Customer Support Complaints Executive (Remote within the UK) Customer Support · Shoreditch ·

The Complaints Handler is responsible for managing customer complaints from initial receipt through to resolution, ensuring that complaints are handled fairly, consistently and in accordance with regulatory requirements and internal policies.

Working within a fast-paced fintech environment, the Complaints Handler will investigate customer concerns, identify root causes, assess customer impact and provide clear, accurate and empathetic responses.

The role requires strong attention to detail and the ability to balance customer outcomes, regulatory obligations and commercial considerations. The successful candidate will be comfortable working with financial products, digital platforms and evolving processes.

What you can expect to be doing:

Complaint Management

• Manage a portfolio of customer complaints from allocation through to resolution.
• Review and understand the customer's concerns, ensuring all complaint points are accurately identified and addressed.
• Conduct fair, thorough and proportionate investigations using available customer, account and transaction information.
• Review relevant policies, terms and conditions, customer communications and internal records.
• Assess whether the customer has experienced financial loss, inconvenience, distress or detriment.
• Identify appropriate remedial action, including corrections, explanations, apologies and compensation where appropriate.
• Draft clear, accurate and professional complaint responses within agreed regulatory and internal timescales.
• Ensure complaints are resolved in a fair and consistent manner.
• Escalate complex, high-risk or potentially systemic complaints to the appropriate manager or specialist team.

Regulatory & Compliance

• Handle complaints in accordance with applicable FCA requirements and the firm's complaints policy and procedures.
• Maintain an understanding of DISP requirements and the Financial Ombudsman Service (FOS) process.
• Ensure customers are provided with appropriate information regarding their escalation rights where applicable.
• Identify potential Consumer Duty issues and ensure customer outcomes are considered throughout the investigation.
• Recognise potential conduct, vulnerability, financial difficulty and customer detriment indicators and elevate appropriately.
• Maintain accurate and complete complaint records to support regulatory reporting and audit requirements.
• Ensure complaint decisions are evidence-based and can be clearly justified.

Customer Outcomes

• Demonstrate empathy and professionalism when dealing with customers who may be dissatisfied, distressed or frustrated.
• Ensure customers receive clear and understandable explanations of investigation outcomes.
• Consider the individual circumstances of the customer when assessing the appropriate resolution.
• Avoid unnecessary jargon and communicate financial and regulatory information in a customer-friendly manner.
• Take ownership of complaints and ensure customers are not unnecessarily passed between teams.
• Identify opportunities to improve customer outcomes and reduce repeat complaints.

What we’re looking for:

Essential

• Previous experience within complaints, customer service, financial services, banking, fintech or a regulated environment.
• Strong written and verbal communication skills.
• Excellent attention to detail.
• Ability to investigate information objectively and reach fair, evidence-based conclusions.
• Ability to manage multiple complaints and competing deadlines.
• Strong organisational and time-management skills.
• Ability to interpret policies, procedures and financial product terms and conditions.
• Confidence dealing with challenging or escalated customers.
• Strong analytical and problem-solving skills.
• Ability to work independently while knowing when to seek guidance or elevate.
• Strong computer literacy and confidence working across multiple systems.

Desirable

• Experience handling regulated financial services complaints.
• Knowledge of FCA DISP requirements.
• Understanding of Consumer Duty and good customer outcome principles.
• Experience working within a fintech or digital banking environment.
• Experience handling complaints involving savings, ISAs, payments, investments or other financial products.

What we’re really looking for:

Someone with a genuine interest in Chip and is excited about being part of a fast-growing company and our mission to build the investment super app of the future.

Although we’re in the financial space, and under the scrutiny that comes with it, the current customer support team works well together, and even sometimes with a smile. We’re sure you’ve got the technical skills, otherwise, you would have stopped reading by now, so let us be clear on what will make us want to work with you.

We want a real person, with interests outside of work, to join our team. You could be a dancer, a gamer, a musician, a parent, a hockey fan, or even that one person that still writes Twilight fan-fiction. Doesn’t matter to us.

At the interview stages, we will be looking for empathy, eq, fun stories, and the ability to smile even when things are tough.

PERKS

• £28,000 per annum
• Discretionary Performance-Related Annual Bonus
• Workplace pension scheme - We invest in your future with a workplace pension scheme , contributing 5% on earnings up to £28,000 . Plan ahead with confidence while you grow your career!
• Private medical insurance (medical history disregarded)
• Employee Assistance Programme
• Cycle to work scheme
• Season ticket loan
• Free ChipX subscription for UK-based employees
• We are an equal-opportunity employer and value diversity
• Flexible working arrangements
• 28 days holiday plus bank holidays, plus the days between Christmas and New Year
• Annual training budget for courses, workshops, or conferences to help you advance your career.
• £30 per month Chip Fitness Benefit to suit your Mental/Physical Wellbeing
• Company laptop
• Opportunity to have a huge impact on our product while fast-tracking your knowledge, responsibility and skills in a high-growth fintech startup

Our Interview Process

1. Short take-home task
2. Video interview with Head of Talent
3. Video interview with the hiring manager & Team Lead
4. Final interview with VP of Customer Support

We're committed to making our recruitment process accessible to everyone. If you require any reasonable adjustments at any stage of the application or interview process, please let us know at and we'll be happy to accommodate.

About Chip

Our mission is to make our customers wealthy.

We're building the wealth super app of the future. An app to build your long-term wealth across savings, investments and pensions.

We use technology to break down barriers so users can invest like the ultra-wealthy, giving them one simple place to manage, grow and protect their wealth.

The Sunday Times listed Chip as the 6th fastest growing tech company in Britain… and we're not slowing down. Chip serves over 400,000 active customers and looks after over £6billion in assets. These customers trust us to build the most amazing product we can, so working at Chip comes with real purpose.

Chip is being built by a fast-growing team of designers, developers, customer service professionals, marketers, banking experts, and entrepreneurs. Our funding story though is a little different. Chip is one of the most crowd-funded businesses in Europe, having raised over £50m from 29,000 investors, over 9 years. Crowdfunding is in our DNA and only Brewdog has more investors than Chip.

Our vision

We know planning for your future can be a tedious, daunting task often avoided, so we want to change that. We're building the wealth app for our community, giving them one place for saving and investing.

We're giving customers control and guidance to effortlessly build their long-term wealth using award-winning tech, while celebrating their achievements along the way.

Who we are

Chip has a creative and diverse team of 200, from all different backgrounds and industries. We’re driven and passionate people, but no one takes themselves too seriously.

Don’t just take our word for it. We have a few awards under our belt, including Best Personal Finance App at the 2022, 2024 & 2025 British Bank Awards.

Our Values

Be ACCOUNTABLE

Everything you do matters, Care about the end result, Challenge the norm, Disagree, yet commit to making it happen once a decision has been made, Do the best job possible

Be BOLD

Share our Ambition and do your bit to achieve it, Innovate: challenge the norm, break the mould and make it happen, Set goals that truly align with our mission, Do your best for our customers

Be COLLABORATIVE

Work cross-functionally - we win as a team, Build strong relationships based on trust, Treat others fairly and respectfully, Hold others to account, Be supportive and inclusive, Have fun together

Equal Opportunities

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

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