Complaints Associate

Summary

Join Tide, a rapidly growing finance platform for small businesses, as a Complaints Handler for a 1-year maternity cover contract. You will be responsible for managing complaints from start to finish, investigating issues, communicating with complainants, and collaborating with other departments to prevent future problems. This role requires excellent communication, problem-solving, and analytical skills, along with experience in customer service within the finance industry. Tide offers a comprehensive benefits package including paid time off, flexible working arrangements (remote-first), professional development opportunities, and various other perks. Tide is committed to diversity and inclusion, creating a supportive and collaborative work environment.

Requirements

• 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

Responsibilities

• 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

Benefits

• 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 1000 BGN per year
• 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