B2C Services Complaints and Claims Agent

At Ikano Bank, we believe work should feel meaningful and inspiring. Together, we create a great place to work where people are inspired to be the best they can be while contributing to a better life for our customers and the long‑term success of the Bank.

Guided by our Swedish heritage and values: common sense and simplicity, working together and daring to be different, we keep things straightforward and down‑to‑earth. If you like the idea of being part of a team that works hard, enjoys solving challenges together, and dares to do things a little differently, you will feel right at home here.

Working in the Commercial B2C Function means creating and shaping the banking products and services our customers rely on. You’ll drive innovation by developing new solutions, enhancing existing ones, and ensuring they stay competitive, compliant, and profitable. Every day, you’ll make an impact by delivering value to customers, guiding the bank’s growth, and keeping our offerings relevant and attractive in a fast‑changing market.

As a Complaints & Claims Agent you will be responsible for handling regulated customer complaints, complex queries, Section 75 claims, and customer dissatisfaction. Your role will involve a range of investigative, evaluation and decision‑making tasks. You will liaise with internal and external stakeholders to determine appropriate resolutions to provide our customers with full and fair responses. You will be organised and efficient, enabling you to resolve cases in a timely manner and in line with the business and regulatory guidelines and SLAs.

• Ensure to accurately record, handle, and take ownership of regulated complaint cases and claims, ensuring that customers are responded to in a timely manner in line with defined SLAs
• Ensure customer complaints are resolved in a timely manner to ensure the right customer outcomes are achieved and identify if there are any concerns within Ikano’s processes that may have caused the initial complaint.
• Ensure that all details and progress of a complaint is captured and categorised in accordance with business and FCA standards
• Take responsibility to understand the root cause of customer complaints and escalated these concerns to the relevant stakeholders when necessary
• Secure accurate and consistent records of investigations and decision making are being kept, in line with industry best practice standards
• Liaise with our customer’s retailers and any necessary third parties via various communication channels such as telephone, email and letter
• Proactively contact customers and manage cases, setting expectations
• Writing letters to our customer to confirm the outcome of their complaint and the reasons behind the outcome that has been decided
• Represent the team in appropriate projects, as required by the Team Manager
• Work with key stakeholders to develop networks throughout IKANO to facilitate gathering information and to use in providing expert advice when resolving complaints
• In line with Customer Duty, communicate in a way our customers understand, and they get the support they need, when they need it
• Identify key themes, trends, and support, feeding back findings into the business to help improve our ways of working
• As part of Ikano’s commitment to Treating Customers Fairly, endeavour to ensure that fair treatment of customers is central to everything that we do
• Ensure all work is carried out to a high level of accuracy and always ensure compliance with all company and other relevant standards/regulations
• Report on and support the process of delivering feedback to business areas on their complaint’s drivers

High School or equivalent

• Previous experience working in Complaints within an FCA regulated firm.

- Understanding of the finance sector, the FCA, S75 and DIP regulation rules

• Can demonstrate knowledge about investigating a complaint/claim to deliver a good customer outcome
• Proven knowledge of letter writing
• Understanding of the regulations and SLA’s needed when working within the complaints and claims sector
• Have an awareness of AML and understand…