Teya  on cord

Teya

Customer Complaints Manager

External position
London, UK
Hiring internally for Teya ?
FinTech · Payments · Finance
Combining care and technology to help local businesses thrive.
Active
over 6 months ago
Posted
a month ago
Checked
cord regularly checks that external positions are still open
2 days ago

Skills & Experience

Job roles: Operations
Experience level: Senior, Lead
Core skills considered: Building Teams, Escalations handling, Stakeholder Management, Process management
Other skills considered: Customer service, Customer support, Data Analysis, Business Analysis

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid (up to 1 remote day p/w)
Visa sponsorship: Not available

Job Description

Teya's Escalations team is the last line of defense for our merchants when things go wrong - and the first line of insight for what needs to change. As Customer Complaints Manager, you'll lead a team that handles formal merchant complaints and regulatory escalations, including cases referred to the Financial Ombudsman Service (FOS). But we're not hiring a caseworker - we're hiring someone to build what comes next: a team that catches problems before they become complaints, sets a genuinely high bar for how Teya treats its most at-risk merchants, and feeds what it learns straight back into the business. You'll know the job is working when fewer cases need to escalate in the first place, and when Product, Support, and Risk are acting on what your team surfaces.

The person we're looking for treats FOS knowledge as a skill to build, not a gate to clear. What matters more is instinct: do you look at a complaint and ask "what's fair for this merchant?" before you ask "what does the regulator require?" That ordering is the difference between a complaints function that ticks boxes and one that actually earns trust back.


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 every response is timely, fair, well-evidenced, and compliant.
  • Build and lead the shift from reactive complaint handling to proactive case management - spotting cases at risk of escalating (repeated merchant contact, long resolution times, recurring themes) and intervening before they become formal complaints.
  • Define and uphold Teya's standard for how critical merchant cases are handled, and hold the team to it consistently.
  • Turn complaints and critical case data into clear insight for the company - so the same issues stop recurring, not just get resolved faster.
  • Report on complaints volumes, FOS outcomes, and emerging risks to senior leadership, and keep the team audit and regulatory-review ready at all times.

Requirements

  • A fintech, payments, or banking background, with exposure to complaints handling and FOS or equivalent regulatory processes - depth here is a bonus, not a bar.
  • Commercial instinct first: you naturally think about what's right for the merchant, and treat regulatory process as the framework you work within, not the starting point.
  • People leadership experience, ideally managing a team through casework quality, coaching, and performance - not just your own caseload.
  • A builder's mindset: excited to take a reactive queue and turn it into a proactive, insight-driven function, not just to run what already exists.
  • Sharp analytical instincts - able to spot patterns across cases and turn them into recommendations that change the product or process, not just close the ticket.
  • Strong judgement under pressure: comfortable owning difficult, high-stakes decisions on sensitive merchant cases and defending them to senior stakeholders and regulators alike.
  • Based in the UK and comfortable doing 4 days a week in the London office.

Company Benefits

  • Health Insurance
  • Life Insurance
  • Stocks
  • Pension
  • L&D Budget
Customer Complaints Manager at Teya
Position posted a month ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
Alex Yeates on cord
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