Senior Analyst, Complaints, Operations Support, UK (11 months contract)

Overview

Senior Complaints Analyst on an 11-month contract in Operations Support, managing complaints from UK members and non-members about Tide's products, services or customer service.

What you'll do

• Take ownership of complaints from start to finish.
• Investigate complaints and identify the root cause of the issue.
• Communicate with complainants through various channels to resolve complaints in a timely and professional manner.
• Work closely with relevant departments within Tide to identify systemic issues and develop solutions to prevent future complaints.
• Maintain required productivity and quality levels.
• Manage and progress multiple complaints through to fair resolution, ensuring adherence to FCA DISP rules and internal policies.
• 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.
• Conduct thorough fact-finding and critical analysis to identify recurring themes and suggest process improvements to prevent future issues.
• Draft clear, concise, and compliant final response letters that explain complex financial findings in accessible, jargon-free language.
• Identify and provide tailored support for customers in vulnerable positions, ensuring compassionate and equitable treatment.
• Liaise with internal teams such as Operations, Compliance and Product to gather data and resolve cases efficiently.

What you'll need

• Demonstrable experience in managing UK-based financial complaints within a regulated environment.
• Solid understanding of financial products and the broader UK regulatory landscape (FCA, FOS, Treating Customers Fairly (TCF)).
• Exceptional ability to build rapport, listen actively, and show genuine compassion during difficult conversations.
• Ability to remain calm under pressure, handle challenging interactions, and manage conflict professionally.
• Highly organised, with the ability to multitask and meet strict regulatory deadlines.
• Strong attention to detail and a passion for finding solutions to complex, non-standard situations.
• Proficient in GSuite (Google Workspace), Slack, Confluence, Looker, and Jira.

Nice to have

• Previous experience working in a startup or fast-paced FinTech environment, demonstrating adaptability and proactive problem-solving.
• Certificate in Complaint Handling (CCBI) from the Chartered Banker Institute.
• Professional Banker Certificate.

Details

• Location: Hyderabad, India.
• Employment type: 11-month contract.