Complaints Specialist
Company
Location
Milton Keynes, England, United Kingdom
Posted At
8/6/2025
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Description
About Abound
We’re on a mission to make affordable loans available to more people. Using the power of Open Banking, we have built state-of-the-art technology that allows us to look beyond traditional credit scores and offer fairer credit to people ignored by traditional lenders.
We have two parts of our business. On the consumer side, we have Abound. Abound has proven that our approach works at scale, with over £800 million lent to-date. While other lenders only look at your credit score, we use Open Banking to look at the full picture – what you earn, how you spend, and what’s left at the end.
On the B2B side, we have Render. Render is our award-winning software-as-a-service platform that allows Abound to make better, less risky lending decisions. And less risky decisions mean we can offer customers better rates than they can usually find elsewhere. We’re taking Render global so that more companies, from high-street banks to other fintechs, can offer affordable credit to their customers.
We’re looking for an experienced individual to join us as a Complaints Specialist. This role sits at the heart of our customer operations and requires a strong balance of customer service expertise, analytical thinking, and sound business judgement. You’ll focus on ensuring fair and consistent outcomes for customers by managing complaints in line with individual circumstances, regulatory standards, and company values. This role will also involve supporting payment reconciliation, chargeback processing, credit file disputes & fraud investigations.
You’ll work closely with the wider operations team in our Milton Keynes office, this is a hybrid position, requiring 3 days per week in MK and flexibility on the other 2 days. There’s also a monthly trip to our Central London office (travel expenses covered).
Who You Are
We’re on a mission to make affordable loans available to more people. Using the power of Open Banking, we have built state-of-the-art technology that allows us to look beyond traditional credit scores and offer fairer credit to people ignored by traditional lenders.
We have two parts of our business. On the consumer side, we have Abound. Abound has proven that our approach works at scale, with over £800 million lent to-date. While other lenders only look at your credit score, we use Open Banking to look at the full picture – what you earn, how you spend, and what’s left at the end.
On the B2B side, we have Render. Render is our award-winning software-as-a-service platform that allows Abound to make better, less risky lending decisions. And less risky decisions mean we can offer customers better rates than they can usually find elsewhere. We’re taking Render global so that more companies, from high-street banks to other fintechs, can offer affordable credit to their customers.
We’re looking for an experienced individual to join us as a Complaints Specialist. This role sits at the heart of our customer operations and requires a strong balance of customer service expertise, analytical thinking, and sound business judgement. You’ll focus on ensuring fair and consistent outcomes for customers by managing complaints in line with individual circumstances, regulatory standards, and company values. This role will also involve supporting payment reconciliation, chargeback processing, credit file disputes & fraud investigations.
You’ll work closely with the wider operations team in our Milton Keynes office, this is a hybrid position, requiring 3 days per week in MK and flexibility on the other 2 days. There’s also a monthly trip to our Central London office (travel expenses covered).
Who You Are
- Experience: 3–5 years’ experience in a complaints handling role within financial services, ideally lending.
- Knowledge: In-depth understanding of FCA regulations and UK financial regulatory frameworks.
- Skills: Analytical and confident in resolving complex complaints, with a structured and customer-first approach.
- Communication: Empathetic and professional in written and verbal comms, especially under pressure.
- Detail-oriented: Meticulous with documentation, case logs, and root cause analysis.
- Complaint Handling: Manage business-as-usual (BAU) complaints from start to finish, ensuring responses are accurate, fair, and regulatory compliant.
- Customer Communication: Be the main point of contact for escalated customer complaints, providing timely, empathetic, and clear updates throughout.
- Regulatory Compliance: Ensure your casework aligns with FCA complaint handling standards and any other relevant obligations.
- Root Cause Analysis: Investigate complaint trends and root causes. Work cross-functionally (e.g. with Underwriting, Collections) to compile accurate responses and identify areas for improvement.
- Reporting: Support complaints reporting and MI activities. Share insights with senior management and escalate emerging issues where appropriate.
- Support Other Teams: While you won’t manage complaints escalated to the Financial Ombudsman Service (FOS) yourself, you’ll provide documentation and insight to the team responsible for those.
- Documentation: Maintain accurate and timely logs for all complaints in line with internal procedures and system requirements.
- Wider Ops Support: Support the operations team with occasional work in fraud handling, account-level queries, or other process-related escalations as needed.
- Everyone owns a piece of the company - equity
- Hybrid with 3 days a week in the office
- 25 days’ holiday a year, plus 8 bank holidays
- 2 paid volunteering days per year
- One month paid sabbatical after 4 years
- Employee loan
- Free gym membership
- Team wellness budget to be active together - set up a yoga class, a tennis lesson or go bouldering
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