London-Based Customer Complaints & FOS Lead

Teya; London (KY); On-site; USD 95,000 - 129,000; Full time

Benefits offered by this job

Flexible hours

GymPass

Parental leave

Cycle to Work

Health Insurance

Life Insurance

Pension

Annual Leave 25

Office snacks

Central London office

Job summary

Teya is building a financial platform for local businesses and seeks a Customer Complaints Manager in London to lead the escalations team. You will own formal merchant complaints, guide FOS processes, and build a proactive function that prevents issues and feeds insights back into product and operations.

Ideal candidates bring fintech experience, strong leadership, and a passion for fair outcomes for merchants within regulatory boundaries. London-based with four days in the office is preferred.

Qualifications

• Fintech, payments or banking background with complaints handling exposure.
• Commercial instinct: balance merchant fairness with regulatory context.
• People leadership: coach and develop a team beyond caseload.
• Builder mindset: turn reactive queues into proactive, insight-driven work.
• Sharp analytical instincts to spot patterns and drive improvements.
• Strong judgement under pressure for high-stakes decisions.

Responsibilities

• Team Leadership: Lead and develop a four-person team, set priorities, coach casework quality.
• Formal Complaints & FOS Management: Own end-to-end handling of merchant complaints and FOS cases.
• Proactive Critical Case Management: Spot at-risk cases early and intervene before escalation.
• Quality Bar Ownership: Define and uphold standards for critical merchant cases.
• Root Cause & Feedback Loop: Convert data into actionable insights to stop recurring issues.
• Reporting & Governance: Report volumes, outcomes, and risks to senior leadership.

Skills

Team Leadership

FOS Management

Proactive Case Mgmt

Quality Standards

Root Cause Analysis

Reporting & Governance

Job description

Teya is building a financial platform for local businesses and seeks a Customer Complaints Manager in London to lead the escalations team. You will own formal merchant complaints, guide FOS processes, and build a proactive function that prevents issues and feeds insights back into product and operations.

Ideal candidates bring fintech experience, strong leadership, and a passion for fair outcomes for merchants within regulatory boundaries. London-based with four days in the office is preferred.