Complaints Associate

Our mission is to enable everyone to build wealth.

We reinvent how trading and investing work by creating exceptional products people love. Fostering a culture of excellence and high velocity is the key to our success.

Over the past few years, our client base has grown 20 times to over 2.5 million, and client assets have grown over 50 times to over €4 billion.

With an increasing client base and an expanding product range, it is inevitable that some clients may be unhappy with some aspect of our service, despite our best endeavours.  When this happens, a measure of us as a company is how we deal with any complaint we receive.

What you’ll do

• Become fully conversant with our complaints process.

• Ensure the complaints log and admin systems are updated with new cases and closures on a daily basis.

• Liaise with 1st line teams to ensure that logging procedures are being followed properly.

• Take ownership of your own complaint case load.

• Liaise with operational areas as part of the investigation process.

• Provide Final Written Responses for approval by the UK Head of Complaints.

• Assist with the weekly and monthly compilation of complaints-related Management Information.

• Assist with the completion of regulatory returns in respect of complaints data.

• Assist with the compilation and production of Root Cause Analysis data and reports.

• Provide insight into Root Cause Analysis trends and assist with the further development of the Root Cause Analysis feedback process.

• Identify service improvement opportunities as a result of complaint case findings.

• Assist with the compilation and delivery of quarterly feedback sessions to the Compliance Assist team and the wider business.

• To deputise for the UK Head of Complaints and act as poinf of contact for case-specific and complaints-related queries from the business, clients or other stakeholders.

• To monitor the Complaints Inbox and internal escalations channel.

• Advise, support and challenge the business / senior management in the identification and management of risks.

• Track and manage the Complaints Log to ensure that cases are dealt with within the required timescales.

• Stay up-to-date with FOS guidance in respect of complaint handling.

• Stay up-to-date with regards to FCA guidance and rules on complaint handling.

What you need to have

• Educated to degree level in a STEM subject, Finance, Business or Law (preferred but not essential).

• Excellent interpersonal and communication skills, with an analytical mindset and a desire to learn

• The ability to quickly process information and relate that to the workings of the firm.

• A high level of attention to detail.

• A willingness to challenge and propose alternative solutions.

• The ability to look at grievances from a client’s perspective and to reach decisions from a neutral point of view.

• 2-3 years experience within a complaints handling role in financial services.

What we offer

• Unique challenges that will help you grow and realise your potential really fast

• Opportunity to make a big impact - you will create products used by millions of investors to build wealth

• Work with smart, high-performing colleagues with a common goal in a flat, cross-functional team structure

• An environment where nothing is set in stone, no bureaucracy

• Appreciation for your talent and ideas

• Generous remuneration package including annual bonuses

Are you ready to accelerate your career with us? We'd love to hear from you!

We thank all applicants, but only candidates selected for an interview will be contacted.

All personal data of applicants is protected by the law and will be treated with strict confidentiality.