Complaints Specialist

• Join as a Complaints Specialist at the heart of customer operations, balancing customer service expertise, analytical thinking, and sound business judgement. • Ensure fair and consistent outcomes for customers by managing complaints in line with individual circumstances, regulatory standards, and company values. • Support payment reconciliation, chargeback processing, credit file disputes, and fraud investigations alongside core complaints handling.

• Bring 3–5 years of experience in a complaints handling role within financial services, ideally lending. • Have an in-depth understanding of FCA regulations and UK financial regulatory frameworks. • Be analytical and confident in resolving complex complaints with a structured and customer-first approach. • Communicate empathetically and professionally in written and verbal formats, especially under pressure. • Be meticulous with documentation, case logs, and root cause analysis.

• Have experience specifically in consumer lending or credit complaints. • Bring experience supporting Financial Ombudsman Service escalations with documentation and insight. • Have experience with payment reconciliation and chargeback processing. • Have experience conducting fraud investigations at an account level. • Have experience compiling complaints MI and reporting insights to senior management.

• Manage business-as-usual complaints from start to finish, ensuring responses are accurate, fair, and regulatory compliant. • Be the main point of contact for escalated customer complaints, providing timely, empathetic, and clear updates throughout. • Ensure casework aligns with FCA complaint handling standards and any other relevant obligations. • Investigate complaint trends and root causes, working cross-functionally with Underwriting and Collections to compile accurate responses and identify areas for improvement. • Support complaints reporting and MI activities, sharing insights with senior management and escalating emerging issues where appropriate. • Provide documentation and insight to the team responsible for Financial Ombudsman Service escalations. • Maintain accurate and timely logs for all complaints in line with internal procedures and system requirements. • Support the operations team with occasional work in fraud handling, account-level queries, or other process-related escalations as needed.

Abound is one of the most exciting fintech stories in the UK right now. In just five years, the co-founders have built a profitable, fast-growing lending platform that was named the UK's number one fastest-growing tech company by The Sunday Times in 2026, with nearly 500% annual revenue growth. The company generated £69 million in revenue and £9 million in profit before tax in 2024, which is remarkable given that, among the top 15 high-growth UK companies tracked by Sifted, Abound was the only profitable one. They have secured £2.2 billion in lending capacity from Citi, Deutsche Bank, Waterfall, and others, and have been listed among the top 250 global fintechs by CNBC. What makes Abound especially interesting as a place to work is the leadership pedigree: Gerald Chappell was previously a Partner at McKinsey and EY, where he led digital lending and credit analytics solutions globally, while Dr Michelle He was a Director at EY with a PhD in machine learning. The broader leadership team brings experience from Goldman Sachs, Citi, Airbnb, and other major institutions. The UK Glassdoor entity sits at 4.6/5, with every single employee recommending it to a friend. What comes through in reviews is the flat structure, data-driven culture, quick career progression, and the chance to learn directly from seriously experienced leaders. Everyone gets equity ownership, a 30-day paid sabbatical after 4 years, a free WellHub membership, and plenty of team socials. A couple of things worth knowing: some Glassdoor reviews flag high targets and performance pressure, and Abound runs a hybrid model from its London offices rather than being fully remote. That said, if you want to be part of a profitable, rapidly scaling UK fintech where your work has a real impact on making credit fairer for millions of people, Abound is a brilliant place to do it.

• Receive equity ownership in the company. • Work hybrid with 3 days a week in the Milton Keynes office. • Receive 25 days holiday a year plus 8 bank holidays. • Take 2 paid volunteering days per year. • Receive one month paid sabbatical after 4 years. • Access an employee loan benefit. • Receive free gym membership. • Enjoy a team wellness budget for group activities.

Abound is redefining consumer lending in the UK and beyond using advanced AI and Open Banking data to make fair, affordable personal finance available to more people. Rather than relying almost entirely on credit scores, Abound looks at the full financial picture to build a deeper understanding of each customer's situation. Having issued over £1.3bn in loans directly to customers with market-leading credit performance, the company reached profitability just 2.5 years after launch. Backed by £2bn+ of funding from investors including Citi, GSR Ventures, and Deutsche Bank, Abound is recognised as one of Europe's fastest-growing fintechs.