Complaints Specialist

GoCardless is a global bank payment company. Over 100,000 businesses, from start-ups to household names, use GoCardless to collect, manage and send bank payments through Direct Debit, real-time payments and open banking. With US$130bn+ processed annually across 30+ countries, we handle recurring and one-off payments without the chasing, stress, or expensive fees. Our end-to-end payment platform also features AI-powered solutions to improve payment success and reduce fraud, alongside connections to over 350 platforms businesses use everyday.

We are headquartered in the UK, with teams and operations spanning North America, Europe and Asia-Pacific.

We're looking for a sharp and empathetic Complaints Specialist to join our team. We pride ourselves on listening to our users and resolving their issues. We know that sometimes things don't go as planned, and we need a specialist who is a skilled problem-solver, investigator, and communicator. 

You'll work with our merchants across the UK, Europe, Australia, New Zealand, and North America to resolve complex issues and provide a world-class service. As part of our Merchant Operations Group, you will play a key role in managing complaint handling across the business. If you thrive in a fast-paced environment where the work is varied and consistently challenging, this is the role for you.

• Providing exceptional customer service and clear communication to complainants via phone and email.
• Demonstrating a proactive drive to resolve complex and challenging queries.
• Acting as a subject matter expert on complaints, ensuring positive outcomes for our merchants.
• De-escalating tense customer situations with tact and resilience.
• Conducting thorough investigations to provide fair, compliant and well-reasoned responses.
• Supporting team members by sharing knowledge and guidance on complex cases.
• Taking end-to-end ownership of complaints, ensuring adherence to internal policy and FCA regulations.
• Analysing complaint data to identify trends and drive process improvements.
• Managing the complaints inbox with precision, ensuring accurate logging and high reporting standards.
• Collaborating cross-functionally to enhance our service standards and operational processes.

• 3+ years of complaints handling experience within an FCA-regulated environment.
• Practical experience managing cases through the Financial Ombudsman Service (FOS).
• A continuous improvement mindset, focused on root-cause analysis.
• A passion for problem-solving and securing the optimal outcome.
• Excellent written and verbal communication skills in English.
• Meticulous attention to detail and a commitment to seeing tasks through to completion.
• The ability to provide a great customer experience via both phone and email.
• A proactive, adaptable problem-solver who takes ownership.

Base salary ranges are based on role, job level, location, and market data.  Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point (2060 - 2580 EUR (gross)) of the pay range until performance can be assessed in role. Offers will take into account level of experience, interview assessment, budgets and parity between you and fellow employees at GoCardless doing similar work.

• Wellbeing - stay healthy with dedicated support and medical cover
• Work away scheme - gives you the option 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
• Parental leave - to suit everyone embarking on life's great adventure
• Learning Budget - lead your own development with an annual learning budget
• 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. 

As of April 2025, we had 806 employees (GeeCees) globally, with 524 based in the UK, 163 based in Latvia and 119 across our other offices.

To ensure that we're representative of the world around us - and to be able to review relevant benchmarks - we ask GeeCees to voluntarily disclose diversity data. This year, the proportion of GeeCees providing data increased to 88% (up from 79% in 2024). With regards to diversity within GoCardless, we can see GeeCees identifying as:

Asian, Black, Mixed or Other — 25% 

Neurodiverse — 9% 

LGBTQIA+ — 9% 

Disabled — 1% 

Average age — 33

Female — 45%

Male —  55% 

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

Sustainability

We’re committed to reducing our impact on the environment, leaving a more sustainable world for future generations. Check out our sustainability action plan here.

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