GoCardless are here to support you and we’re committed to making the hiring process inclusive and accessible for everyone. If you need extra support or any adjustments made, please reach out to your Talent Partner.

Remember, we don’t expect you to meet every requirement. If you’re excited by this role, we encourage you to apply.

 

About us

At GoCardless we believe bank payments are the best way to pay and get paid. We also believe that bank account data is a powerful tool to make better, faster decisions. We’re making it easy to use both- for businesses everywhere.  

GoCardless is used for domestic and international payments by 85,000+ organisations and counting, processing more than $30 billion across 30 countries. We are headquartered in the UK, with additional offices in Australia, France, Latvia and the United States.

The role

GoCardless is on a mission to become the world's bank payment network. The Complaints Team sits within the Governance and Assurance team, and we're looking for a bright and empathic Complaints Handler to join our team. We pride ourselves on listening to our users and doing everything we can to solve their problems. We know that things do not always go as expected, so we are looking for a complaints handler who is a great problem solver and investigator.

This role is vital to successfully delivering the company's objectives and ensuring we understand where friction can occur within our Customers' journey.

You'll be speaking directly with customers, working quickly and accurately to solve issues that arise. 

You'll be working closely with a variety of teams and stakeholders within GoCardless. You'll also have the opportunity to develop your communication, operational, and prioritisation skills. Though you will be expected to hit the ground running, you'll be part of a dedicated team that's well-established and has a focus on developing careers. To that end, before you start, there's paid training, an induction, and a thorough onboarding process so you get comfortable with the GoCardless product. 

If you're happy working in a fast-paced environment where the work is varied and challenging, this is your role. 

What excites you 

As a Complaint Handler, you will:

  • Provide exceptional customer service when interacting with complainants via phone and email
  • De-escalating difficult customer situations
  • Ensure a thorough investigation process has been completed in order to provide the right outcome
  • Respond to all incoming complaints and escalate to the next stage where necessary 
  • Take full responsibility for caseload once received, adhering to our internal complaints policy and deadlines
  • Provide high-level responses to complaints

What excites us 

  • You have a minimum of 3 years of Complaints handling experience within the Financial Services sector 
  • You have a flawless command of English and communicate clearly in speaking and writing.
  • You are happy to support customers via email or over the phone
  • You care deeply about providing customers with a great experience
  • You take pride in having strong attention to detail and always see tasks through to completion 
  • You are passionate about solving issues and getting the best outcome possible
  • You have the ability to keep calm under pressure

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Location

3 days Office Based - Riga, Latvia 

2 days working from home

Working hours

9 am - 6 pm EET

We are a 24x7 operation and require our employees to demonstrate a willingness to work on some bank holidays.

The first four weeks will be dedicated to induction & onboarding. A further 4 weeks will be a ‘ramp-up’ period. In light of this, working hours will be 11 am - 8 pm EET, Monday to Friday, for the first 8 weeks.

Salary range - the expected base salary range for this position is between €1600 and €1800 (gross). 

Base salary ranges may vary and are determined by things like geography, level of experience, interview assessment and seniority compared to fellow employees at GoCardless doing similar work. Please note that whilst we strive to offer competitive compensation, there is no guarantee that an offer will reach the upper limit of the stated range.

(some of) The good stuff

  • Wellbeing - stay healthy with dedicated support and medical cover
  • Work away scheme - you can apply to work away from your country of residence for up to 90 days in any 12 month period (in accordance with our work away policy)
  • Adaptive Working - Our hybrid workplace model fosters collaboration and flexibility, with in-office days determined at team level
  • Equity - all permanently employed GeeCees receive equity so we can share in the success we achieve together
  • Parental leave - to suit everyone embarking on life's great adventure
  • Time off - generous holiday allowance, + 3 annual volunteer days, + 4 annual business-wide wellness days (‘GC Fridays’)

Life at GoCardless  

We're an organisation defined by our values; We start with why before we begin any project, to ensure it’s aligned with our mission. We make it happen, working with urgency and taking personal accountability for getting things done. We act with integrity, always. We care deeply about what we do and we know it's essential that we be humble whilst we do it. Our Values form part of the GoCardless DNA, and are used to not only help us nurture and develop our culture, but to deliver impactful work that will help us to achieve our vision.

Diversity & Inclusion

We’re building the bank payment network of the future and our ambition is to move money anywhere, for anything, for anyone. If we’re going to achieve this goal, we need to build a team of ‘GeeCees’ that is as wonderfully diverse as the world we live in - with a multitude of perspectives, experiences & backgrounds.

We’ve got a long way to go, but here’s how we’re doing as of July 2024;

45% identify as women

23% identify as Black, Asian, Mixed or Other

10% identify as LGBTQIA+

9% identify as neurodiverse

2% identify as disabled

If you want to learn more, you can read about our Employee Resource Groups and objectives here as well as our latest D&I Report 

Sustainability 

We’re committed to reducing our impact on the environment, leaving a more sustainable world for future generations. In 2021 we became co-founders of the Tech Zero coalition, a group of businesses committed to taking climate action as part of the UNFCCC Race to Zero. We aim to reduce our impact and to create positive change on the natural world. Check out our sustainability action plan here. 

Find out more about Life at GoCardless via Twitter, Instagram and LinkedIn. 

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LATVIA - Demographic Questions

The questions below are completely optional and are anonymous. You can proceed with your application without answering them. Your answers CANNOT be linked to you individually, and they have no impact on the hiring decisions we make. However, we’d appreciate you answering them and here’s why:

We're committed to making GoCardless a place where everybody can thrive regardless of their background. Championing a diverse, inclusive workplace underpins our mission to build the world’s bank payment network.

We continually measure our efforts to ensure we're on track, and that's where you can help. 
Want to find out more about D&I at GC? Take a look here.

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