Customer Support Complaints & Escalations Advocate

London · GB - Remote · 2-3 years experience · Remote · Posted Sep 29, 2026

At a glance

As a member of the Internal Dispute Resolution team (Escalations), you will help solve customers' most complex issues.
You will join the complaints team, working in collaboration with onshore and offshore teams to strive for excellence in every ticket.
You will be responsible for supporting, upholding, and promoting internal policies and processes under the Global Complaints Policy to achieve fair outcomes.

Investigate, manage, and resolve escalated customer complaints where first level resolution team members have not been able to resolve in accordance with Afterpay / Clearpay complaint management policy frameworks, including our obligations to regulatory requirements.
Manage multiple complaint cases simultaneously in an efficient and effective manner in accordance with standard operating procedures.
Provide support to front-line team members to help improve first point resolution and reduce escalations if possible.
Stay alert to trends in complaints, customer and front-line team feedback in daily routine; alert leaders and make recommendations to improve processes as required.
Develop productive working relationships with a range of stakeholders across the Operations team and often with Product or Technology stakeholders to support the resolution of customer complaints.
Partner with operational leadership to ensure complaint SLAs, efficiency metrics, and quality expectations are being met by offshore support teams.
Balance quality, productivity and service standards in your day to ensure KPIs are delivered.

Minimum of 2 - 3 years experience in Customer Service roles, with specific Escalations / Complaints Experience.
Experience working in a regulated financial services role under FCA regulations.
Experience in service delivery in an omnichannel environment - across phone, messaging and social media channels.
A self-motivated, analytical mindset and thrive in dynamic environments with evolving priorities.
Strong time management skills.
Excellent written and verbal communication skills.
Experience in staying calm and providing support to difficult or vulnerable customers over the phone.
Strong attention to detail and the tenacity to seek a solution to a problem.