The complaints team exists to ensure we treat customers fairly and protect the company from regulatory, financial and reputational risk. We right wrongs through fairness, accountability and transparency. 

A Complaints Officer will ensure that customers receive the fairest possible outcomes to their complaints. The role requires understanding of our regulatory obligations when it comes to complaints handling and working efficiently while handling multiple complaints at once. 

Your responsibilities:

• Handle complaints directly from customers and send final responses on time according to our regulatory obligations;
• Work across multiple teams to resolve customer issues;
• Ensure customers are treated fairly by reviewing each complaint impartially;
• Provide feedback to operational and/or product teams when things have gone wrong for customers or you notice trends;
• Support Customer Support and other operational teams with complaints/difficult cases by providing guidance and advice on how to handle them;
• Use internal tooling to log complaints and track progress on complaints assigned to you;
• Follow and adhere internal SLAs and KPIs, individually and within the team level;
• Contribute to the team culture in a positive manner.

About you:

You have previous Customer Support experience;

• You have previous complaint handling experience (preferred but not required);

You have excellent verbal and written English; 

• You have excellent verbal and written Hebrew;
• You have strong communication skills, including the ability to adjust your approach depending on the needs of each individual case;
• You are able to multitask and take responsibility in challenging situations;
• You have a keen eye for detail and the ability to spot the needle-in-the-haystack that others might miss;
• You’re able to make decisions independently - and have the boldness to call out the right from the wrong, regardless of the audience. 

Hiring Process:

What do we offer: 

• Starting salary:  £31.5K per year
• Company Restricted Stock Units
• Numerous great benefits in our London office 

Key benefits:

• Flexible working - whether it’s working from home, school plays or life admin we get that flexibility is essential and you’re trusted to do the right thing and be responsible
• Paid annual holiday, sick days, parental leave and other leave opportunities
• 6 weeks of paid sabbatical after 4 years at Wise on top of annual leave

If you're interested in the position, please apply for the latest 20th of November by submitting your CV and Cover Letter. In your cover letter, please answer the following questions:

• tell us what you find interesting/exciting about joining the complaints team
• why are you the best fit for this role

We're people without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences.

Every Wiser should feel that they can be themselves at work. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to share their contributions towards mission zero and able to progress in their careers.

Having diverse teams that reflect our diverse customer base helps us build a better product. We can be more creative and empathetic to our customer's needs and life experiences and makes sure we leave no-one behind on our journey to mission-zero.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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