Descrizione:
Complaint Manager
We are looking for a Complaint Manager to join our team. The successful candidate will be responsible for managing complaints from members and non‑members regarding our products, services or customer service.
Responsibilities
- Take ownership of complaints from start to finish, ensuring that all complaints are correctly logged on our complaints management system;
- Investigate complaints and identify the root cause of the issue;
- Communicate with complainants through various channels such as email or phone to resolve their 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 levels whilst ensuring complaints are resolved to high quality standards and handled in line with processes and procedures within regulatory time frames;
- Escalate complex complaints or unresolved cases to senior management or ombudsman services;
- Interface with external dispute resolution bodies when needed;
- Contribute to periodic reports on complaints handling activity for compliance and leadership teams.
Qualifications
- Excellent spoken and written English and Italian skills.
- Ability to use industry tools like GSuite, Slack, and Jira.
- Organised with the ability to multitask.
- The ability to remain calm under pressure and handle difficult situations.
- Passion for problem‑solving and finding solutions to difficult situations.
- Accurate with good attention to detail.
- Experience working in customer service for the finance industry.
- Some experience working in start‑ups.
- Analytical skills, and be good at problem solving and reviewing root cause analysis.
EEO Statement
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.
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