Complaints Manager

Responsibilities

• Take ownership of complaints from start to finish, ensuring all cases are correctly logged in the management system
• Investigate complaints to identify root causes and prevent future occurrences
• Communicate with complainants via email or phone to resolve issues in a timely and professional manner
• Collaborate with internal departments to identify systemic issues and develop long-term solutions
• Maintain high productivity and quality standards while adhering to regulatory time frames
• Escalate complex or unresolved cases to senior management or external ombudsman services
• Contribute to periodic reporting on complaint handling activity for compliance and leadership teams

Requirements

• Excellent spoken and written English and Italian skills
• Experience working in customer service within the finance industry
• Strong analytical and problem-solving skills with an ability to perform root cause analysis
• Proficiency in GSuite, Slack, and Jira
• Ability to remain calm under pressure and handle difficult situations with professionalism
• High attention to detail and strong organizational skills

Preferred Qualifications

• Previous experience working in a fast-paced startup environment

About the Company

Tide helps SMEs save time and money by offering business accounts, banking services, and connected administrative solutions like invoicing and accounting. Supporting over 2 million members globally, Tide uses advanced technology to transform the small business banking market.