Complaints Team Lead

Must skills:

• Strong Communication Skills – Ability to communicate clearly and professionally with customers in writing.
• Problem-Solving Ability – Capacity to analyze situations, identify root causes, and provide appropriate solutions.
• Conflict Resolution Skills – Ability to de-escalate tense situations and manage difficult customers with empathy and professionalism.
• Attention to Detail – Ensuring accuracy when investigating complaints, documenting cases, and providing resolutions.
• Time Management – Ability to prioritize and handle multiple complaints efficiently within deadlines.
• Decision-Making Skills – Confidence in making fair and balanced decisions while adhering to company policies and regulations.
• Knowledge of Regulatory Compliance – Understanding of relevant industry regulations and guidelines related to customer complaints.
• Team Collaboration – Ability to work closely with other departments to resolve complaints effectively.
• Adaptability – Capability to handle a high-volume, fast-paced environment with evolving company policies and procedures.
• Can-do attitude - Positive outlook and attitude towards work.

Considered a plus:

• Previous experience in a similar role
• Previous experience with Jira/ Confluence/ Slack/ Trello;
• Additional language skills, in particular Swedish, Danish, Romanian, Greek.
• Compliance/Legal awareness - Familiarity with consumer rights, GDPR, or industry-specific regulations.

Responsibilities: 

• Managing the team, including performance reviews, attendance, and leave approvals.
• Overseeing the complaint resolution workflows to ensure timely responses.
• Coordinating with B2B partners and affiliates involved in complaint resolution.
• Creating and implementing new complaint-handling procedures and best practices for each regulation.
• Liaising with other departments on compliance, legal, and regulatory matters affecting complaints.
• Ensuring the team is prepared for new license/brand launches, including training and process alignment.
• Handling recruitment, including defining hiring needs, conducting interviews, and onboarding new team members.
• Ensuring the team is well-trained and equipped to handle complaints effectively.
• Supporting new hires with a structured onboarding process for smooth integration.
• Forecasting team workload and resource needs to maintain optimal staffing levels.
• Deep diving into complaints to gain insights for potential system/procedure issues and offer proposals for improvement. 

Benefits: 

• Snacks in the Office;
• 24 days of vacation per year;
• 6 days of paid sick leave
• Attractive office location and facilities;
• Medical insurance;
• Breakfasts and lunches in the office (partially paid by the Company);
• Languages classes (partially paid by the Company);
• Social Club of the Company;
• Birthday, wedding and newborn gifts.