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 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 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

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 tra