Customer Complaints Agent
On-site · London, England, United Kingdom
Job Summary
Customer Complaints Agent at Teya will investigate and resolve member complaints in a timely, professional, and FCA- and PSD2-aligned manner. You will gather evidence with internal teams, draft clear Final Response Letters, escalate high-risk cases, support regulatory reporting/MI, and meet departmental KPIs. The role requires empathetic, detail-oriented communication in a regulated financial environment, with responsibilities spanning complaint investigation, evidence gathering, stakeholder liaison, and process improvement suggestions. The position is based in Central London with an on-site office, offering a fast-paced, compliant environment and opportunities for learning and growth.
Required Qualifications
- Experience in customer-facing role
- Experience in FCA-regulated environment
- Understanding of the card acquiring and business banking space
- Knowledge of the DISP part of the FCA handbook
- Understanding of UK/EU laws and regulations applicable to FCA and FOS
- Excellent verbal and written communication
- Strong analytical skills
- Attention to detail
- Ability to manage regulatory reporting and MI
- Proactive in suggesting improvements to processes
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