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: 800000 UK andin India and growing rapidly
• Over $300 million raised in funding
• Over 2500 Tideans globally - were 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 youll 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 (FinancialOmbudsman Service) and FCA (Financial Conduct Authority) requirementsadhering to TCF (Treating Customers Fairly) and CD (Consumer Duty)outcomes
• Root Cause Analysis (RCA): Conduct thorough fact-finding and criticalanalysis to identify recurring themes and suggest process improvementsto prevent future issues
• Professional Correspondence: Draft clear concise and compliant finalresponse letters that explain complex financial findings in accessiblejargon-free language
• Vulnerable Customers: Identify and provide tailored support forcustomers in vulnerable positions ensuring compassionate and equitabletreatment
• Stakeholder Collaboration: Liaise with internal teams like OperationsCompliance and Product to gather data and resolve cases efficiently

WHAT WE ARE LOOKING FOR:

• Professional Experience
  • UK Complaints Handling: Demonstrable experience in managingUK-based financial complaints within a regulated environment.
  • Financial Industry Knowledge: Solid understanding of financial productsand the broader UK regulatory landscape (FCA FOS Treating CustomerFairly(TCF).
  • Startup Familiarity (desirable): Previous experience working in a startupor fast-paced FinTech environment demonstrating adaptability andproactive problem-solving.
• Soft Skills & Communication
  • Empathetic Communication: Exceptional ability to build rapport listenactively and show genuine compassion during difficult conversations
  • Resilience & Conflict Resolution: The ability to remain calm underpressure handle challenging interactions and manage conflictprofessionally
  • Time Management: Highly organised with the ability to multitask andmeet strict regulatory deadlines
  • Analytical Mindset: Strong attention to detail and a passion for findingsolutions 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 WILL 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

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 everyones 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 everyones voice is heard.

• Tide doesnotcharge any fees at any stage of the recruitment process.
• All official Tide job opportunities are listed exclusively on ourCareers Pageand applications should be submitted through this channel.
• Communication from Tide will only come from an official@tide.coemail 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
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