Complaints Handler

We are seeking a bright and empathic Complaints Handler to join our team at GoCardless. As part of our Customer Success Group, you will be responsible for providing exceptional customer service, de-escalating difficult situations, and conducting thorough investigations to provide adequate responses to complainants. You will also be responsible for managing the complaints inbox, ensuring high reporting standards are met. We are looking for someone who is passionate about problem-solving, has excellent communication skills, and is a true advocate for customers.

• Provide exceptional customer service when interacting with complainants via phone and email
• De-escalating difficult customer situations
• Ensuring a thorough investigation process has been completed in order to provide an adequate response to the complainant
• Responding to all incoming complaints and escalating to the next stage where necessary
• Take full responsibility for complaints once received adhering to our internal complaints policy and FCA regulations
• Provide high-level responses to complaints
• Responsibility for the complaints inbox, ensuring all details of the complaint are recorded correctly to meet high reporting standards
• Cross-collaboration to manage and improve our service standards and processes

• Excellent communication skills
• Complaints handling experience in an FCA regulated company would be ideal
• Problem solver, who can adapt quickly to change
• Taking ownership and being highly proactive
• Initiative, enthusiasm, and patience
• Passionate about solving issues and getting the best outcome possible
• Ability to provide exceptional customer service when interacting with complainants via phone and email
• De-escalating difficult customer situations
• Conducting thorough investigations to provide adequate responses to complainants
• Responding to all incoming complaints and escalating when necessary
• Adhering to internal complaints policy and FCA regulations
• Providing high-level responses to complaints
• Responsibility for managing the complaints inbox and recording complaint details accurately
• Cross-collaboration to manage and improve service standards and processes
• Willingness to work on some bank holidays
• Ability to work 3 days in the office in Riga, Latvia and 2 days from home
• Willingness to work 9 am - 6 pm EET and potentially 11 am - 8 pm EET during the first 8 weeks
• Wellbeing and medical support
• Ability to work flexibly with adaptive working
• Equity for permanent employees
• Parental leave options
• Generous holiday allowance and additional volunteer and wellness days

• Wellbeing - dedicated support and medical cover
• Work away scheme - opportunity to work away from country of residence for up to 90 days in any 12 month period
• Adaptive Working - flexible work arrangements
• Equity - all permanently employed GCs receive equity
• Parental leave - available for all employees
• Time off - generous holiday allowance, 3 annual volunteer days, 4 annual business-wide wellness days (‘GC Fridays’)
• Diversity & Inclusion - commitment to building a diverse team with a multitude of perspectives, experiences, and backgrounds
• Sustainability - commitment to reducing environmental impact and creating positive change on the natural world