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About the Role
Teya's Escalations team is the last line of defense for our merchants when things go wrong. As Customer Complaints Manager, you'll lead a team that handles formal merchant complaints and regulatory escalations. The goal is to build a team that catches problems before they become complaints, sets a high bar for how Teya treats its most at-risk merchants, and feeds insights back into the business.
Responsibilities
- Lead and develop a team of four, setting clear priorities, coaching casework quality, and building a high-performing complaints and escalations function.
- Own the end-to-end handling of formal merchant complaints and FOS-escalated cases, ensuring timely, fair, well-evidenced, and compliant responses.
- Build and lead the shift from reactive complaint handling to proactive case management, intervening in cases at risk of escalating.
- Define and uphold Teya's standard for handling critical merchant cases and ensure consistent team adherence.
- Transform complaints and critical case data into clear insights for the company to prevent recurring issues.
- Report on complaints volumes, FOS outcomes, and emerging risks to senior leadership.
- Maintain team readiness for audit and regulatory reviews.
Requirements
- A fintech, payments, or banking background with exposure to complaints handling and FOS or equivalent regulatory processes.
- Commercial instinct with a focus on merchant fairness within regulatory frameworks.
- People leadership experience, including managing a team through casework quality, coaching, and performance.
- A builder's mindset, excited to transform a reactive queue into a proactive, insight-driven function.
- Sharp analytical instincts to identify patterns and make recommendations for product or process improvements.
- Strong judgment under pressure, comfortable owning and defending difficult decisions.
- Based in the UK.
- Comfortable with a 4-day per week in-office presence in London.
Skills
- Complaints handling
- FOS (Financial Ombudsman Service) knowledge
- People leadership
- Casework quality coaching
- Performance management
- Proactive case management
- Root cause analysis
- Data analysis
- Reporting
- Regulatory compliance
Location
- UK
- London
Work Type
- Hybrid
- Full-time
Experience Level
- People leadership experience
- Experience managing a team through casework quality, coaching, and performance
Benefits
- Flexible working hours
- Physical and mental health support through GymPass (gym access, therapy, digital fitness/nutrition apps)
- Extended and improved maternity and paternity leave
- Cycle-to-Work Scheme
- Health and Life Insurance
- Pension Scheme
- 25 days of Annual Leave (+ Bank Holidays)
- Office snacks
- Friendly, comfortable, and informal office environment
About the Company
- Teya is building a financial platform for local businesses across Europe, focusing on simple tools, thoughtful design, and real human support.
- The company aims to change the financial services landscape for local businesses by providing better tools, support, and simplicity.
- Teya values moving fast, quality, attention to detail, great performance, and genuine hospitality.
Equal Opportunity
- Teya is proud to be an equal opportunity employer.
- Committed to creating an inclusive environment where everyone can thrive.
- Believes a diverse team leads to better ideas, stronger outcomes, and a more supportive workplace.
- Encourages candidates to disclose any need for reasonable adjustments during the recruitment process.