Senior Complaints Specialist, EMEA

Airwallex·UK - Londonsenior

En corto

→Especialista Senior en Reclamaciones para EMEA, primer rol dedicado en la región.
→Resolver disputas complejas con enfoque proactivo, cumpliendo plazos regulatorios y representando a Airwallex ante el Ombudsman.
→Oportunidad única de construir desde cero el sistema de reclamaciones en EMEA y usar IA a escala.

Fluent in English – written and spoken.

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¿Qué piden?

✓Conocimiento profundo de las regulaciones del Reino Unido, incluyendo DISP y el proceso de reclamaciones del FOS.
✓Capacidad para gestionar un alto volumen de casos con precisión y cumplimiento de plazos legales.
✓Experiencia comprobada en manejo de reclamaciones complejas, especialmente ante el Financial Ombudsman Service.
✓Habilidades sobresalientes en análisis de causas raíz y liderazgo de reuniones mensuales de revisión.
✓Destreza para documentar casos con rigor, preparar archivos completos y redactar posiciones oficiales.
✓Capacidad de colaborar con equipos internos para resolver problemas sistémicos y prevenir reclamaciones.

¿No cumplís todo? Es lo normal — tu dossier gratis te dice qué gaps tenés y cómo cubrirlos en la entrevista.

FOS (Financial Ombudsman ServiDISP (Financial Service and MaRegulatory ComplianceRoot Cause AnalysisCase ManagementDocument PreparationInternal CollaborationAI for Complaint HandlingComplaint Escalation ManagemenTime-sensitive Task Management

¿A quién escribirle en Airwallex?

Tu dossier gratis identifica a las personas que te entrevistarían — con su background, qué valoran y cómo escribirles para destacar antes de aplicar.

About Airwallex Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 250,000 businesses worldwide – including Brex, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us. Attributes We Value We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles . You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next. The Role: We're looking for a dedicated, organised Senior Complaints Specialist to join us as we build our Complaints function in EMEA from the ground up - this is our first dedicated complaints hire in the region. You'll spend the majority of your time as a proactive, high-energy complaint handler: resolving complex disputes and keeping pace with our regulatory deadlines. This is much more than a standard complaint handler role: alongside resolving complex disputes, you'll lead our monthly complaints reviews, drive root cause analysis, and step up complaints handling processes for the region. Who you are: You're a natural complaint handler – you take ownership of a steady caseload, resolve issues objectively and fairly, and can turn a messy, technical problem into a clear explanation for the customer. You also have extensive knowledge of UK regulations including DISP and the FOS complaints handling process. You're organised and deadline-driven – you manage your own schedule to make sure every case is resolved within the required legal timeframes, without needing to be chased You're detailed-orientated – you can prepare thorough case files, gather evidence, and represent Airwallex professionally in front of the Financial Ombudsman Service You're ready to step up – you’ll run our monthly complaints meetings and drive root cause analysis across EMEA. You're a great collaborator – you'll work closely with internal teams to fix the root cause of issues. Responsibilities Manage your caseload: Take ownership of a steady stream of complaints, meeting daily targets while maintaining high standards.

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