Complaints Handler

About the role

InvestEngine is seeking a Complaints Handler to join its newly established Complaints function. You will ensure every customer complaint and escalation is resolved fairly, on time, and to a high standard through thorough investigation, sound decision‑making and clear communication. Working between Customer Experience and Operations, you will bridge individual case resolution with broader process improvement.

Key responsibilities

• Own end‑to‑end investigation and resolution of customer complaints and escalations, handling complex, sensitive or time‑critical cases.
• Review evidence impartially and reach fair, proportionate outcomes, considering each customer’s circumstances.
• Write clear, structured and empathetic final responses that explain findings and decisions in plain English.
• Manage your caseload to meet internal SLAs and regulatory deadlines, prioritising urgent and complex cases.
• Collaborate with Operations, Customer Experience and other teams to gather information and resolve issues.
• Identify root causes behind complaints and contribute to MI, insight and process improvements that reduce repeat issues.

Required profile

• Experience investigating customer complaints, escalations or disputes in financial services, fintech, banking, payments, brokerage or a similarly regulated environment.
• Sound judgement to apply policy, process and customer context to reach fair outcomes and know when to escalate.
• Excellent written English (C1 level or above) with high standards of grammar, spelling and empathy.
• Strong time‑management skills, able to work independently, juggle a caseload and consistently meet deadlines.
• A curious, analytical mindset comfortable working with spreadsheets to spot patterns.

Required skills

• Zendesk or similar case‑management tool
• Spreadsheets (e.g., Excel)

What we offer

• Impact from day one – meaningful work improving customer experience.
• Room to grow – exposure to regulation, governance and fintech operations.
• Transparent and open culture with clear communication and collaboration.
• Supportive, high‑calibre team of experts.
• Remote and flexible working arrangement.