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

**Company**: Tide
**Location**: Hyderabad
**Experience**: senior
**Job type**: contract
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/tide/jobs/8015475003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_5d4600a4-990

## Description

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

## 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

## Skills

### Required
- Complaint Investigation
- Regulatory Compliance
- Root Cause Analysis
- Professional Correspondence
- Vulnerable Customers
- Stakeholder Collaboration
- GSuite
- Slack
- Confluence
- Looker
- Jira

### Nice to have
- Certificate in Complaint Handling (CCBI)
- Professional Banker Certificate
- Startup Familiarity

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/tide/jobs/8015475003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)