Customer Complaints Agent

{
  "content_hash": "3ce27fc970e8825f474bc5f203897328691bc0bc8001d07d6203508fcf834ac5",
  "source_hash": "b576415606c68452aa1cb8f049a331d924ddeb719cc090c908926e97aa53dc8c",
  "last_changed_at": "2026-05-30T05:45:07.295Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "Manchester, Greater Manchester, M3 3AQ, United Kingdom",
    "city": "Manchester",
    "region": "Greater Manchester",
    "country": null,
    "is_remote": false,
    "confidence": 0.8
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-06T10:19:21.870Z",
  "launch_scope": {
    "reason": "bamboohr_production_catalog",
    "included": true,
    "location": {
      "raw": "Manchester, Greater Manchester, M3 3AQ, United Kingdom",
      "city": "Manchester",
      "region": "Greater Manchester",
      "country": null,
      "is_remote": false,
      "confidence": 0.8
    },
    "countries": []
  },
  "remote_policy": null,
  "salary_period": null,
  "workplace_type": null,
  "salary_currency": null
}

{}

{
  "list_job": {
    "id": "328",
    "isRemote": null,
    "location": {
      "city": "Manchester",
      "state": "Greater Manchester"
    },
    "atsLocation": {
      "city": null,
      "state": null,
      "country": null,
      "province": null
    },
    "departmentId": "18465",
    "locationType": "2",
    "jobOpeningName": "Customer Complaints Agent",
    "departmentLabel": "Operations",
    "employmentStatusLabel": "Full Time Permanent"
  },
  "detail_errors": [],
  "detail_job_opening": {
    "location": {
      "city": "Manchester",
      "state": "Greater Manchester",
      "postalCode": "M3 3AQ",
      "addressCountry": "United Kingdom"
    },
    "datePosted": "2026-05-18",
    "atsLocation": {
      "city": null,
      "state": null,
      "country": null,
      "countryId": null
    },
    "description": "<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 18pt\"><span style=\"font-weight: bold\">About Jaja</span> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Our Mission: </span>Empowering our customers to buy, borrow, and build—driven by tech, fuelled by data, and built for the future.</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Our Company Values</span>: Care Deeply, Adapt &amp; Thrive, Challenge everything, Go for it! Own it, Make it Simple </span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"color: windowtext\">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. </span><br></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"color: windowtext\">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. </span><br></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"color: windowtext\">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.</span><br></span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 18pt; font-weight: bold\">Why Join Us?</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">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. </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">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! </span></p>\n<p><br><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif\"> <span style=\"color: rgb(72, 65, 63); font-weight: bold\">** 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)</span></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif\"><br></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 18pt; font-weight: bold\">Customer Complaints Agent </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif\"><span>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.</span><span> </span></span></p>\n<p><br><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 18pt\"><span style=\"font-weight: bold\"><span>Key Accountabilities</span></span><span> </span></span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Own customer complaints end-to-end, delivering fair, timely and effective resolutions in line with FCA DISP and good customer outcomes</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Provide exceptional support via chat, phone and written channels, ensuring clear, fair and empathetic communication aligned to Consumer Duty</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Manage competing priorities across the customer journey, using sound judgement and problem-solving to deliver effective outcomes</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Maintain accurate customer data, records and reporting in line with regulatory and company standards</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Capture and share customer feedback to improve processes, reduce harm and enhance the overall customer experience</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Take ownership of procedural and technical issues, driving them through to resolution</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Identify opportunities for process and technology improvements, supporting change initiatives</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Champion excellent customer experience in every interaction</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Support the Team Manager with workflow, performance and service delivery to achieve team goals</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Build strong relationships with clients and suppliers to ensure a seamless customer journey</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Consistently meet quality and compliance standards, including FCA DISP requirements</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Promote a collaborative team culture, ensuring timely delivery and shared success</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Stay up to date on products, services and developments to adapt quickly and contribute to continuous improvement</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 18pt\"><span style=\"font-weight: bold\">Essential Skills and Experience</span> </span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif\"><span>Experience in a customer service or contact centre environment.</span><br></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Proven experience managing customer complaints with confidence and professionalism, with a strong understanding of FCA DISP complaint-handling requirements.<br></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Experience working within the financial services sector, with an awareness of Consumer Duty and the importance of delivering good customer outcomes.<br></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Strong communication and stakeholder management skills, with the ability to build trust and influence positively.<br></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">A strong track record of delivery in demanding environments, with the ability to manage competing priorities effectively.<br></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Confidence working in a fast-paced, evolving environment where adaptability is key.<br></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Experience using key operational technologies, such as credit card processing platforms and a variety of customer contact solutions.<br></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Excellent organisational and time-management skills.<br></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Experience working across different stages of the customer journey.<br></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">An interest in technology, optimisation and automation, with a mindset focused on continuous improvement.<br></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif\">Flexibility to work shifts within the team’s operating hours of 8am to 8pm, Monday to Saturday.<span style=\"font-size: 12pt\"> </span></span></li>\n</ul>\n<p><br></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 18pt\"><span style=\"font-weight: bold\">What's in it for you? </span> </span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever   </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Competitive salary   </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Pension contributions, including Salary Exchange facility </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Annual bonus potential</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Private medical cover provided by Vitality (optional benefit)</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">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). </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Your birthday off each year as an additional day's holiday</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">4x life insurance cover </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Access to our confidential Employee assistance programme </span></li>\n</ul>",
    "compensation": "£31,930",
    "departmentId": "18465",
    "locationType": "2",
    "seekPromoted": false,
    "jobCategoryId": null,
    "jobOpeningName": "Customer Complaints Agent",
    "departmentLabel": "Operations",
    "jobOpeningStatus": "Open",
    "minimumExperience": "Entry-level",
    "jobOpeningShareUrl": "https://jajafinance.bamboohr.com/careers/328",
    "employmentStatusLabel": "Full Time Permanent"
  }
}