Tide
Sofia, Bulgaria
About You As a Complaints Team Lead you will lead and manage a team of Complaints associates, engaging with members, suppliers, and internal stakeholders to ensure delivery of fair member outcomes in adherence with FCA regulations. You will be directly responsible for the performance of your team and the successful completion of their targets as well as providing leadership, setting an example and providing motivation and unity. The role is part of our Member Support team and is the front line of Tide. This role is critical to Tide, as you and your team provide a service to our members that is regulated by FCA and FOS. Your main mission will be to make sure the team’s needs are taken care of and everyone has the necessary tools at his/her disposal in order to execute their daily responsibilities. You'll act on data to discover, create, and deliver what's best for our members. you also review, monitor, and challenge KPI data to identify shortfalls in the service and implement...