Complaints Handler

About Us at GoCardless

GoCardless is a global bank payment company. Over 100,000 businesses, from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking.

GoCardless processes US$130bn+ of payments annually, across 30+ countries; helping customers collect and send both recurring and one-off payments, without the chasing, stress or expensive fees. We use AI-powered solutions to improve payment success and reduce fraud. And, with open banking connectivity to over 2,500 banks, we help our customers make faster, more informed decisions.

We are headquartered in the UK with offices in London and Leeds, and additional locations in Australia, France, Ireland, Latvia, Portugal and the United States.

At GoCardless, we're all about supporting you! We’re committed to making our hiring process inclusive and accessible. If you need extra support or adjustments, reach out to your Talent Partner — we’re here to help!

And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, we encourage you to apply!

The role

We're looking for a sharp and empathetic Complaints Handler to join our team. We pride ourselves on listening to our users and resolving their issues. We know that sometimes things don't go as planned, and we need a handler who is a skilled problem-solver, investigator, and communicator.

You'll work with our merchants across the UK, Europe, Australia, New Zealand, and North America to resolve complex issues and provide a world-class service. As part of our Merchant Operations Group, you will play a key role in managing complaint handling across the business. If you thrive in a fast-paced environment where the work is varied and consistently challenging, this is the role for you.

What excites you

Providing exceptional customer service and clear communication to complainants via phone and email.

Demonstrating a proactive drive to resolve complex an