QA & Complaints Manager (Multiple Hires)
Posted Today by Jacobson Garner
£300 Per day
Undetermined
Hybrid
Greater London, England, United Kingdom
Summary: The role of QA & Complaints Manager involves overseeing the resolution of customer complaints within a global FinTech environment, focusing on regulatory compliance and quality assurance. Candidates will be responsible for investigating complex issues related to financial products and services while ensuring a positive customer experience. This position is hybrid, primarily remote with occasional office visits in London, and is initially for a six-month interim period. The company seeks experienced professionals with a strong customer-centric approach and a background in financial services.
Key Responsibilities:
- Investigate complex customer issues across regulated financial products and services.
- Assess facts in line with FCA DISP and Consumer Duty to ensure regulatory compliance.
- Deliver fair, timely, and high-quality complaint resolutions.
- Communicate clearly and empathetically with customers and internal stakeholders.
- Support continuous improvement by identifying trends and root causes.
Key Skills:
- 6-8 years' experience in regulated complaints handling (FCA, DISP, Consumer Duty).
- 4+ years of QA experience within a financial services role/organisation.
- Strong written and verbal communication skills.
- Ability to work independently and manage a busy caseload.
- Customer-first mindset with high attention to detail.
- Exposure to FinTech, digital banking, payments, or e-money is desirable.
Salary (Rate): £300 daily
City: Greater London
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Quality Assurance and Complaints Handler – Global FinTech - Multiple Hires
Location: Hybrid (Remote) and London (in-office when required)
Rate: c£250-£300+ per day DOE
Are you a confident and experienced complaints specialist with experience within financial Quality Assurance looking to make an impact at one of the world’s fastest-growing FinTechs? We’re hiring multiple QA & Complaints Handlers to join a high-performing team on a interim basis initially for a 6 month period. This is a fantastic opportunity to join a modern, mission-driven financial services firm that is reshaping the way people manage and access money. With a strong culture of customer-centricity and innovation, our client is seeking passionate professionals who take pride in delivering fair, timely, and high-quality complaint resolutions as part of the Global Quality Assurance function, driving complaints processes and consistency.
As a Complaints Handler, you will investigate complex customer issues across a range of regulated financial products and services, assess the facts in line with FCA DISP and Consumer Duty, and ensure regulatory compliance while delivering a positive customer experience. You’ll be expected to communicate clearly and empathetically with customers and internal stakeholders, and support continuous improvement by identifying trends and root causes. This is a hybrid role predominantly home based with occasional travel to the office , in Central London.
What We’re Looking For:
- 6-8 years' experience in regulated complaints handling (FCA, DISP, Consumer Duty)
- 4+ years of QA within a financial services role/organisation
- Strong written and verbal communication skills
- Ability to work independently and manage a busy caseload
- Customer-first mindset with high attention to detail
- Exposure to FinTech, digital banking, payments, or e-money is desirable
What’s on Offer:
- Competitive daily rate dependent on experience
- High-growth environment with career development opportunities