Opportunity at
TideSenior Analyst, Complaints, Operations Support, UK (11 months contract)
This contract role in Hyderabad involves handling complaints from members and non-members in the UK about Tide's products, services and customer service. The work runs from…
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About This Role
This contract role in Hyderabad involves handling complaints from members and non-members in the UK about Tide's products, services and customer service. The work runs from first contact through to a fair resolution, with a focus on finding the underlying cause of each issue and preventing it from happening again. Day-to-day duties include investigating each case, drafting final response letters in plain language that explain complex financial findings, and identifying…
Job Description
This contract role in Hyderabad involves handling complaints from members and non-members in the UK about Tide's products, services and customer service. The work runs from first contact through to a fair resolution, with a focus on finding the underlying cause of each issue and preventing it from happening again.
Day-to-day duties include investigating each case, drafting final response letters in plain language that explain complex financial findings, and identifying customers in vulnerable circumstances who need extra support. The analyst also works with Operations, Compliance and Product teams to collect data, resolve cases efficiently and spot systemic problems.
Every response must meet Financial Ombudsman Service and FCA requirements. The work follows FCA DISP rules, Treating Customers Fairly principles and Consumer Duty outcomes, and strict regulatory deadlines apply. Time management, an organised approach and a calm manner under pressure are central to the role.
Candidates should bring demonstrable experience managing UK financial complaints in a regulated environment, plus solid knowledge of financial products and the UK rules that govern them. Startup or fast-paced fintech experience is welcome. Tide is a business banking and admin platform for small firms, reporting more than two million members across Britain, India, Germany and France.
Responsibilities
- Own complaints from start to finish, investigating each one through to a fair outcome
- Identify root causes and recommend process changes that prevent recurring issues
- Write clear, compliant final response letters in jargon-free language
- Identify vulnerable customers and provide tailored, compassionate support
- Partner with Operations, Compliance and Product colleagues to collect information and close cases
- Meet productivity and quality targets while keeping to regulatory deadlines
Requirements
- Demonstrable experience managing UK financial complaints in a regulated environment
- Good grasp of financial products plus UK regulation covering FCA, FOS and TCF principles
- Empathetic communication and the ability to build rapport in difficult conversations
- Resilience and calm, professional conflict resolution
- Strong organisation, time management and attention to detail
- Analytical mindset for non-standard situations
- Working knowledge of Jira, Looker, Confluence, Slack and GSuite (Google Workspace)
Qualifications
- Startup or fast-paced fintech experience (desirable)
- CCBI complaint handling certificate, issued by the Chartered Banker Institute (desirable)
- Professional Banker Certificate (desirable)
Core Skills
Benefits
- Competitive salary
- Self and family health insurance
- Term and life insurance
- Outpatient (OPD) benefits
- Mental wellbeing support through Plumm
- Learning and development budget
- Work-from-home setup allowance
- Fifteen privilege leave days, twelve casual leave days and twelve sick leave days
- Three paid days for volunteering or training activities
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this job located?
The listed location is Hyderabad and the structured listing marks the role as on-site. The job title refers to UK complaints work, so applicants should confirm the arrangement with the employer.
Is this a permanent position?
No, it is a contract role with a stated term of 11 months.
Is a salary specified?
The posting mentions a competitive salary but does not give a figure.
What experience is needed?
Demonstrable experience of handling UK financial complaints in a regulated environment is required. A complaint handling certificate from the Chartered Banker Institute is listed as desirable.
How do I apply?
The posting does not describe an application process. It states that official Tide roles are listed on the company's Careers Page.
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