Senior Complaints Analyst

About this role

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
• Some experience working in startups
• Analytical skills, be good at problem solving and reviewing root cause analysis
• WHAT YOU’LL GET IN RETURN
• 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
• 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
• Transportation bonus to cover office commute under the hybrid work arrangement
• TIDEAN WAYS OF WORKING
• At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams.
• While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.
• 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.
• Disclaimer
• It has come to our attention that individuals or agencies are falsely claiming to represent Tide and are reaching out to candidates regarding job opportunities. Please be aware that:
• 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.
• Tide leverages AI to enhance our hiring experience. You can read more about how we use AI in our recruitment process in our AI Policy.
• Your personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.

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 TEAM We are looking for a Senior Complaint Analyst 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. ABOUT THE ROLE 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.