Customer Complaints Manager

The role

You will lead a team of four to handle formal merchant complaints and regulatory escalations. You will build a proactive function that identifies issues before they become complaints and provides insights to the business.

What you will do

• Lead and develop a team of four
• Own end-to-end handling of formal merchant complaints and FOS-escalated cases
• Build and lead a shift from reactive complaint handling to proactive case management
• Define and uphold standards for how critical merchant cases are handled
• Turn complaints and critical case data into clear insight for the company
• Report on complaints volumes, FOS outcomes, and emerging risks to senior leadership
• Keep the team audit and regulatory-review ready

Required qualifications

• Fintech, payments, or banking background
• Exposure to complaints handling and FOS or equivalent regulatory processes
• People leadership experience managing a team through casework quality, coaching, and performance
• Based in the UK

Nice to have

• Depth in fintech, payments, or banking background
• Depth in complaints handling and FOS or equivalent regulatory processes

Benefits

• Flexible working hours
• GymPass access to over 1,500 gyms in the UK
• 1-1 therapy
• Meditation sessions
• Digital fitness and nutrition apps
• Extended and improved maternity and paternity leave choices
• 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

About the company

Teya is building a financial platform for local businesses across Europe. The company provides simple tools, thoughtful design, and real human support to help businesses run with confidence.