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
As our Business Complaints Team Lead for Budapest, you'll be central to our mission: ensuring our business customers in Budapest receive fair, high-quality outcomes when things go wrong, and leading a team that sets the standard for what great complaints handling looks like. You'll build and lead a growing team of Business Complaints Officers in Budapest, coaching them to deliver excellent outcomes, managing day-to-day performance, and driving continuous improvement through data and root cause thinking.
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 — from frontline officers to senior stakeholders
- 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