Job Opportunities API

Job Title:  Satisfactory Quality (SQ) Complaints Specialist   Working Pattern:  36.25 hours per week on a shift pattern to be agreed with the Complaints Manager   Salary:  Up to £32,000 and up to 20% bonus and benefits   Location:  Blackpool (FY4 2FB) hybrid working      💚 Shaping the future of sustainable digital banking 💚   Launched in 2014 as one of the UK’s original challenger banks, Tandem is proudly headquartered in the Northwest, with over 500 people working across the UK.    People join Tandem because they want to shape something meaningful. Here, you’ll use your skills to create products that empower people to make better financial choices and lower their environmental impact. We’re big enough to drive real change, small enough for every voice to be heard, and united by a shared purpose that inspires us to move forward - together.    Recognised in  The Sunday Times  Best Places to Work for 2024 and 2025, Tandem has also been named in  The Sunday Times  100 Tech list for two consecutive years in 2025 and 2026 – a list of the fastest growing tech companies in Britain, reflective of our growing industry presence. Tandem was also awarded Investor in Customers’ Gold Standard based on customer and employee feedback and is a Certified™ Great Place to Work®.    Tandem is growing fast and helping to shape the future of sustainable banking.   Your team: Collaborators in change    Tandem is proud to offer a workplace with diverse experiences, perspectives, and backgrounds which leads to a unique company culture for our people and a better experience for our customers.     Our Complaints Team are a core part of our Operations function. Their main objective is to ensure that all complaints are investigated, and a fair outcome is provided to all customers. The Complaints Team ensure that in dealing with complaints we meet the FCA regulatory requirements.   Due to the growth of the business a vacancy has arisen to deal with increased volumes of SQ complaints. Past experience in this area would be beneficial but is not essential as on the job training will be provided. Your Impact: Building a sustainable tomorrow    As a SQ Complaints Specialist at Tandem your focus will be on:   Ensuring all aspects of compliance are met regarding DPA, CCA and FCA.    Sending all required correspondence, ensuring communications are fit for purpose and adapted for varying needs of customers; summary resolution if < 3 days, acknowledgement letters < 5 days, FRL or holding letters at 56 days.    Supporting with the timely logging of all complaints and ensuring iCasework is fully up to date.    Engaging internal and external customers, providing high standards in customer care, customer interaction, dialogue and attention to detail.    Assisting the Complaints leadership team in the development of systems and processes that contain a design of sensitivity, confidentiality, respect and that promote right first-time outcomes to complaints.    Managing your own workload in line with expectations set, taking ownership of individual performance, personal training and development.    Having accountability for individual performance and contribution to achieve KPIs set by the business.    Working as a team player to achieve group objectives and building good working relationships for the benefit of the customer.    Being flexible to undertake other duties within the team as required and to cover periods of staff absence.   We’d love to h