Complaints Team Lead Fintech Company

**weWow’s continued objective is to deliver the most impactful Customer Experience and Quality through our smart and energetic talents with the goal to increase customer retention.**

**about the brand**
- A financial tech brand pioneering in online money transfers_

The aim of our client is to make international money transfers cheap, fair and simple. They have partnered with banks and companies such as Monzo, Bolt and GoCardless, to offer their customers better international banking. Today, their multi-currency account helps millions of people and companies manage their money worldwide.

**about the role.**

The Complaints Lead is a people-driven leader with a mindset to build processes that puts our customers first while being aware of the risks surrounding the industry, specific products, and requirements set to us by regulations and partners.

Your mission is to execute on our Customer Support and Complaints strategy and framework, both through leading the team, and by having hands-on complaints and quality checks.

The job of the Complaints Lead is to guide the team to understand the right wrongs through fairness, accountability and transparency. A Complaints Lead will ensure that the team is providing the customer to receive the fairest possible outcomes to their complaints and will put things right if necessary.

The role requires understanding of our regulatory obligations when it comes to complaints handling and working efficiently while handling multiple complaints at once. You’ll be part of an operation that puts the customer first and drives change across the company to achieve better outcomes

Through thorough analysis of customer complaints you help operations improve customer experience, quality of service, efficiency, effectiveness and knowledge. You will provide visibility, guarantee collaboration and seize opportunities to improve CO teams state and scalability, all while making sure we are compliant in our processes and product, forecast required resources.

**how to wow.**
- Develop and lead a strong Complaints Officers’ team with the emphasis on Customer Support
- Build and maintain a positive work environment while scaling team performance, culture and values
- Supporting our CO team on their personal growth paths while inspiring and motivating the team to succeed
- Understand the goals and KPIs for the CO team and translate those to your daily business and team
- Help team members to understand their role in the mission through coaching, challenging or mediating debates
- Managing team’s resources and their relevant skills and availability
- Lead by example in excelling in Complaints and providing valuable feedback to improve the customer experience
- Go-to point of escalations for grey-area quality complaints, quality and disputes
- Onboarding new Complaints Officers in their role and in the team
- Take ownership of implementing and operating the Customer Complaints framework with the team and being the point of contact for any Framework related questions and changes
- Measure and support the alignment of team KPIs and SLAs for success and efficiency
- Responsible for workforce management and scheduling based on forecast
- Coordinate CO activities, ensuring at all times high-quality, high-speed workflow with optimal coverage
- Ensure that all information and documentation provided to satisfy parties information requests meets set expectations with stakeholders
- Reporting directly to Customer Success Manager

**wow factor.**
- You have a bachelor or university degree in Business Management or any other related field
- You have +2 years of professional management experience in a comparable position and field, preferably in Complaints / Quality
- You have an intercultural CV and can speak professional English level to engage within our international environment
- You’re an excellent communicator and have impeccable verbal and written communication skills to interact with different stakeholders
- You are analytical and KPI-driven and hold yourself, and others, accountable for achieving established and measurable performances
- You are thorough, accurate and pay attention to every single detail
- You’re a team-builder by developing your team, and ensuring that we’re delivering on the business needs
- You have an interest in guiding and mentoring a high-performing team, aimed at developing and accelerating the skills and career paths of your team members
- You are structured and well organized. You track progress and completion of activities to meet your objective
- You have technical skills and are familiar with Google Suite, MS office, Slack, Confluence and CRM/Quality tooling
- Build and maintain strong relationships with internal stakeholders from an array of different teams
- You add value to weWow with your unique personality and skill set

**wow experience.**
- The career adventure of your lifetime in sunny Valencia, Spain
- The chance to work within a scale-up envir