Complaints Handler

InvestEngine•Tbilisi, GA

2d•Remote

About The Position

InvestEngine is seeking a Complaints Handler to join its newly established Complaints function. This role reports to the Complaints and Consumer Duty Officer and is responsible for ensuring all customer complaints and escalations are resolved fairly, on time, and to a high standard. The position involves strong investigation, sound decision-making, and clear customer communication, with a focus on turning complaint feedback into meaningful business improvements. The Complaints Handler will act as a bridge between resolving individual cases and enhancing business operations, with approximately 90% of the time dedicated to hands-on complaint handling and the remaining 10% to project work such as complaints MI and root-cause analysis. The ideal candidate is curious, fair-minded, and independent, with the ability to investigate thoroughly, make sound judgments, and know when to escalate issues.

Requirements

Experience investigating customer complaints, escalations or disputes in financial services, fintech, banking, payments, brokerage, or another regulated or high-volume customer operations environment
Sound judgement: ability to apply policy, process and customer context to reach fair outcomes, and know when to progress independently and when to escalate
Excellent written English — clear, accurate and empathetic, with high standards of grammar and spelling (C1 level and above)
Strong time management; ability to work independently, juggle a caseload and consistently hit deadlines
A curious, analytical mindset and comfort working with spreadsheets to spot patterns

Nice To Haves

Experience handling formal complaints in a UK FCA-regulated business; familiarity with DISP or Consumer Duty
Knowledge of investment products such as ISAs, SIPPs or ETFs
Experience with root-cause analysis or complaints MI reporting
Experience using Zendesk or similar case-management tools

Responsibilities

Own the end-to-end investigation and resolution of customer complaints and escalations, in writing and by phone, including complex, sensitive or time-critical cases
Review the evidence impartially and reach fair, proportionate outcomes, taking account of the customer's individual circumstances and impact
Write clear, structured and empathetic final responses that explain your findings and decisions in plain English
Manage your caseload to meet internal SLAs and regulatory deadlines, prioritizing the most urgent and complex cases
Work with Operations, Customer Experience and other internal teams to gather information and get issues fixed
Identify root causes behind complaints and contribute to complaints MI, insight and process improvements that reduce repeat issues