence
- Take ownership of a complaint from start to completion, ensuring that the customer is regularly kept informed of the process.
- Gain a thorough understanding of the business and its products, building relationships across our offices and collaborating between all departments to provide a quick and coordinated service to customers.
- Ensure all complaints are dealt with in line with FCA guidelines and other relevant legislation

**What we're looking for**:

- Experience dealing with complaints in an FCA regulated industry (Ideally)
- Proficient telephone manner and communication skills
- Great letter writing skills
- Passion for the customer
- Empathy
- A friendly and caring nature

**What you'll get in return**:
Starting salary £26,000
Private Healthcare, Worldwide Travel Insurance and Dental Cover through Vitality
Anniversary Rewards (£250, £500, £1000, 4-week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
️ 28 days holiday (plus bank holidays) (pro rata)
Annual Learning Budget
Enhanced Parental Leave
Cycle to Work Scheme
Season Ticket Loan
6 free therapy sessions per year
Dog Friendly Offices
Free drinks and snacks in our offices

We place a huge emphasis on continual learning and have created an environment where this is possible every day. Internal mobility is important to us and our goal is to help every employee realise their aspirations. Why not check out here what you need to do to progress in this role at Capital on Tap.

Check out more of our benefits, values and mission here.

If you want to keep updated on future opportunities at Capital on Tap follow our company page here.

**Diversity and Inclusion**:
**How to Apply**:

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