Team Lead, Complaints, Operations Support, UK

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.

ABOUT THE ROLE:

As a Complaints Team Lead you will

• 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 cover when they are absent
• Provide appropriate feedback and RCA to relevant stakeholders to ensure continuous improvement

Key Responsibilities includes:

• Team Management: Manage a team of Complaint Analysts and Senior Analysts, providing guidance, support, and coaching as needed
• Metric tracking: Monitor and track complaint resolution metrics to identify areas for improvement and develop action plans to address them
• Policies & Procedures: Develop and implement policies and procedures for handling complaints in accordance with company guidelines and regulatory requirements
• Escalations: Manage escalated complaints and work with other departments to resolve complex issues
• Training: Assist with regular training and development programs for the Complaints Team to enhance their skills and knowledge and assist the Training Team to ensure trainings and refreshers for the wider business are accurate and up to date
• Regulatory Compliance: Liaise with QA and Analysts to 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
• Vulnerable Customers: Identify and provide tailored support for customers in vulnerable positions, ensuring compassionate and equitable treatment

WHAT WE ARE LOOKING FOR:

Professional Experience

• UK Complaints Handling: Demonstrable experience in managing UK-based financial complaints within a regulated environment
• Team Management: Demonstrable experience in managing a UK-based Complaints Team 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

• Experience in a digital bank or fintech environment.
• Training or accreditation in managing vulnerable customers.

WHAT YOU’LL GET IN RETURN:

• 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

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 transparency and ensuring everyone’s voice is heard.

• Tide does not charge any fees at any stage of the recruitment process.
• All official Tide job opportunities are listed exclusively on our Careers Page and applications should be submitted through this channel.
• Communication from Tide will only come from an official @tide.co email address.
• Tide does not work with agencies or recruiters without prior formal engagement, and we do not authorize third parties to make job offers on our behalf.

If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately at talent@tide.co
Your safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process.

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