Global Complaints Team Lead
1,120,000 – 1,440,000 Ft / monthBrutto
Employer · Wise
Office and call centre supervisor
Enquiry clerk
Financial services managerFull-timeBudapest
We're looking for an experienced lead of business customers that can drive exceptional customer service, while generating high quality and actionable insights to key stakeholders, to create lasting and positive changes. As our Business Complaints Team Lead for Budapest, you'll be central to ensuring our business customers receive fair, high-quality outcomes and leading a team that sets the standard for complaints handling.
Tasks
- Lead and develop a team of Business Complaints Officers in Budapest, managing daily operations and maintaining a high-quality, high-care culture
- Coach officers on complaint writing quality, regulatory obligations, and fair customer outcomes
- Monitor team KPIs and SLA performance, addressing underperformance proactively and recognising strong work
- Act as the primary escalation point for complex, sensitive, or high-risk cases
- Ensure every complaint is resolved fairly and in line with regulatory requirements
- Review and quality-check case outputs, delivering structured feedback and coaching
- Champion the customer internally --- use complaint insights to advocate for product and process improvements across the business
- Identify trends in complaint data and translate them into actionable insights for the team and senior stakeholders
- Contribute to MBR-level reporting on complaint volumes, SLA performance, and root causes
- Use tools including Zendesk, Looker, and internal dashboards to manage workload and quality proactively
- Work cross-functionally with Operations, Product, Compliance, and WFM to resolve systemic issues
- Engage with regulatory bodies as required, ensuring timely and accurate responses
- Represent the complaints team in senior forums and contribute to the global complaints strategy
Conditions & benefits
RSU's
Requirements
- You have at least 12 months' experience as a Complaints Specialist or 24 months experience as a Complaints Officer or in a senior/leadership role in customer service or complaints handling
- You're a natural people developer --- you coach, challenge, and genuinely care about the growth of your team
- You're analytical --- you can spot trends in data, ask the right questions, and turn insight into action
- You communicate clearly and confidently, adapting your style for different audiences
- You're customer-obsessed: fair outcomes for customers are your non-negotiable
- You're organised and reliable --- you manage your team's workload and your own with care and precision
- You're comfortable using Zendesk, Looker, or similar tools --- or eager to build that capability