Complaints Officer

We’re Capital on Tap 👋💳 Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that. Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier. 1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We’ve done a pretty good job so far, but we’re just getting started! 📈Check out the development opportunities in the Complaints team. 📍 Cardiff | 🏢 3 days in office, 2 from home (Fully office-based for the first 3 months)

Complaints Team 🚀In this dynamic and challenging role, you will report to the Complaints Manager and be an integral part of a busy team, managing and resolving customer complaints across multiple channels, including telephone, email, and letter. What You’ll Be Doing 🗃️

• Taking full ownership of customer complaints, ensuring clear communication throughout and keeping customers informed. - Developing a strong understanding of our business and products to effectively inform customers. - Communicating clearly with our customers both verbally and in writing, to ensure a strong understanding and outcome is delivered. - Ensuring all complaints comply with FCA regulations and relevant laws. - Working collaboratively with all departments to ensure a fair and thorough investigation into customer complaints. - Writing clear response letters, explaining our findings and ensuring an appropriate investigation is conducted.