Complaints Associate

**Who are Tide**:
At Tide, we're on a mission to save businesses time and money. We're the leading provider of UK SME business accounts and one of the fastest-growing FinTechs in the UK. Using the latest tech, we design solutions with SMEs in mind and our member-driven financial platform is transforming the business banking market. Not only do we offer our members business accounts and related banking services, but also a comprehensive set of highly connected admin tools for businesses.

Tide is about doing what you love. We're looking for someone to join us on our exciting scale-up journey and be a part of something special. We are wanting passionate Tideans to drive innovation and help build a best-in-class platform to support our members. You will be comfortable in ambiguous situations and will be able to navigate the evolving FinTech environment. Imagine shaping how millions of Tide members discover and engage with business banking platforms and building this on a global scale.

**What we're looking for**:
You'll have experience dealing with disputes (preferably in a UK FCA-regulated environment) and ideally be someone who is very familiar with Tide's values and processes. Although knowledge of Tide is a real advantage, we are also looking for talented complaints handlers who are new to Tide. You will have previously challenged the status quo and thought outside of the box to reach fair and balanced outcomes. This is a critical role within Tide and you'll play a meaningful role in providing the best possible support to our members. You'll see complaints as an opportunity to win back trust and make improvements. Fair and reasonable outcomes will be second nature to you and you are someone who scrutinises facts and evidence closely to make sure a correct and fair outcome is achieved.

**As a Complaints Associate you'll**:

- Managing member complaints following initial acknowledgment through to final response
- Resolving complaints through sound critical thinking methods and utilising all facts and evidence
- Producing written communications that are in line with current final response requirements
- Ensuring that all written correspondence is within regulatory compliance requirements
- Demonstrating knowledge of complaints rules (DISP) and internal and industry requirements for handling and reporting complaints
- Maintaining control of work load through actively monitoring and updating applicable systems

**What makes you a great fit**:

- You have demonstrable and effective Complaints Handling experience.
- You are able to provide an impartial and fair investigation into issues raised by members.
- You demonstrate excellent written and oral communication skills.
- You have an understanding of the complaint handling regulatory requirements for the UK
- You are a self-starter who can show they have worked well on their own and as part of a team, demonstrating a real drive and ability to innovate and deliver creative conflict resolution.
- You demonstrate excellent written English skills.
- You possess effective problem solving skills and attention to detail.
- You have analytical skills, planning and organising skills.
- You are able to meet target deadlines.
- You are committed to co-operative and collaborative working.
- You possess strong negotiating and influencing skills.

**What you'll get in return**:
Make work, work for you We are embracing new ways of working and support flexible working arrangements. With our Working Out of Office (WOO) policy our colleagues can work remotely from home or anywhere in their home country. Additionally, you can work from a different country for up to 90 days a year. Plus, you'll get:

- 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

**Tidean Ways of Working**

At Tide, we're Member First and Data Driven, but above all, we're One Team. Our Working Out of Office (WOO) policy allows you to work from anywhere in the world for up to 90 days a year. We are remote first, but when you do want to meet new people, collaborate with your team or simply hang out with your colleagues, our offices are always available and equipped to the highest standard. We offer flexible working hours and trust our employees to do their work well, at times that suit them and their team.

**Tide is a place for everyone**

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 status or disability status. We believe it's what makes us awesome at solving problems