Head of Complaints & Escalations (Fintech)

Teya; Greater London; Híbrido; GBP 75 000 - 100 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Flexible working hours

GymPass health support

Enhanced parental leave

Cycle-to-Work

Health and Life Insurance

Pension Scheme

25 days annual leave

Office snacks

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Team Leadership

Regulatory Compliance

FOS Knowledge

Analytical Thinking

Stakeholder Management

Descrição da oferta de emprego

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.