At GoCardless we believe bank payments are the best way to pay and get paid. We also believe that bank account data is a powerful tool to make better, faster decisions. We’re making it easy to use both- for businesses everywhere.  

GoCardless is used for domestic and international payments by 75,000+ organisations and counting, processing more than $30 billion across 30 countries. We’re an award-winning London based fintech, with additional offices in Riga, Paris and Melbourne.

We're looking for a bright and empathic Complaints Handler to join our team.

We pride ourselves on listening to our users and doing everything we can to solve their problems. We know sometimes things do not go as we expect and as such we are looking for a complaints handler who is a great problem solver, investigator and has excellent communication skills. You'll work with our UK, European, Australian, and North American merchants to solve tough problems and provide world-class service. You’ll work as a part of our Customer Success Group leading on complaint handling across the business. If you're happy working in a fast-paced environment where the work is varied and challenging, this is your role. 

What excites you 

• 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.

What excites us  

• 2+ years of complaints handling experience in an FCA regulated environment.
• You are passionate about solving issues and getting the best outcome possible.
• You have a flawless command of English and communicate clearly in speaking and writing.
• You take pride in having strong attention to detail and always see tasks through to completion 
• You are happy to support customers via email or over the phone and provide them with great customer experience.
• You are a problem solver, who can adapt quickly to change.
• You take ownership and you are highly proactive.

We don’t expect you to meet every requirement. If you’re excited by this role, we encourage you to apply.

• Wellbeing - stay healthy with dedicated support and medical cover
• Work away scheme - you can apply to work away from your country of residence for up to 90 days in any 12 month period
• Adaptive Working - allows you to work flexibly, around your lifestyle
• Equity -all permanently employed GCs get equity to help you make a valuable contribution 
• Parental leave -to suit everyone embarking on life's great adventure
• Time off - generous holiday allowance, + 3 annual volunteer days, + 4 annual business-wide wellness days (‘GC Fridays’)

We're an organisation defined by our values; We start with why before we begin any project, to ensure it’s aligned with our mission. We act with integrity, always. We care deeply about what we do and we know it's essential that we be humble whilst we do it. Working this way creates the GC magic- the reason we all love showing up to work. 

We’re building the bank payment network of the future and our ambition is to move money anywhere, for anything, for anyone. If we’re going to achieve this goal, we need to build a team of ‘GeeCee’s’ that is as wonderfully diverse as the world we live in - with a multitude of perspectives, experiences & backgrounds.

We’ve got a long way to go, but here’s how we’re doing as of June 2023;

42% identify as women

28% identify as Black, Asian, Mixed or Other

9% identify as LGBTQIA+

9% identify as neurodiverse

2% identify as disabled

We’re rooting for you during your application and GoCardless aims to provide reasonable adjustments to make our recruitment process as remarkable and accessible as we can. Please speak to your Talent Partner if you need extra support.

If you want to learn more, you can read about our Employee Resource Groups and objectives here as well as our latest D&I Report 

We’re committed to reducing our impact on the environment, leaving a more sustainable world for future generations. In 2021 we became co-founders of the Tech Zero coalition, a group of businesses committed to taking climate action as part of the UNFCCC Race to Zero. We aim to reduce our impact and to create positive change on the natural world. Check out our sustainability action plan here. 

Find out more about Life at GoCardless via Twitter, Instagram and LinkedIn.