Complaints Specialist

Freetrade's mission is to become the default place to invest. Investing has been too complicated and expensive for too long, keeping millions from making the most of their savings.

We're changing that.

We're building our team and looking for people who are excited to reshape how our customers invest and grow their wealth. If you're driven by solving complex problems and building innovative products, you'll fit right in.

2025 is a big year for us. In January, we announced a game changing deal to become part of the IG Group. We'll continue to operate as an independent business while gaining access to the resources and support of an established leader in the space.

This year, we're accelerating our roadmap and taking our products to the next level. We're building new features like mutual funds, bonds, and family investment tools. We're also exploring how we can leverage AI to deliver an even better experience for our customers.

The Complaints Specialist will join our team within the Customer Operations function and will support our commitment to maintaining a robust complaints response system, as required by the FCA.

You will...

• Receive and manage customer complaints.

• Accurately document and categorise complaints in our internal system.

• Investigate issues by gathering necessary information and collaborating with relevant departments.

• Provide timely updates to customers regarding the status of their complaints.

• Deal with complaints that need to be escalate to senior team members as necessary.

• Identify recurring issues and contribute to developing strategies for process improvements.

• Provide responses to FOS.

• Work with Compliance to ensure we're fulfilling our obligations when it comes to handling complaints.

• Uphold company policies and procedures, ensuring compliance with regulatory standards.

• Assist in creating and maintaining feedback loops with relevant internal departments to drive service improvements.

You have...

• Minimum 3 years complaints handling experience in a financially regulated industry.

• In depth knowledge of the Financial Ombudsman Service and how it handles complaints.

• A motivated, detail-oriented, and proactive attitude as a Complaints Handler.

• Exceptional written communication skills.

• Experience with Intercom and Google Suite tools (beneficial but not required).

Benefits & Logistics

Freetrade is the place to accelerate your career. Our benefits package and ways of working are designed to attract and retain the most talented people who are dedicated to making an impact at Freetrade.

Here's what's on offer in 2025:

Hybrid working culture

We're operating in a hybrid model: 3-days in-office / 2-days from home. We believe great collaboration happens in person and our beautiful offices in central London and Budapest are designed to bring people together.

Office days: Monday, Tuesday, Thursday
Work from home days: Wednesday, Friday

This setup helps us stay connected, collaborate more effectively, and keep building a culture where we all do our best work together, including dedicated days for focus work.

Flexibility for those who need it: We have a hybrid working model, but life happens. If you need flexibility let's talk about it, whether you're a parent or have other care responsibilities.

Values - at Freetrade we live and breathe our values: Honesty, Focus and Grit. Expect to be asked about these in your interview

Benefits In London:

• Competitive salary – carefully benchmarked.

• Holidays – 25 days plus UK public holidays. Your birthday off, plus one extra day for every year at Freetrade.

• Enhanced pension – We'll match your contributions up to 5%.

• Group Life Insurance – Protect your loved ones with coverage at 5x your salary, ensuring financial security in any circumstance.

• Private Health Insurance - Which includes access to high quality medical care, mental health support, dental and vision plans, Wellness programs and preventative care initiatives are also provided to ensure the wellbeing of your entire family.

• Bonus Scheme - join us and share in our growth. Bonuses are linked to both company success and your individual impact.
  First payouts: July 2026

• Income Protection Cover – Safeguard your income with comprehensive coverage, ensuring financial stability in the event of illness or injury.

• Enhanced parental leave – Time off when it matters most.

• Flexibility for those who need it – We're office-first, but life happens. Whether you're a parent or have care responsibilities, we focus on output and trust you to manage your time.

• Learning & Development – We fund industry qualifications so you can grow as a financial services professional.

• Cycle to Work scheme – Get a high quality bike and gear through our salary sacrifice scheme, spreading the cost with tax free monthly installments.

• Paid Sick Leave – Receive 10 days of fully paid sick leave each calendar year.
  

Interview Process

We keep things simple and transparent. Our process typically includes:

1. Initial interview – A chat with the hiring manager.

2. Take-Home Task – Show us how you think and solve problems.

3. Task Presentation interview – Walk us through your approach to the task.

4. Executive interview – A conversation with our stakeholders, where we also assess cultural fit.

We are an Equal Opportunity employer committed to a diverse and representative team. Whatever your race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability - we want to hear from you.

To find out more about how we look after your personal data when you apply for a job with us, please see our Recruitment Privacy Policy here.

Please note we are not accepting agency CVs.