Tide
Finance / FinServ
ComplaintsManager
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Complaints Manager at Tide. Skills: Complaints management, Problem-solving, Communication. Managing complaints from members and non- members regarding our products, services or customer service. Take ownership of complaints from start to finish”
What You'll Achieve.
Resolve complaints in a timely and professional; Prevent future; Maintain required productivity levels whilst ensuring complaints are resolved to high quality standards and handled in line with processes and procedures within regulatory time frames
Industry & Context.
Identify the root cause of the; Develop solutions to prevent future; Passion for problem-solving and finding solutions to difficult situations; Analytical skills, be good at problem solving and reviewing root cause analysis
What They're Looking For.
Must Have
Excellent spoken and written English and Italian skills, Ability to use industry tools like GSuite, Slack and Jira, Organised with the ability to multitask, The ability to remain calm under pressure and handle difficult situations, Passion for problem-solving and finding solutions to difficult situations, Accurate with good attention to detail, Experience working in customer service for the finance industry, Some experience working in start-ups, Analytical skills, be good at problem solving and reviewing root cause analysis
What You'll Do.
Managing complaints from members and non- members regarding our products
services or customer service
Take ownership of complaints from start to finish
Ensure that all complaints are correctly logged on our complaints management
Investigate complaints and identify the root cause of the
Communicate with complainants through various channels such as email or phone to resolve their complaints in a timely and professional
Work closely with the relevant departments within Tide to identify any systemic issues and develop solutions to prevent future
Maintain required productivity levels whilst ensuring complaints are resolved to high quality standards and handled in line with processes and procedures within regulatory time frames
Escalate complex complaints or unresolved cases to senior management or ombudsman services
Interface with external dispute resolution bodies when needed
Contribute to periodic reports on complaints handling activity for compliance and leadership teams
How You'll Work.
Team & Collaboration
Work closely with the relevant departments within Tide to identify any systemic issues and develop solutions to prevent future
Communication Scope
Excellent spoken and written English and Italian skills; Communicate with complainants through various channels such as email or phone
Full Job Description
ABOUT TIDE At Tide we help SMEs save time (and money) in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions from invoicing to accounting. Tide is transforming the small business banking market with over 1.8 million members globally across the UK, India, Germany and France. Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data-driven decisions to serve our mission: to help SMEs save both time (and money) so they can get back to doing what they love. Tide facts: Tide is available for UK, Indian, German and French SMEs Over 1.8 million members: 800,000 UK and 1,000,000 in India and growing rapidly Over $300 million raised in funding Over 2,500 Tideans globally - we’re diversity champions! We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram and New Delhi, and in Berlin, Paris and Luxembourg. What we’re looking for: We are looking for a Complaint Manager to join our team. The successful candidate will be responsible for managing complaints from members and non- members regarding our products, services or customer service. As a Manager, you’ll be expected to: Take ownership of complaints from start to finish, ensuring that all complaints are correctly logged on our complaints management system; Investigate complaints and identify the root cause of the issue; Communicate with complainants through various channels such as email or phone to resolve their complaints in a timely and professional manner; Work closely with the relevant departments within Tide to identify any systemic issues and develop solutions to prevent future complaints; Maintain required productivity levels whilst ensuring complaints are resolv
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