Customer Complaints Manager

Teya; Greater London; On-site; GBP 75,000 - 100,000; Full time

Benefits offered by this job

Flexible working hours

GymPass health support

Enhanced parental leave

Cycle-to-Work

Health and Life Insurance

Pension Scheme

25 days annual leave

Office snacks

Job summary

Teya is building a fintech platform for local businesses in Europe, and the Escalations team is the last line of defense for merchants when things go wrong. As Customer Complaints Manager, you will lead a four-person team handling formal merchant complaints and FOS escalations with fairness, timeliness, and clear evidence.

You will shift from reactive to proactive case management, identify recurring themes, and feed insights back to Product, Support, and Risk.

Qualifications

• Experience in fintech/payments with exposure to complaints handling and regulatory processes (FOS).
• Proven people leadership experience coaching a team through casework quality and performance.
• Ability to transform a reactive queue into a proactive, insight-driven function.
• Strong judgement under pressure with high-stakes decisions and regulatory interactions.
• Commercial instinct focused on merchant outcomes within regulatory frameworks.

Responsibilities

• Lead and develop a four-person Escalations/Complaints team, setting priorities and coaching quality.
• Own end-to-end handling of formal merchant complaints and FOS-escalated cases, ensuring timely, well-evidenced responses.
• Shift from reactive complaint handling to proactive case management, spotting risks early.
• Define and uphold the quality bar for critical merchant cases and outcomes.
• Turn complaint data into actionable insights for product, support and risk.
• Report on volumes, FOS outcomes, and emerging risks to senior leadership; ensure regulatory readiness.

Skills

Team Leadership

Regulatory Compliance

FOS Knowledge

Analytical Thinking

Stakeholder Management

Job description

Hello. We're Teya.

Teya was founded on a simple belief: local businesses deserve better.

They are the cafés, restaurants, salons, shops and entrepreneurs that bring character to our high streets, create jobs and keep communities moving. Yet for too long, financial services has made life harder for them - with clunky tools, poor support and complexity that gets in the way of running a business.

Teya exists to change that.

We're building a financial platform for local businesses across Europe - one built around simple tools, thoughtful design and real human support. Our Members rely on us to help them run their business with confidence, and that responsibility shapes the way we work.

We move fast. We care about quality. We stay close to the detail. And we believe great performance and genuine hospitality should go hand in hand.

Your Mission

Teya's Escalations team is the last line of defense for our merchants when things go wrong - and the first line of insight for what needs to change. As Customer Complaints Manager, you'll lead a team that handles formal merchant complaints and regulatory escalations, including cases referred to the Financial Ombudsman Service (FOS). But we're not hiring a caseworker - we're hiring someone to build what comes next: a team that catches problems before they become complaints, sets a genuinely high bar for how Teya treats its most at-risk merchants, and feeds what it learns straight back into the business. You'll know the job is working when fewer cases need to elevate in the first place, and when Product, Support, and Risk are acting on what your team surfaces.

• Team Leadership: Lead and develop a team of four, setting clear priorities, coaching casework quality, and building a high-performing complaints and escalations function.
• Formal Complaints & FOS Management: Own the end-to-end handling of formal merchant complaints and FOS-escalated cases, ensuring every response is timely, fair, well-evidenced, and compliant.
• Proactive Critical Case Management: Build and lead the shift from reactive complaint handling to proactive case management - spotting cases at risk of escalating (repeated merchant contact, long resolution times, recurring themes) and intervening before they become formal complaints.
• Quality Bar Ownership: Define and uphold Teya's standard for how critical merchant cases are handled, and hold the team to it consistently.
• Root Cause & Feedback Loop: Turn complaints and critical case data into clear insight for the company - so the same issues stop recurring, not just get resolved faster.
• Reporting & Governance: Report on complaints volumes, FOS outcomes, and emerging risks to senior leadership, and keep the team audit and regulatory-review ready at all times.

Based in the UK and comfortable doing 4 days a week in the London office.

Your Story

A fintech, payments, or banking background, with exposure to complaints handling and FOS or equivalent regulatory processes - depth here is a bonus, not a bar.

• Commercial instinct first: you naturally think about what's right for the merchant, and treat regulatory process as the framework you work within, not the starting point.
• People leadership experience, ideally managing a team through casework quality, coaching, and performance - not just your own caseload.
• A builder's mindset: excited to take a reactive queue and turn it into a proactive, insight-driven function, not just to run what already exists.
• Sharp analytical instincts - able to spot patterns across cases and turn them into recommendations that change the product or process, not just close the ticket.
• Strong judgement under pressure: comfortable owning difficult, high-stakes decisions on sensitive merchant cases and defending them to senior stakeholders and regulators alike.

The Perks

• We trust you, so we offer flexible working hours, as long it suits both you and your team
• Physical and mental health support through our partnership with GymPass giving free access to over 1,500 gyms in the UK, 1-1 therapy, meditation sessions, digital fitness and nutrition apps
• Our company offers extended and improved maternity and paternity leave choices, giving employees more flexibility and support
• Cycle-to-Work Scheme
• Health and Life Insurance
• Pension Scheme
• 25 days of Annual Leave (+ Bank Holidays)
• Office snacks every day
• Friendly, comfortable and informal office environment in Central London

Teya is proud