About the role
We are looking for a Senior Complaints Analyst to join our team. The successful candidate will be responsible for managing complaints from UK members and non-members regarding our products, services or customer service.
As a Senior Complaints Analyst, you’ll be expected to:
- Take ownership of complaints from start to finish
- Investigate complaints and identify the root cause of the issue
- Communicate with complainants through various channels to resolve 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 and quality levels
Key Responsibilities
- Complaint Investigation: Manage and progress multiple complaints through to fair resolution, ensuring adherence to FCA DISP rules and internal policies
- Regulatory Compliance: Ensure all responses meet FOS (Financial Ombudsman Service) and FCA (Financial Conduct Authority) requirements adhering to TCF (Treating Customers Fairly) and CD (Consumer Duty) outcomes
- Root Cause Analysis (RCA): Conduct thorough fact-finding and critical analysis to identify recurring themes and suggest process improvements to prevent future issues
- Professional Correspondence: Draft clear, concise, and compliant final response letters that explain complex financial findings in accessible, jargon-free language
- Vulnerable Customers: Identify and provide tailored support for customers in vulnerable positions, ensuring compassionate and equitable treatment
- Stakeholder Collaboration: Liaise with internal teams like Operations, Compliance and Product to gather data and resolve cases efficiently
WHAT WE ARE LOOKING FOR:
Professional Experience
- UK Complaints Handling: Demonstrable experience in managing UK-based financial complaints within a regulated environment.
- Financial Industry Knowledge: Solid understanding of financial products and the broader UK regulatory landscape (FCA, FOS, Treating Customer Fairly(TCF)).
- Startup Familiarity (desirable): Previous experience working in a startup or fast-paced FinTech environment, demonstrating adaptability and proactive problem-solving.
Soft Skills & Communication
- Empathetic Communication: Exceptional ability to build rapport, listen actively, and show genuine compassion during difficult conversations
- Resilience & Conflict Resolution: The ability to remain calm under pressure, handle challenging interactions, and manage conflict professionally
- Time Management: Highly organised with the ability to multitask and meet strict regulatory deadlines
- Analytical Mindset: Strong attention to detail and a passion for finding solutions to complex, non-standard situations
Technical Proficiency
- Industry Tools: Proficient in GSuite (Google Workspace), Slack, Confluence, Looker, and Jira
Desired Qualifications
- Certificate in Complaint Handling (CCBI) from the Chartered Banker Institute.
- Professional Banker Certificate
WHAT YOU’LL GET IN RETURN:
- Competitive salary
- Self & Family Health Insurance
- Term & Life Insurance
- OPD Benefits
- Mental wellbeing through Plumm
- Learning & Development Budget
- WFH Setup allowance
- 15 days of Privilege leaves
- 12 days of Casual leaves
- 12 days of Sick leaves
- 3 paid days off for volunteering or L&D activities