Team Lead, Complaints, Operations Support, UK

Tide is seeking a Complaints Team Lead to manage a team of Complaint Analysts and Senior Analysts, monitor and track complaint metrics, and develop policies and procedures for handling complaints. The successful candidate will have demonstrable experience in managing UK-based financial complaints within a regulated environment and a solid understanding of financial products and the broader UK regulatory landscape.

Requirements

• 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 appropriate feedback and RCA to relevant stakeholders to ensure continuous improvement

Benefits

• 24 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
• Snacks, light food, drinks in the office
• WFH equipment allowance