<div class="content-intro"><h3><strong>A</strong><strong>BOUT TIDE</strong></h3> <p>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.</p> <p>Tide is transforming the small business banking market and now supports over 2 million members globally across the UK, India, Germany and France.</p> <p>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 time and money so they can get back to doing what they love.</p> <p><strong>Tide facts:</strong></p> <ul> <li>Tide is available for UK, Indian, German and French SMEs</li> <li>Over 2 million members globally and rapidly growing</li> <li>Over $300 million raised in funding</li> <li>3,000 Tideans globally</li> <li>Recognised with Great Place to Work certification three years in a row, and among India’s Top 50 Best Workplaces in Banking, Financial Services, and Insurance in 2026</li> <li>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, New Delhi, Berlin, Paris and Luxembourg</li> </ul></div><h3>ABOUT THE ROLE: </h3> <p>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.</p> <p><strong>As a Senior Complaints Analyst, you’ll be expected to:</strong></p> <ul> <li>Take ownership of complaints from start to finish</li> <li>Investigate complaints and identify the root cause of the issue</li> <li>Communicate with complainants through various channels to resolve complaints in a timely and professional manner</li> <li>Work closely with the relevant departments within Tide to identify any systemic issues and develop solutions to prevent future complaints</li> <li>Maintain required productivity and quality levels </li> </ul> <p><strong>Key Responsibilities</strong></p> <ul> <li><strong>Complaint Investigation:</strong> Manage and progress multiple complaints through to fair resolution, ensuring adherence to FCA DISP rules and internal policies</li> <li><strong>Regulatory Compliance:</strong> 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</li> <li><strong>Root Cause Analysis (RCA):</strong> Conduct thorough fact-finding and critical analysis to identify recurring themes and suggest process improvements to prevent future issues</li> <li><strong>Professional Correspondence:</strong> Draft clear, concise, and compliant final response letters that explain complex financial findings in accessible, jargon-free language</li> <li><strong>Vulnerable Customers:</strong> Identify and provide tailored support for customers in vulnerable positions, ensuring compassionate and equitable treatment</li> <li><strong>Stakeholder Collaboration:</strong> Liaise with internal teams like Operations, Compliance and Product to gather data and resolve cases efficiently </li> </ul> <h3><br>WHAT WE ARE LOOKING FOR:</h3> <p><strong>Professional Experience</strong></p> <ul> <li><strong>UK Complaints Handling:</strong> Demonstrable experience in managing UK-based financial complaints within a regulated environment.</li> <li><strong>Financial Industry Knowledge:</strong> Solid understanding of financial products and the broader UK regulatory landscape (FCA, FOS, Treating Customer Fairly(TCF)).</li> <li><strong>Startup Familiarity (desirable):</strong> Previous experience working in a startup or fast-paced FinTech environment, demonstrating adaptability and proactive problem-solving.</li> </ul> <p><strong>Soft Skills & Communication</strong></p> <ul> <li><strong>Empathetic Communication: </strong>Exceptional ability to build rapport, listen actively, and show genuine compassion during difficult conversations</li> <li><strong>Resilience & Conflict Resolution: </strong>The ability to remain calm under pressure, handle challenging interactions, and manage conflict professionally</li> <li><strong>Time Management: </strong>Highly organised with the ability to multitask and meet strict regulatory deadlines</li> <li><strong>Analytical Mindset: </strong>Strong attention to detail and a passion for finding solutions to complex, non-standard situations</li> </ul> <p><strong>Technical Proficiency</strong></p> <ul> <li><strong>Industry Tools:</strong> Proficient in GSuite (Google Workspace), Slack, Confluence, Looker, and Jira </li> </ul> <p><strong>Desired Qualifications</strong></p> <ul> <li>Certificate in Complaint Handling (CCBI) from the Chartered Banker Institute.</li> <li>Professional Banker Certificate</li> </ul> <