Jr Complaints Teamlead (English)

Where: Berlin (Germany)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in English

Once here you will

  • Lead and performance manage a team of 6+ UK complaints specialists
  • Ensure best in class communication for customer-related complaints coming from different internal and external sources (special requests, authorities/regulators and dispute platforms)
  • Strengthening the complaints handling process
  • Responsible for project and stakeholder management, collaborating with operations, legal, finance, AML…etc
  • Establish a reliable reporting functionality on complaints management to the senior management and any other impacted division
  • Escalate significant cases to Senior Management, Business Heads and PR & Communications, where there is a high financial and reputational impact
  • Provide training and support to other team members or N26 employees for handling complaints and provide advice and guidance on the management of individual cases

What you will bring along

  • Bachelor degree and 4+ years’ experience in 2nd/3rd level complaints required
  • Team leading experience strongly preferred
  • Strong experience in complaints/regulatory within the UK market required
  • Background in law or banking preferred
  • Native level fluency in English required
  • A good understanding of retail banking products
  • Project management experience a plus
  • An excellent judgement and decision-making ability
  • Experienced in relationship management with internal and external stakeholders
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