Complaints Manager

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 and now supports over 2 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 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 2 million members: 900,000 UK and 1,100,000 in India and growing rapidly

Over $300 million raised in funding

Over 2,800 Tideans globally

Recognised with Great Place to Work certification three years in a row, and among India’s Top 50 Best Workplaces in Banking, Financial Services, and Insurance in 2026

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, New Delhi, 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 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

What makes you a great fit

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 GET IN RETURN

Salary range: €42,300.00 - €47,600.00

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 in the amount of 250 EUR per year (this can be increased)

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