Customer Experience RegOps Agent

5 days ago Be among the first 25 applicants

Curve was founded with a rebellious spirit and an ambitious vision: to simplify your finances so you can focus on what matters most. We bring all your accounts together, let you track spend, and offer unique insights—all with added security to keep your money safe.

To empower customers to unlock Curve’s full potential by delivering an honest, personalised experience and advocating for their needs with a focus on delight.

• Complaints
  • Deal with formal complaints quickly and efficiently, ensuring acknowledgements, final response letters, and follow‑up responses meet internal and external SLAs.
  • Investigate and resolve issues raised in formal complaints, building relationships across the company.
  • Identify efficiency changes, implement improvements, and monitor complaint lines in Kustomer and G‑Chat channels.
  • Manage your workload, change priorities where needed, and act as a subject‑matter expert answering complaint‑related queries from the wider CX team.
  • Demonstrate strong stakeholder management capabilities.
• Building Quality in CX
  • Identify trends in formal complaints (and GDPR requests) and propose ways to improve CX and business outcomes.
  • Support root‑cause analysis and internal feedback loops with frontline support and specialist domains.
  • Act as a subject‑matter expert advising on processes and identifying knowledge gaps within the wider CX department.
  • Support cases that could potentially become a formal complaint.
• Supporting Reg Ops and CX Advisors
  • Monitor requests from CX agents requiring support with challenging customers and share knowledge with the CX/Fincrime teams.
  • Deliver positive, constructive feedback to CX agents.

• Proven experience in complaints handling in fintech, banking, or another regulated industry (12+ months).
• Confidence in verbal communication and the ability to engage effectively with customers and key stakeholders.
• Resilience and empathy when handling challenging or sensitive customer complaints.
• Natural problem‑solving/investigative skills and a curious mindset.
• Demonstrable customer‑obsession mindset and passion for turning negative experiences into positive outcomes.
• Comfortable with challenging decisions, relying on data and evidence.
• Understands compliance and regulatory frameworks (FCA & The FOS).
• Motivated by continuous improvement and thrives in a fast‑paced environment.
• Excellent time‑management skills and the ability to meet targets.
• Role model for the company’s leadership principles and behaviours.

• Complaints managed quickly, efficiently, and always in line with SLAs and regulatory requirements.
• Customers feel heard, valued, and supported—even when issues are complex or sensitive.
• Strong relationships built with regulatory bodies and internal stakeholders.
• Root causes from complaints and GDPR requests identified and acted on, reducing repeat issues.
• Knowledge shared across the CX team, raising capability and confidence in handling complaints.
• Ongoing process improvement leading to greater efficiency and a consistently delightful customer experience.

• 25 days plus bank holidays.
• Bonus days off for Learning & Development, Mental Wellbeing, Birthday, Moving House, and Christmas.
• Working abroad policy (up to 60 calendar days per year).
• Bupa Health Insurance (YuLife).
• Life insurance powered by AIG (five times annual salary).
• Pension scheme powered by “People’s Pension.”
• EAP (Mental health & wellbeing support, Life coach, Career coach).
• 24/7 GP access via YuLife.
• Annual subscriptions to Meditopia & FIIT for your mind and body via YuLife.
• Discounted shopping vouchers via YuLife.
• Enhanced parental leave.
• Ride‑to‑work scheme & season ticket loan.
• Electric car scheme.
• Six nights of Night Nanny for new parents.
• Free Curve subscription for you and your +1.

• We know great candidates don’t always tick every single box. If this role excites you, we want to hear from you.
• We design our hiring process to be fair, inclusive, and practical. If you need adjustments or feel there’s a way we can improve, we’re all ears.

• Requires office attendance, five days per week.
• Must have full working rights in the United Kingdom without visa sponsorship.

• Mid‑Senior level

• Full‑time

• Other