Complaints Handler

Location: Tbilisi, Georgia Workplace: fully About InvestEngine InvestEngine is everything the modern investor should need. Unbeatable value, market-leading automation, and built for easy, long-term investing. We've built a strong foundation, have over £3 billion invested, award-winning service, and a passionate team — now we're ready to scale. About the Role We're looking for a Complaints Handler to join our newly established Complaints function, reporting to our Complaints and Consumer Duty Officer. Your mission is to make sure every customer complaint and escalation is resolved fairly, on time and to a high standard — through strong investigation, sound decision-making and clear customer communication — and to turn what complaints tell us into meaningful feedback for the business. You'll sit between our Customer Experience and Operations teams, acting as the bridge between resolving individual cases and improving how the business works. Around 90% of your time will be hands-on complaint handling (roughly 12 complaints a week on average), with the remaining 10% on project work such as complaints MI and root-cause analysis. This role is ideal for someone who is curious, fair-minded and independent: you dig past the surface to find out what really happened, you're comfortable making a call, and you know when to escalate. What You'll Do Own the end-to-end investigation and resolution of customer complaints and escalations, in writing and by phone, including complex, sensitive or time-critical cases Review the evidence impartially and reach fair, proportionate outcomes, taking account of the customer's individual circumstances and impact Write clear, structured and empathetic final responses that explain your findings and decisions in plain English Manage your caseload to meet internal SLAs and regulatory deadlines, prioritising the most urgent and complex cases Work with Operations, Customer Experience and other internal teams to gather information and get issues fixed Identify root causes behind complaints and contribute to complaints MI, insight and process improvements that reduce repeat issues What We're Looking For Experience investigating customer complaints, escalations or disputes in financial services, fintech, banking, payments, brokerage, or another regulated or high-volume customer operations environment Sound judgement: you can apply policy, process and customer context to reach fair outcomes, and know when to progress independently and when to escalate Excellent written English — clear, accurate and empathetic, with high standards of grammar and spelling (C1 level and above; we are a UK-based company and you'll be writing to UK customers) Strong time management; you can work independently, juggle a caseload and consistently hit deadlines A curious, analytical mindset and comfort working with spreadsheets to spot patterns Nice to Have Experience handling formal complaints in a UK FCA-regulated business; familiarity with DISP or Consumer Duty Knowledge of investment products such as ISAs, SIPPs or ETFs Experience with root-cause analysis or complaints MI reporting Experience using Zendesk or similar case-management tools How We Work We're a lean, fast-moving team that values clarity, ownership, and transparency. You'll have the freedom to experiment, the responsibility to follow through, and the backing of a team that values clear thinking and open dialogue. We believe in solving problems at the root, not just treating the symptoms. What We Offer Impact from day one You'll take on meaningful work from the start, putting things right for customers and directly improving how we serve investors. Room to grow Complaints handling is a fantastic launchpad: you'll gain exposure to regulation, governance and how every part of a growing fintech works. As we scale, you'll have opportunities to expand your responsibilities and help shape a new function. Transparent and open culture We share decisions openly, keep communication channels clear, and encourage collaboration across every part of the business. Supportive, high-calibre team Work alongside talented professionals who are experts in their fields — smart, driven, and generous with their knowledge. Remote and flexible Georgia-based with flexibility. We focus on results and trust you to manage your time effectively. Our Hiring Process CV review by our Talent team Gamified cognitive assessment and a short test task representative of the role Interview with our Talent team Skills interview with the Complaints team Final interview with senior leadership