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