(Junior) CS Operations Manager- Complaints Management (m/f/d)

Overview

Raisin is seeking a Junior Customer Service Operations Manager for Complaints Management to join the Customer Service department within the Solution Management EU team. The position is based in Hamburg and Berlin, Germany. The role focuses on complaint handling primarily for German-speaking markets, working to de-escalate situations and drive complex cases toward solutions.

Requirements

Applicants should have completed training, ideally in banking, insurance, the legal sector, or a comparable area. Candidates need at least one to two years of experience in complaint management, customer service, or handling demanding customer inquiries, preferably within the financial services industry or a similar regulatory environment.

The role requires strong de-escalation skills, the ability to communicate complex issues clearly, and the capacity to prioritize tasks under high ticket volumes while meeting Service Level Agreements. Applicants must have a high sense of responsibility, teamwork skills, and a proactive approach to problem-solving. Good IT skills in Google Workspace and Zendesk are necessary, alongside minimum C1 written and spoken fluency in both English and German.

What you get

Employees receive an employee development budget of two thousand euros and four full training days annually, alongside flexible working hours, home office options, and thirty vacation days. Additional benefits include a company pension scheme supported with a twenty percent contribution, an Urban Sports Club membership subsidy of more than twenty euros per month, and a twenty-five euro monthly subsidy for the Deutschland Ticket.

Staff can also lease a bicycle through JobRad with monthly insurance costs covered by the employer, and enjoy snacks, fresh fruit, and drinks at the office. Relocation support may be available for individuals moving from another country or city.