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Complaints Associate (Maternity Cover) at Careers at Tide

Complaints Associate (Maternity Cover) role in Bulgaria.
Remote
On-Site
Bulgaria
USD 555
BGN 1,000

Tide is seeking a Complaints Associate for a one-year maternity cover contract. This role involves taking ownership of complaints from start to finish, ensuring they are correctly logged in the complaints management system. The associate will investigate complaints to identify root causes and communicate with complainants via email or phone to resolve issues promptly and professionally.

The Complaints Associate will collaborate with relevant departments within Tide to identify systemic issues and develop solutions to prevent future complaints. They will maintain productivity while ensuring complaints are resolved to high-quality standards and handled within regulatory timeframes, as well as taking ownership of issues and feedback to the Complaints team.

The successful candidate will gain an understanding of regulatory bodies such as the Financial Ombudsman Service and Financial Conduct Authority, ensuring complaints are handled per the DISP handbook.

Responsibilities:

  • Take ownership of complaints from start to finish.
  • Investigate complaints and identify the root cause.
  • Communicate with complainants to resolve their complaints.
  • Work closely with relevant departments to identify systemic issues.
  • Maintain required productivity levels.
  • Ensure complaints are handled per the DISP handbook.

Requirements:

  • Excellent spoken and written English skills.
  • Ability to use industry tools like GSuite, Slack, and Jira.
  • Organized with the ability to multitask.
  • Ability to remain calm under pressure and handle difficult situations.
  • Passion for problem-solving.
  • Accurate with good attention to detail.
  • Experience working in customer service for the finance industry.
  • Analytical skills, be good at problem solving and reviewing root cause analysis.
  • Ability to build cross business relationships in order to deliver complaints data and implement solutions.

What Tide Offers:

  • 25 days paid annual leave
  • 3 paid days off for volunteering or L&D activities
  • Extended maternity and paternity leave
  • Personal L&D budget in the amount of 1000 BGN per year
  • Additional health & dental insurance
  • Mental wellbeing platform
  • Fully covered Multisports card
  • Food vouchers
  • Snacks, light food, drinks in the office
  • WFH equipment allowance
  • Flexible working from home
  • Sabbatical Leave
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Careers at Tide

Tide is a rapidly expanding finance platform dedicated to saving small businesses time and money. It provides business accounts, banking services, and connected administrative solutions like invoicing and accounting. Serving over 1 million small businesses globally, Tide operates in the UK, India, and Germany. Headquartered in London, with offices in Sofia, Hyderabad, Delhi, Berlin and Belgrade, the company fosters a transparent and inclusive environment. Tide embraces diversity and is committed to building products that resonate with the diverse needs of its members.