Complaints Specialist

About Us:

InvestEngine is everything the modern investor should need. Unbeatable value, market leading automation and built for easy, long-term investing centred around ETFs. We’re already one of the fastest growing investment platforms in the UK and have passed £1bn invested. 

We’re not just another investment platform — we’re redefining the game with our powerful investing tools designed for everyone, whether you’re just starting or scaling up. Recognised in top industry awards and growing fast (MoneyWeek Readers' Choice Awards Winners - 2024, Nuts About Money, Finder, Forbes).

We’re looking for excellent individuals with a passion for ETFs, fintech and personal finance, who can help us take InvestEngine to the next level.

About the Role

As a Complaints Specialist, you will be an integral part of our customer service team, responsible for managing and resolving client complaints in a timely and effective manner. Your role will ensure that all complaints are handled in compliance with regulatory standards and that clients receive fair and satisfactory outcomes.

Key Responsibilities:

• Take ownership of client complaints from receipt to resolution, ensuring a thorough and empathetic approach.
• Conduct detailed investigations to understand the root cause of complaints, gathering all necessary information and documentation.
• Collaborate with internal departments to resolve issues and implement corrective actions.
• Ensure all complaint handling complies with the Financial Conduct Authority (FCA) regulations and internal policies.
• Maintain accurate records of all complaints and their resolutions in the company's CRM system.
• Identify trends and recurring issues to contribute to continuous improvement initiatives.
• Provide regular reports on complaint metrics to management.

Who you are: 

• Bachelor's degree in Finance, Business Administration, or a related field.
• Minimum of 2 years experience in a complaints handling role within the financial services industry.
• Experience working with UK-based clients in the investment sector.
• Strong knowledge of FCA regulations and complaint handling procedures.
• Excellent communication and interpersonal skills, with the ability to handle sensitive situations professionally.
• Ability to work independently in a remote setting, demonstrating self-motivation and discipline.

Preferred Qualifications:

• Experience working with UK-based clients in the investment sector.

What You Can Expect from Us:

• InvestEngine is a small, agile business with fantastic room for growth, both internally and externally. Your opportunity for personal and professional growth and achievement is high, and strong performance is rewarded!
• Our horizontal working structure gives room to develop and make your role your own alongside a passionate team looking to improve the world of investing.
• We provide a flexible environment with "work from anywhere” scheme up to 3 months a year
• Opportunities to attend professional conferences to boost your professional development
• Health plans
• Pension contributions