About the role

As a Complaints Associate, you’ll be expected to:

• 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.

• Take ownership of issues/questions/complaints raised to the Complaints team and ensure that these are picked up appropriately with relevant feedback provided to the area who raised these.
• Gain an understanding of regulatory bodies (Such as the Financial Ombudsman Service / Financial Conduct Authority) in order to ensure that complaints are handled as per the DISP handbook.

What we are looking for

• Excellent spoken and written German and English 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.
• 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 you’ll get in return:

• 25 days paid annual leave
• 3 paid days off for volunteering or L&D activities
• Extended maternity and paternity leave covered by the company
• 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

Tidean Ways of Working

Make work, work for you! Tide embraces and supports flexible working arrangements. We are a remote-first business that enables its employees to work remotely from anywhere in their home country. Additionally, Our Working Outside the Office (WOO) policy allows you to work from anywhere in the world, up to 90 days per year per country.

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.