Tide
TeamLead,Complaints,OperationsSupport
Neural analysis suggests this role is
optimal for Mid candidates.
“Team Lead, Complaints, Operations Support at Tide. Skills: Team Management, Complaints Handling, Metric Tracking, Root Cause Analysis. Manage a team of Complaint Analysts. Monitor and track complaint metrics”
What You'll Achieve.
Monitor and track complaint metrics (KPIs, KRIs, QA); Ensure all responses meet FOS and FCA requirements; Identify recurring themes and suggest process improvements; Ensure compassionate and equitable treatment for vulnerable customers
Industry & Context.
Analytical Mindset; attention to detail; passion for finding solutions to complex, non-standard situations
What They're Looking For.
Must Have
UK Complaints Handling, Team Management, Financial Industry Knowledge, Startup Familiarity
Nice to Have
Experience in a digital bank or fintech environment, Training or accreditation in managing vulnerable customers
What You'll Do.
Manage a team of Complaint Analysts
Monitor and track complaint metrics
Develop and implement policies
Manage escalated complaints
Collaborate with other departments
Assist with training programs
Support Managers with reports
Provide cover for Managers
Provide feedback and RCA
Conduct fact-finding and analysis
Identify and support vulnerable customers
How You'll Work.
Team & Collaboration
Collaborate with other departments to ensure consistency and alignment; Support Complaints Managers with reports and presentations for Senior Management and other stakeholders
Communication Scope
Empathetic Communication; Exceptional ability to build rapport; Listen actively; Show genuine compassion during difficult conversations
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. ABOUT THE ROLE: As a Complaints Team Lead you will Manage a team of Complaint Analysts and Senior Analysts Monitor and track complaint metrics (KPIs, KRIs, QA) Develop and implement policies and procedures Manage escalated complaints Collaborate with other departments to ensure consistency and alignment in the handling of complaints Assist with regular training and development programs Support Complaints Managers with reports and presentations for Senior Management and other stakeholders to communicate the status of complaint resolution activities and areas for improvement. Provide cover when they are absent Provide appropriate feedback and RCA to relevant stakeholders to ensure continuous improvement Key Responsibilities includes: Team Management: Manage a team of Complaint Analysts and Senior Analysts, providing guida
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