Complaints Team Lead

Location: Sofia
Department: Member Support

About You 

As a Complaints Team Lead you will lead and manage a team of Complaints associates, 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 team and the successful completion of their targets as well as providing  leadership, setting an example and providing motivation and unity.

The role is part of our Member Support team and is the front line of Tide. This role is critical to Tide, as you and your team provide a service to our members that is regulated by FCA and FOS. 

Your main mission will be to make sure the team’s needs are taken care of and everyone has the necessary tools at his/her disposal in order to execute their daily responsibilities. You'll act on data to discover, create, and deliver what's best for our members. you also review, monitor, and challenge KPI data to identify shortfalls in the service and implement processes for improvement.

Some of the things you’ll be doing:

  • Ensuring complaints are investigated promptly, fairly, and in line with all company procedures and regulatory expectations whilst promoting a culture to ensure the same across the business
  • Analysing complaints, providing insights in product, team, and service performance and performance against market peers
  • Defining a complaints’ handling strategy, governance model, and guidance documents to key stakeholders outlining rollout
  • Managing Financial Ombudsman Service complaints process and reporting.
  • Acting as a management escalation point for cases, take management calls, and handle complaints when required

You’ll be a great fit if: 

  • You have complaints management experience, preferably within the fintech industry
  • You have 2 years of team management/appraisal experience
  • You are knowledgeable and have an understanding of FCA procedures, specifically around complaints.
  • You have strong interpersonal skills to deal with challenging issues and provide the right outcome for customers and the business.
  • You’re comfortable working in a fast-moving company where priorities can change and processes may need to be created from scratch
  • You have a passion for customer support

What you’ll get in return:

  • 25 days holiday
  • Vitality Health and Dental Insurance, with a proactive focus on mental and physical well-being
  • Fully covered Multisport card
  • Food vouchers
  • We invest in your development with a 1,000 BGN professional L&D budget per year and up to three L&D paid days off
  • Snacks, light food, drinks in the office
  • Enhanced family-friendly leave
  • Flexible working options
  • Sabbatical leave.

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, Sofia, and Hyderabad, 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 fintechs 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. Members first, we are passionate about our members and put them first. We are data-driven, we make decisions, creating insight using data.

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.