Senior Analyst, Complaints, UK

<div class="content-intro"><h3>ABOUT TIDE</h3> <p>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.</p> <p>Tide is transforming the small business banking market with over 1.8 million members globally across the UK, India, Germany and France.</p> <p>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.</p> <p><strong>Tide facts:</strong></p> <ul> <li>Tide is available for UK, Indian, German and French SMEs</li> <li>Over 1.8 million members: 800,000 UK and 1,000,000 in India and growing rapidly</li> <li>Over $300 million raised in funding</li> <li>Over 2,500 Tideans globally - we’re diversity champions!</li> <li>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.</li> </ul></div><h3>ABOUT THE ROLE:&nbsp;</h3> <p>We are looking for a Complaints Analyst to join our team. The successful candidate will be responsible for managing complaints from UK members and non-members regarding our products, services or customer service.</p> <p>As a Complaints Analyst, you’ll be expected to:</p> <ul> <li>Take ownership of complaints from start to finish</li> <li>Investigate complaints and identify the root cause of the issue</li> <li>Communicate with complainants through various channels to resolve complaints in a timely and professional manner</li> <li>Work closely with the relevant departments within Tide to identify any systemic issues and develop solutions to prevent future complaints</li> <li>Maintain required productivity and quality levels</li> </ul> <p><strong>Key Responsibilities</strong></p> <ul> <li>Complaint Investigation: Manage and progress multiple complaints through to fair resolution, ensuring adherence to FCA DISP rules and internal policies</li> <li>Regulatory Compliance: Ensure all responses meet FOS (Financial&nbsp;Ombudsman Service) and FCA (Financial Conduct Authority) requirements&nbsp;adhering to TCF (Treating Customers Fairly) and CD (Consumer Duty)&nbsp;outcomes</li> <li>Root Cause Analysis (RCA): Conduct thorough fact-finding and critical&nbsp;analysis to identify recurring themes and suggest process improvements&nbsp;to prevent future issues</li> <li>Professional Correspondence: Draft clear, concise, and compliant final&nbsp;response letters that explain complex financial findings in accessible,&nbsp;jargon-free language</li> <li>Vulnerable Customers: Identify and provide tailored support for&nbsp;customers in vulnerable positions, ensuring compassionate and equitable&nbsp;treatment</li> <li>Stakeholder Collaboration: Liaise with internal teams like Operations,&nbsp;Compliance and Product to gather data and resolve cases efficiently&nbsp;</li> </ul> <h3>WHAT WE ARE LOOKING FOR:&nbsp;</h3> <ul> <li>Professional Experience <ul> <li>UK Complaints Handling: Demonstrable experience in managing&nbsp;UK-based financial complaints within a regulated environment.</li> <li>Financial Industry Knowledge: Solid understanding of financial products&nbsp;and the broader UK regulatory landscape (FCA, FOS, Treating Customer&nbsp;Fairly(TCF).</li> <li>Startup Familiarity (desirable): Previous experience working in a startup&nbsp;or fast-paced FinTech environment, demonstrating adaptability and&nbsp;proactive problem-solving.</li> </ul> </li> <li>Soft Skills &amp; Communication <ul> <li>Empathetic Communication: Exceptional ability to build rapport, listen&nbsp;actively, and show genuine compassion during difficult conversations</li> <li>Resilience &amp; Conflict Resolution: The ability to remain calm under&nbsp;pressure, handle challenging interactions, and manage conflict&nbsp;professionally</li> <li>Time Management: Highly organised with the ability to multitask and&nbsp;meet strict regulatory deadlines</li> <li>Analytical Mindset: Strong attention to detail and a passion for finding&nbsp;solutions to complex, non-standard situations&nbsp;</li> </ul> </li> <li>Technical Proficiency <ul> <li>Industry Tools: Proficient in GSuite (Google Workspace), Slack, Confluence, Looker, and Jira</li> </ul> </li> <li>Desired Qualifications <ul> <li>Certificate in Complaint Handling (CCBI) from the Chartered Banker Institute</li> <li>Professional Banker Certificate</li> </ul> </li> </ul> <p><strong>WHAT YOU WILL GET IN RETURN&nbsp;</strong></p> <ul> <li>Competitive salary&nbsp;</li> <li>Self &amp; Family Health Insurance</li> <li>Term &amp; Life Insurance</li> <li>OPD Benefits</li> <li>Mental wellbeing through Plumm&nbsp;</li> <li>Learning &amp; Development Budget&nbsp;</li> <li>WFH Setup allowance&nbsp;</li> <li>15 days of Privilege leaves</li> <li>12 days of Casual leaves</li> <li>12 days of Sick leaves</li> <li>3 paid days off for volunteering or L&amp;D activities&nbsp;</li> </ul><div class="content-conclusion"><h3>TIDE IS A PLACE FOR EVERYONE</h3> <p>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.&nbsp;</p> <p>We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.</p> <p>&nbsp;</p> <p><em>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.</em></p> <div class="p-rich_text_section">&nbsp;</div> <div class="p-rich_text_section"><strong>Disclaimer</strong></div> <div class="p-rich_text_section">&nbsp;</div> <div class="p-rich_text_section"><em>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:</em></div> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li style="font-style: italic;" data-stringify-indent="0" data-stringify-border="0"><em>Tide does&nbsp;<strong data-stringify-type="bold">not</strong>&nbsp;charge any fees at any stage of the recruitment process.</em></li> <li style="font-style: italic;" data-stringify-indent="0" data-stringify-border="0"><em>All official Tide job opportunities are listed exclusively on our&nbsp;<a href="https://www.tide.co/careers/" target="_blank"><strong data-stringify-type="bold">Careers Page</strong></a>&nbsp;and applications should be submitted through this channel.</em></li> <li style="font-style: italic;" data-stringify-indent="0" data-stringify-border="0"><em>Communication from Tide will only come from an official&nbsp;<strong data-stringify-type="bold">@tide</strong><strong data-stringify-type="bold">.co</strong>&nbsp;email address.</em></li> <li style="font-style: italic;" data-stringify-indent="0" data-stringify-border="0"><em>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.</em></li> </ul> <p><em>If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately at <a href="mailto:[email protected]" target="_blank">[email protected]</a><br>Your safety and trust are