Complaints Manager

Location: London
Department: Member Support

About You 

As the Complaints Manager  you will lead the Complaints and vulnerable member support function at Tide, engaging with members, suppliers and internal stakeholders to ensure delivery of fair member  outcomes in adherence with FCA regulations.

You will be directly responsible for the performance of your teams and the successful delivery of their targets. As a start-up, Tide is full of energetic people willing to grow and exceed expectations. Perseverance and hard work are values we strongly believe in. At the same time, this comes with the realization that teamwork and camaraderie are essential. Leadership comes from within – by giving example, providing motivation and unity.

Member Support is the frontline of Tide – this is the place where everything critical happens. As you and your team deal with members and their queries, you will gain a valuable, keen understanding and knowledge of their needs. This is crucial information which can be used to optimise our department and organisation as a whole. 

Our main mission is to help our members save time and assist them in running their business smoothly. As one team, we act on data to discover, create and deliver what's best for our members. A solid part of this process is reviewing, monitoring and challenging KPI data to identify shortfalls in the service and implement processes for improvement.   . 


Some of the things you’ll be doing:

  • Own the end-to-end process for regulated complaints, including the complaints handling and FOS casework.
  • Lead multiple teams overseeing our complaints and vulnerable member support function
  • Represent Tide in complaint related topics with the Financial Ombudsman
  • Act as a management escalation point for complex or high risk cases
  • Support team members in developing their case handling and support skills
  • Plan and manage team caseload in order to achieve SLAs and avoid regulatory breaches
  • Own the root cause analysis process and create transparency across the business of major member pain points.
  • Drive change by ensuring complaints data is easy to access and understand and that our teams are aware of its importance
  • Analyse member data and provide guidance on how we can best support vulnerable members


You’ll be a great fit if: 

  • You have complaint handling experience, preferably within the fintech/banking sector or directly with the FCA
  • 3-4 years team management/appraisal experience
  • Experience of working in a regulated environment with a good understanding of the FCA rules and guidelines for complaint handling.
  • Strong interpersonal skills to deal with challenging issues and provide the right outcome for customers and the business.
  • Have experience working with vulnerable customers and understand the FCA expectations on fair treatment of vulnerable members 
  • You’re comfortable working in a fast-moving company where priorities can change and processes may need to be created from scratch
  • You love helping customers


What you’ll get in return:

  • Competitive salary 
  • Vitality Health Insurance, with a proactive focus on mental and physical wellbeing
  • Employee Assistance Programme
  • 25 days holiday with the ability to buy extra days
  • We invest in your development with a £1,000 professional L&D budget per year
  • Access to ‘salary sacrifice’ benefits such as Cycle to Work scheme and pension contribution
  • Spacious brand new office in Liverpool street with an all-day snacks bar
  • Enhanced family-friendly leave
  • 24 hours paid volunteering time off per year
  • Flexible working options
  • Sabbatical leave 
  • Share options


Who are Tide?

We’re the UK’s leading provider of smart current accounts for sole traders and small companies. We’re also on a mission to save business owners time and money on their banking and finance admin so they can get back to doing what they love – for too long, these customers have been under-served by the big banks.

Our offices are in London, UK, Sofia, Bulgaria, Hyderabad and Gurugram, India, where our teams are dedicated to our small business members, revolutionizing business banking for SMEs. We are also the leading provider of UK SME business accounts and one of the fastest-growing fintech's in the UK.

We’re scaling at speed with a focus on hiring talented individuals with a growth mindset and ownership mentality, who are able to juggle multiple and sometimes changing priorities. Our values show our commitment to working as one team, working collaboratively to take action and deliver results. Member first, we are passionate about our members and put them first. We are data-driven, we make decisions, creating insight using data.

We’re also one of LinkedIn’s top 10 hottest UK companies to work for.


Here’s what we think about diversity and inclusion…

We build our services for all types of small business owners. We aim to be as diverse as our members so we hire people from a variety of backgrounds. We’re proud that our diversity not only reflects our multicultural society but that this breadth of experience makes us awesome at solving problems. Everyone here has a voice and you’ll be able to make a difference. If you share our values and want to help small businesses, you’ll make an amazing Tidean.


A note on the future of work at Tide:

Tide’s offices are beginning to open for Tideans to return on a voluntary basis. Timelines for reopening will be unique for each region and will be based on region-specific guidelines. The health and well-being of Tideans and candidates is our primary concern, therefore, for the foreseeable future, we have transitioned all interviews and onboarding to be conducted via Zoom.

Once offices are fully open, Tideans will be able to choose to work from the office or remotely, with the requirement that they visit the office or participate in face-to-face team activities several times per month.