Senior Complaints Officer

Hybrid
- London, England, United Kingdom

Sep 14, 2026

• We're looking for a diligent, empathetic Senior Complaints Officer to join our Operations team, focused specifically on Hyper Jar, our award-winning UK consumer app. This role sits at the heart of how Hyper Jar 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 Hyper Jar customers.
• This role is dedicated to Hyper Jar 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.

• 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.

• 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 .

• 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.

Hyperlayer is hyper-focused on making the most of AI across every workstream, and this role is no exception. As Hyper Jar'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 Hyper Jar'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.

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…