Complaints Specialist

About us

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.

The role

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.

What excites 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 regulatio