Senior Analyst, Complaints, Operations Support, UK (11 months contract)

ABOUT THE ROLE: 

We are looking for a Senior 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.

As a Senior Complaints Analyst, you’ll be expected to:

• Take ownership of complaints from start to finish
• Investigate complaints and identify the root cause of the issue
• Communicate with complainants through various channels to resolve 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 and quality levels 

Key Responsibilities

• Complaint Investigation: Manage and progress multiple complaints through to fair resolution, ensuring adherence to FCA DISP rules and internal policies
• Regulatory Compliance: 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
• Professional Correspondence: Draft clear, concise, and compliant final response letters that explain complex financial findings in accessible, jargon-free language
• Vulnerable Customers: Identify and provide tailored support for customers in vulnerable positions, ensuring compassionate and equitable treatment
• Stakeholder Collaboration: Liaise with internal teams like Operations, Compliance and Product to gather data and resolve cases efficiently 

WHAT WE ARE LOOKING FOR:

Professional Experience

• UK Complaints Handling: Demonstrable experience in managing UK-based financial complaints 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

• Certificate in Complaint Handling (CCBI) from the Chartered Banker Institute.
• Professional Banker Certificate

WHAT YOU’LL GET IN RETURN:

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• WFH Setup allowance
• 15 days of Privilege leaves
• 12 days of Casual leaves
• 12 days of Sick leaves
• 3 paid days off for volunteering or L&D activities