Complaints Lead

We’re hiring for a Complaints Team Lead based in Budapest to join our mission! Along with our other Complaints and Disputes Team Leads you’ll be responsible for looking after the needs of our Complaints Officers, as well as working with our product and compliance teams to rectify systemic issues so we can continue to scale and grow. If you’re passionate about people and want to extend your skills into the realm of project management, risk assessment, and generally being part of something amazing and fast-paced, then this role is for you!

Your responsibilities:

• Hire, train, and lead a team that is efficient, competent, and extremely knowledgeable in product and complaints handling;
• Provide guidance on escalated difficult complaints cases and work alongside your team on tickets;
• Ensure your team has the tools, resources, and support they need to be successful in their role and to meet their personal goals;
• Improve team efficiency and effectiveness by setting and tracking performance metrics;
• Partner with Fincrime / CS and other operational teams to ensure they are properly identifying and escalating complaints;
• Stay up to date with operations processes and use complaints data to push for process improvements and product changes;
• Responsible for making sure that  the company is meeting obligations when it comes to complaints handling globally,
• Maintain and improve internal tooling to ensure that all of our complainants are being supported
• Using our complaint data, conduct root cause analysis, identify and drive improvements in the areas you support in order to put customers first and to reduce customer complaints.
• Work alongside the arbitration bodies such as the FOS / AFCA / Ombudsfin, build a good working relationship and meet the different needs for all.
• Keep on top of regulations from the FCA, interact with customers and compliance to help promote a good working culture. 
• You will help support your team with the introduction of Quality and Performance metrics and help us achieve these as a team and department.
• Constantly have your eye on the ball when it comes to our product - to support product teams on avoiding potential issues and ultimately support on managing legal risk;
  
  About you:

• You have excellent verbal and written English - another language is also an advantage;
• A well developed understanding of the FCA regulations, understanding the FCA rules and time frames relating to complaints. 
• Experience of liaising / working with the FOS, and an advantage of other Global Arbitration bodies such as Ombudsfin, AFCA etc…
• The ability to interpret rules and regulations and clearly articulate the application of these to the business. 
• Ability to interrogate data, MI and reports to evaluate where risk or issues may occur and why forecasting or good technical / analytical skills are required within the complaints department. 
• You have strong communication skills to assist you in supporting a brand new team and helping them navigate a growing number of internal processes and external customer products;
• You love problem solving and making teams, products, and processes more efficient;
• You are a highly motivated leader, comfortable working within a high risk environment under minimal supervision;
• You enjoy tracking data and analyzing trends;

• Previous Team Lead experience would be preferred, but is not mandatory.

About the role:

• Starting salary: 950,000 HUF
• Company Restricted Stock Units
• Numerous great benefits in our Tallinn office
• Reports to: Complaints Senior Lead
• Direct reports: 8-10

Key benefits:

• Flexible working - whether it’s working from home, school plays or life admin we get that flexibility is essential and you’re trusted to do the right thing and be responsible
• Paid annual holiday, sick days, parental leave and other leave opportunities
• 6 weeks of paid sabbatical after 4 years at Wise on top of annual leave

Hiring Process:

1. CV/homework screening and selecting candidates for the interview

2. Interview with Complaints Senior Lead

3. OFFER

How to apply?

Please send us your CV.
Also please provide us with some answers to the following questions in your Cover Letter: 

1. What action would you take if we had delay in responding to customers and 20% of c