Complaints Handler

Pockit is a fair, no-nonsense alternative to traditional banking. We’re there for customers who’ve been ignored or locked out by the high-street and offer disruptive new products that are custom-built for the millions of consumers that are currently underserved.

We’re a lively, diverse and international team, spread across locations in London, Newcastle, Spain and Poland. You’ll be joining a team that fosters curiosity, ambition, accountability, and resilience. You’ll be made to feel at home straight away.

This role will be based at either our London or Newcastle office, though at present we are currently operating on a hybrid working system with 2 days per week in the office and 3 days home working.

**Product**

Already serving 600,000 customers throughout the UK, Pockit's no-fuss current account offers everything you’d expect from a bank - and more. Our well-structured and agile engineering team creates new features from scratch on a regular basis and continually improves our existing offering to ensure we’re serving customers in the best way possible.

Pockit’s product set includes unique elements, such as a credit builder and a transparently-priced microloan (as well as direct debit, peer-to-peer transfers, and the ability to pay in with cash at virtual branches). Opening an account online takes just 2 minutes, and the product has accessibility at its heart.

**Role**

We are looking for an experienced Complaints Handler to join our fast growing FinTech business.

You will be proactive in complaints handling, as well as the ability to work under pressure and to meet deadlines whilst delivering services to a high standard. You will also have a sound understanding of regulatory complaints and the Financial Services Ombudsman with knowledge of e-money and payment services regulation an advantage.

**Requirements**:
**Responsibilities**
- Recording, thorough investigation and attempting resolution of customer complaints in a timely manner in line with the Company process and KPI’s.
- To be accountable for allocated complaints and ensure progression to resolution, referring to the Manager as required
- Liaise with the appropriate business areas when investigating and resolving complaints
- Provide feedback to the Manager with regards to complaint outcomes and any trends identified
- Ensure that all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards/regulations at all times (including Conduct Risk)
- Keeping accurate and consistent records of investigations and decision making in line with industry best practice standards.
- Developing and maintaining industry knowledge of the latest regulatory guidance and business best practice to continually improve customers’ post sales experience.

**We're looking for someone ticking all or most of these boxes**:

- Previous experience of handling regulatory complaints and the Financial ombudsman - essential
- Good communication skills, both verbal and written
- Customer focused
- Problem solving skills with the ability to translate problems and find resolutions
- Excellent organisational skills with the ability to meet tight deadlines at short notice
- Good IT and software skills, with Excel
- Confident in presenting complex information in a clear and concise manner
- Strives to deliver performance targets and drive business improvements to contribute to the success of the business
- Experience of working to tight deadline

**Benefits**
- Competitive annual leave entitlement, increasing with service
- Enhanced Family Friendly Leave
- Perkbox - many discounts and offers at your favourite stores
- Life Insurance
- Employee Assistance Programme
- Medicash Cover
- Pension - salary exchange/sacrifice scheme
- Bespoke training options
- Exposure to senior executives and experts
- Company socials