Team Lead Complaints Management - Manchester, United Kingdom - Raisin GmbH

Raisin GmbH
Raisin GmbH
Verified Company
Manchester, United Kingdom

4 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Your Responsibilities:


  • Responsibility and ownership over UK Complaints Management Function and leading a dedicated complaints team
  • Ensure complaints, including complaints that have been referred to the Financial Ombudsman Service, are managed in compliance with all regulatory requirements, specifically the relevant sections of DISP in the FCA Handbook, as well as in line with company policies and procedures
  • Control quality of complaints responses, resolution times and outcomes including via owning and managing an effective QA process for complaints responses providing feedback and guidance where needed to ensure standards and SLAs are met
  • Handling of escalations, vulnerable customer complaints (in line with regulatory requirements) and complicated complaints
  • Report to various internal committees and support compliance with regulatory reporting on complaints data
  • Conduct ongoing root cause analysis on complaints and define action plans to eliminate underlying issues in close cooperation with other stakeholders within Raisin
  • Improve complaints handling procedures and facilitate further development of training content for customer services to ensure best practice is always followed
  • Assist with delivering regulatory & operational risk assessments as needed

Your Profile:


  • At least 3 years of prior experience in complaints management within UK regulated financial services and indepth knowledge of the complaints management area are a must
  • A strong understanding of relevant FCA regulations relating to complaints and vulnerable customers and a working knowledge of the Financial Ombudsman Service's rules and expectations
  • Strong organisational skills, with the ability to plan and prioritise your own workload
  • Ability to work under pressure and to meet deadlines
  • Reliability and ability to react quickly to different situations
  • Negotiation, presentation and influencing skills
  • Strong problemsolving ability and a high degree of initiative
  • Professional written and verbal communication skills in English

Join our mission, join our team - and grow with us:

At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable.

Our culture is strongly driven by our ambitious team, who are at the heart of our success.

As part of the Raisin UK team, you benefit from:

  • Investment in your development with an annual personal training budget of £1,500 and 4 full training days per year.
  • Always hungry? Breakfast, snacks, daily fresh fruit and drinks are at your disposal around the clock.
  • We are hybrid working, we are in the office twice a week, giving the team the opportunity to collaborate and spend time together. Wednesday is our core day in the office.
  • We offer 25 days + Bank Holidays of holiday a year.
  • One day birthday leave and gift voucher to celebrate your birthday.
  • We offer you a company stakeholder pension.
  • The opportunity to experience our annual retreats in exciting European cities and other team building events.

About us:


We are Raisin, a dynamic and fast-growing fintech company that is a trailblazer for open banking in the savings and investments space.


As one of the most successful European fintech companies, we build award-winning marketplaces to help customers gain better access to competitive savings, investment, and pension products.

Combined, our brands Raisin, WeltSparen, SaveBetter and Zinspilot, serve over half a million direct customers from over thirty European markets and the U.S.


Additionally, we partner with more than 400 banks and financial services providers to help them source stable and secure deposit funding and also enable them to offer third-party products to their customers.


We are backed by renowned international investors such as Deutsche Bank, Goldman Sachs, Greycroft, Headline/e.ventures, Index Ventures, Kinnevik, PayPal Ventures, Thrive Capital, Top Tier Capital Partners, Ribbit Capital, and Vitruvian Partners, as well as Peter Thiel.

We are headquartered in Berlin, and also have offices in Frankfurt, Hamburg, Munich, London, Madrid, Manchester and New York.

  • We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity._
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