Senior Analyst, Complaints, 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: 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. As a 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 ... (truncated, view full listing at source)