(Junior) CS Operations Manager- Complaints Management

Team

We are looking for a dedicated and competent professional to strengthen our team in the area of Solution Management EU, Customer Service. In this role, you will take on complaint handling, primarily for our German-speaking markets. Do you have a knack for de-escalation, work in a structured manner, and keep an overview even in challenging situations? If you want to drive complex cases forward in a solution-oriented manner and enjoy a constructive error culture, we look forward to receiving your application!

Your Responsibilities

• Complaint Management: You will handle customer complaints independently and on time. In doing so, you act in a solution-oriented and professional manner to ensure customer satisfaction even in difficult cases and a high-frequency environment.
• Root Cause Analysis & Optimization: You systematically analyze the reasons for complaints in order to identify operational weaknesses and initiate sustainable process improvements.
• Solution Orientation: You make well-founded decisions regarding goodwill arrangements within defined guidelines to achieve a fast and satisfactory solution for our customers.
• Quality Communication: You craft clear, empathetic, and comprehensive responses to complaints and ensure that every response is also regulatory compliant.
• Risk Assessment: You identify potential operational or legal risks at an early stage and support their minimization.
• Interface Management: You coordinate closely with internal departments (e.g., Product, Operations) to resolve complex issues quickly and in a customer-friendly manner.

Your Profile

• Completed training, ideally in banking or insurance, the legal field, or comparable areas.
• At least 1-2 years of experience in complaint management, customer service, or handling demanding customer inquiries – ideally in the financial services industry or a comparable regulatory environment.
• Strong understanding of de-escalation strategies as well as the ability to communicate complex issues in an understandable and solution-oriented manner.
• A strong ability to prioritize correctly even with high ticket volumes and to comply with Service Level Agreements (SLAs).
• A high sense of responsibility, teamwork skills, and a proactive approach to problem-solving.
• Minimum C1 fluency (written and spoken) in both English and German is required. Any additional language skills are a strong plus.
• Good IT skills (especially Google Workspace, Zendesk).

Join our mission, join our team – and grow with us!

At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, which connects more than 75 different nationalities.

As part of our team, you will benefit from:

• Employee Development Budget of €2,000 and four full training days per year.
• Flexible working hours, home office and 30 vacation days.
• A company pension scheme (Betriebliche Altersvorsorge), which we support with 20%.
• Enjoy more than 50+ different sports with Urban Sports Club: We subsidize your membership with more than €20 per month. 
• Do you miss being in the office? The Deutschland Ticket gets you there, which we subsidize with €25 per month.
• Love cycling? With JobRad, lease the bike of your choice and enjoy tax savings, plus Raisin covers your monthly insurance costs.
• Hungry all the time? Snacks, daily fresh fruit as well as drinks provided at the office.
• You are moving from another country or city to join us? We may support your relocation.