Customer Complaints Agent

About Jaja 

Our Mission: Empowering our customers to buy, borrow, and build—driven by tech, fuelled by data, and built for the future.

Our Company Values: Care Deeply, Adapt & Thrive, Challenge everything, Go for it! Own it, Make it Simple 

Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making. 

We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple. 

We will delight our customers – making the customer experience simpler, more enjoyable, more intelligent – treating customers fairly and giving them more control of their money.

Why Join Us?

This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever. 

We have a collaborative team structure fueled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself! 

 ** This role requires being in our Manchester office 2 days a week, so please only apply if you're comfortably able to meet this requirement (XYZ Building 2, Floor 1, Suite 5, Hardman Boulevard, M3 3AQ)

Customer Complaints Agent 

This is an opportunity to join a fast-paced, forward-thinking environment where no two days are the same. You will be part of a business driving meaningful change in consumer finance, working alongside passionate colleagues who are committed to delivery, innovation and great customer outcomes. With a varied portfolio of work and the freedom to challenge the status quo, this role offers genuine scope to learn, contribute and make your mark. 

Key Accountabilities 

• Own customer complaints end-to-end, delivering fair, timely and effective resolutions in line with FCA DISP and good customer outcomes
• Provide exceptional support via chat, phone and written channels, ensuring clear, fair and empathetic communication aligned to Consumer Duty
• Manage competing priorities across the customer journey, using sound judgement and problem-solving to deliver effective outcomes
• Maintain accurate customer data, records and reporting in line with regulatory and company standards
• Capture and share customer feedback to improve processes, reduce harm and enhance the overall customer experience
• Take ownership of procedural and technical issues, driving them through to resolution
• Identify opportunities for process and technology improvements, supporting change initiatives
• Champion excellent customer experience in every interaction
• Support the Team Manager with workflow, performance and service delivery to achieve team goals
• Build strong relationships with clients and suppliers to ensure a seamless customer journey
• Consistently meet quality and compliance standards, including FCA DISP requirements
• Promote a collaborative team culture, ensuring timely delivery and shared success
• Stay up to date on products, services and developments to adapt quickly and contribute to continuous improvement

Essential Skills and Experience 

• Experience in a customer service or contact centre environment.
  
• Proven experience managing customer complaints with confidence and professionalism, with a strong understanding of FCA DISP complaint-handling requirements.
  
• Experience working within the financial services sector, with an awareness of Consumer Duty and the importance of delivering good customer outcomes.
  
• Strong communication and stakeholder management skills, with the ability to build trust and influence positively.
  
• A strong track record of delivery in demanding environments, with the ability to manage competing priorities effectively.
  
• Confidence working in a fast-paced, evolving environment where adaptability is key.
  
• Experience using key operational technologies, such as credit card processing platforms and a variety of customer contact solutions.
  
• Excellent organisational and time-management skills.
  
• Experience working across different stages of the customer journey.
  
• An interest in technology, optimisation and automation, with a mindset focused on continuous improvement.
  
• Flexibility to work shifts within the team’s operating hours of 8am to 8pm, Monday to Saturday. 

What's in it for you?  

• The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever   
• Competitive salary   
• Pension contributions, including Salary Exchange facility 
• Annual bonus potential
• Private medical cover provided by Vitality (optional benefit)
• 25 days annual leave (FTE) plus UK bank holidays (with an additional day added for each full calendar year worked, up to a maximum of 30 days). 
• Your birthday off each year as an additional day's holiday
• 4x life insurance cover 
• Access to our confidential Employee assistance programme