Complaints Handler – Allica Bank

About Allica Bank

Allica is the UK’s fastest-growing company and the fastest-growing financial technology (Fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in the Fintech sector.

Established SMEs are the backbone of local communities — representing over a third of the UK economy — yet traditionally underserved by both high street banks and modern fintech providers.

Role Description

The Complaints Handler role sits within our Complaints Team. As a growing bank of scale, Allica now requires a full team to manage all complaints and disputes. Known for excellent service, we need to learn from instances where customers do not have a positive experience. The role involves:

• Supporting the growing Complaints function by logging, investigating and managing a wide variety of complaints and disputes.
• Working closely with the Complaints Manager, Senior Complaints Handler, and wider Operations teams, as well as cross-functional departments.
• Serving as a confident communicator (both written and verbal), with key strengths in organisation, delivery focus, and passion for Customer Experience.

Principal Accountabilities

• Handle inbound customer communications via voice, chat or social media to action requests, resolve issues, and manage complaints to resolution.
• Manage case logs, including outbound customer communications, payments, and letter writing.
• Address exceptional cases, including:
  • KYC (Know Your Customer) referrals
  • Complaints and escalations
  • Vulnerable customers
  • Deceased/Power of Attorney cases
  • Complex needs of SME customers
• Proactively identify process improvements and seek innovative solutions to enhance customer service.
• Represent Allica’s core values in all interactions with customers.
• Provide processional support to other teams on customer engagement needs.