Senior Complaints Analyst

ABOUT TIDE

At Tide, we are building a business management  platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.

Launched in 2017, Tide is now used by over 1 million small businesses across the world and is available to UK, Indian and German SMEs. Headquartered in central London, with offices in Sofia, Hyderabad, Delhi, Berlin and Belgrade, Tide employs over 2,000 employees.

Tide is rapidly growing, expanding into new products and markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.

ABOUT THE ROLE 

As a  Complaints Associate, 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 resolved to high quality standards and handled in line with processes and procedures within regulatory time frames.
• Take ownership of issues/questions/complaints raised to the Complaints team and ensure that these are picked up appropriately with relevant feedback provided to the area who raised these.
• Gain an understanding of regulatory bodies (Such as the Financial Ombudsman Service / Financial Conduct Authority) in order to ensure that complaints are handled as per the DISP handbook.

WHAT ARE WE LOOKING FOR 

• Excellent spoken and written English 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.
• Analytical skills, be good at problem solving and reviewing root cause analysis.
• Ability to build cross business relationships in order to deliver complaints data and implement solutions.

WHAT YOU WILL GET IN RETURN 

• 25 days paid annual leave 
• 3 paid days off for volunteering or L&D activities
• Extended maternity and paternity leave covered by the company
• Personal L&D budget 
• Additional health & dental insurance
• Mental wellbeing platform 
• Fully covered Multisports card
• Food vouchers
• Snacks, light food, drinks in the office
• WFH equipment allowance
• Flexible working from home
• Sabbatical Leave

TIDEAN WAYS OF WORKING

At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams. 

While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.

TIDE IS A PLACE FOR EVERYONE

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives. 

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard.

You personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.