Senior Complaints Officer

About the role

• We're looking for a diligent, empathetic Senior Complaints Officer to join our Operations team, focused specifically on HyperJar, our award-winning UK consumer app. This role sits at the heart of how HyperJar listens to, resolves, and learns from complaints raised by our consumer customers, making sure every customer gets a fair and timely outcome. You'll own complaints end-to-end, support cases referred to the Financial Ombudsman Service (FOS), oversee our BPO partner's fraud dispute and chargeback work, and drive the analysis that helps us fix root causes and improve outcomes for HyperJar customers.
• This role is dedicated to HyperJar rather than Hyperlayer's B2B banking platform or its financial institution clients.
• This role works on a hybrid basis, with occasional travel into our London (Paddington) office for in-person collaboration.
• It's a great opportunity for someone with strong attention to detail, sound judgement, and an interest in financial services operations to make a tangible impact on customer outcomes within a fast-growing fintech.

What you'll do

• Own a caseload of complaints end-to-end – investigating thoroughly, communicating clearly with customers, and resolving fairly within regulatory timescales (DISP) Assess complaints independently, determine outcomes and redress within delegated authority, and draft clear, well-evidenced final response letters.
• Identify vulnerable customers and ensure appropriate handling throughout, escalating potential harm, risk, or systemic issues as they arise.
• Maintain accurate complaint records and produce regular MI on volumes, root causes, timeliness, and outcomes, including regulatory returns and SQL-based reporting.
• Prepare well-evidenced case files for FOS referrals and respond to caseworker requests and provisional findings within deadlines.
• Analyse complaint themes and volumes to identify emerging trends and root causes, working with product, operations, and risk teams to turn findings into remediation plans.
• Oversee the day-to-day fraud dispute and chargeback work carried out by our BPO partner, acting as escalation point and running quality assurance on their casework.
• Support audits, reviews, and information requests relating to complaints and disputes, and champion continuous improvement across the team.

Qualifications

• Experience in a complaints handling, customer resolution, or similar role within financial services or a regulated environment.
• Working knowledge of FCA complaints handling rules (DISP) and the FOS referral process.
• Strong written communication skills, with the ability to produce clear, fair, and well-evidenced final response letters.
• Good analytical skills, with the ability to spot patterns, identify root causes, and translate data into actionable insight.
• Excellent attention to detail and the ability to manage a caseload against regulatory and internal deadlines.
• A genuine customer-first mindset, with awareness of vulnerable customer considerations.
• Strong judgement and the ability to make balanced, evidence-based decisions on complex customer cases.
• Comfortable working with sensitive customer, financial, and regulatory information.

Nice-to-haves

• Experience supporting FOS case management directly.
• Experience with SQL for building and querying reports.
• Experience producing MI/reporting packs (Excel or BI tools).
• Experience with fraud disputes, chargebacks, or pre-arbitration processes.
• Experience overseeing or quality-checking outsourced/BPO teams.
• Experience in a fintech, payments, or digital banking environment.
• Experience with root cause analysis, thematic reviews, or customer remediation.
• Experience supporting audits or information requests from internal or external reviewers.

Using AI at Hyperlayer

Hyperlayer is hyper-focused on making the most of AI across every workstream, and this role is no exception. As HyperJar's Senior Complaints Officer, you'll be expected to use AI tools like Claude to help summarise complex case histories, draft first-pass final response letters for review, and surface themes and root causes across HyperJar's complaint volumes more quickly. We see AI as an opportunity to spend less time on admin and more time on judgement calls that genuinely improve customer outcomes.

Working at Hyperlayer

We value our team and are proud to offer some great benefits:

• A performance-based employee bonus scheme.

• 25 days annual leave plus bank holidays, a day off on your birthday, and an additional day per year of tenure to a maximum of 30.

• Critical illness and life insurance cover.

• AXA PPP Health Insurance, including gym offers.

• Cycle-to-work scheme.

• Referral bonus scheme.

• Workplace nursery scheme.

Right to work

Applicants must have the right to work in the UK. We are unable to offer visa sponsorship for this role unless stated otherwise.

How to apply

Please click on the 'Apply' button, you will be asked to provide an updated CV and answer some questions. For further information about this vacancy, you can contact us at [email protected].

Equity, diversity, and inclusion

Hyperlayer's mission is to make a positive impact on people's lives, making it easier for everyone to manage their money.

Hyperlayer's commitment to equity, diversity, and inclusion is a key part of this; it helps us better serve our customers, employees, and business partners from every background.

We are constantly learning and striving to do better, and we expect all staff to actively take part in this process.

Data Privacy

As part of our recruitment process, Hyperlayer collects and processes personal data relating to job applicants.

We are committed to being transparent about how we collect and use this data and to meeting our data protection obligations. To read more click here.