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Complaints Lead

2 weeks ago

London, United Kingdom Careers at Tide Full time

**Who are Tide**:
At Tide, we're on a mission to save businesses time and money. We're the leading provider of UK SME business accounts and one of the fastest-growing FinTechs in the UK. Using the latest tech, we design solutions with SMEs in mind and our member-driven financial platform is transforming the business banking market. Not only do we offer our members business accounts and related banking services, but also a comprehensive set of highly connected admin tools for businesses.

Tide is about doing what you love. We're looking for someone to join us on our exciting scale up journey and be a part of something special. We are wanting passionate Tideans to drive innovation and help build a best-in-class platform to support our members. You will be comfortable in ambiguous situations and will be able to navigate the evolving FinTech environment. Imagine shaping how millions of Tide members discover and engage with business banking platforms and building this on a global scale.

**What we're looking for**:
As Tide's Complaints Team Lead you will lead and manage a team of Complaints handlers, engaging with members, suppliers, internal stakeholders and Tide's banking partners 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 Operations 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 the FCA and the 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 use data to discover, create, and deliver what's best for our members. You will also ensure that there are effective processes to review complaints, identify and assess root causes and you will work with other teams across Tide to ensure any required improvements are prioritized and implemented.

**As a Complaints Lead you will be**:

- 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
- Analyzing 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

**What makes you a great fit**:

- You have complaints management experience, preferably within the fintech industry
- You have 5 years of team leadership and development experience - demonstrable track record of team building and performance improvement, ideally in a remote or semi-remote working model
- You are knowledgeable and have an understanding of FCA procedures, specifically around complaints; and are familiar with FOS processes and expectations
- You have strong interpersonal skills to deal with challenging issues and provide the right outcome for customers and the business.
- You are 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 improving the customer experience
- You are data-driven and understand MI and reporting requirements and how to use data to improve business performance
- You have experience of influencing change across multiple areas of the business.
- You are bright, engaging, positive and calm under pressure.
- You have a flexible and creative mindset, who brings out the best in people around you.
- You have some experience working in startups

**What you'll get in return**:

- Competitive salary
- Vitality Health Insurance, with a proactive focus on mental and physical wellbeing
- 24/7 Employee Assistance Program
- 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

**Tidean Ways of Working**

At Tide, we're Member First and Data Driven, but above all, we're One Team. Our Working Out of Office (WOO) policy allows you to work from anywhere in the world for up to 90 days a year. We are remote first, but when you do want to meet new people, collaborate with your team or simply hang out with your colleagues, our offices are alwa