Complaints Team Leader

Role description:

At Provident you will find a great team, open-minded people, eager to help and passionate about what they do. If you choose to become Providentist, you’ll come to a diverse environment and you even will have virtual colleagues; you will meet our robots Arya, Ema   who have taken over and optimized several repetitive tasks in Human Resources, Finance or Credit Risk. They haven't taken though all the responsibilities and that's why we need your expertise and knowledge.

Here’s what you will do:

• Team coordination and supervision – Oversee the handling of customer requests and complaints, task allocation, and performance standards.

• Performance management and team development – Set objectives, evaluate team members’ work, recruit, motivate, and ensure professional growth.

• Quality monitoring and operational support – Monitor calls and team activities, verify customer profile updates, and provide recommendations to improve service.

• Resource planning – Ensure the availability of human resources for request and complaint management and manage team work schedules efficiently.

• Reporting and analysis – Prepare reports and analyses, inform supervisors, and propose actions to improve processes.

• Project implementation and compliance – Participate in process improvement projects, follow company policies and procedures, and complete additional tasks assigned by supervisors.

What we expect from you:

• Strong written and verbal communication skills in Romanian and English.

• Experience in customer service or handling customer requests and complaints.

• Ability to lead, motivate, and collaborate effectively with a team.

• Problem-solving skills, critical thinking, and attention to detail.

• Proactive, adaptable, and committed to continuous learning and improvement.

• Proficiency in information systems and MS Office, with organizational and time management skills.

What’s in it for you?

• Annual bonus (depending on the business and individual performance)

• A medical subscription to one of our medical partners, Regina Maria or Medicover

• Meal vouchers of 30 lei per voucher

• Possibility to work in a hybrid system

• 21 days of vacation, plus 4 additional days of wellbeing

• Days off for seniority in the company

• A day off on your birthday

• Financial benefits for special events

• Discounts at various partners (Orange, Samsung, dental clinics, banking institutions)

• A welcoming and friendly office in the city center, near Parcul Tineretului

You will also enjoy personal and professional development programmes:

o Induction program - 3 months of role-based learning, applied trainings and Buddy assigned for easy onboarding process

o Mentoring program - development sessions with relevant professionals in various areas of expertise

o Wellbeing program - networking and social events and actions

o Training and development opportunities - courses and learning opportunities on various topics through Provident Academy, technical trainings, talent growth and succession programmes.