Complaint manager

Join our team as a Complaint Manager!

Yes, you can! That's our attitude towards our work, ambitions, ideas, and relationships. We at Luminor believe that anyone has the potential to achieve big things and encourage everyone to achieve them, professionally and personally.

Whoever you are and whatever your role is, with Luminor, you will get a once-in-a-lifetime opportunity to build a local banking champion.

Join Luminor as a Complaint Manager and play a key role in shaping our customer experience across the Baltics! We’re looking for a proactive, empathetic professional who thrives on solving complex challenges and driving improvements that matter.

How You Will Make an Impact:

• Be the subject matter expert for local complaint handling, regulations, and critical cases.
• Represent Luminor in discussions with Financial Supervisory Authorities and lead negotiations in high-impact situations.
• Monitor, prioritize, and follow up on daily complaints, ensuring timely and professional resolution.
• Mentor and support team members, sharing expertise and fostering a culture of continuous improvement.
• Identify complaint trends, recommend changes, and drive key agreements with stakeholders to address root causes.
• Lead and participate in local and pan-Baltic improvement initiatives.
• Deliver training on complaint and feedback handling for new and existing employees.
• Ensure accurate, human, and timely handling of complex customer complaints and Data Subject Rights requests.
• Collaborate with stakeholders to meet response deadlines and escalate issues as needed.
• Communicate with customers through various channels to resolve complaints and retain loyalty.
  
  

What Makes You a Great Fit:

• 4+ years’ experience in customer service, complaint management, or a similar role.
• Proven track record as a Customer Service Manager or Retail Manager, ideally in a regulated industry.
• Legal, compliance, or data protection background.
• Excellent analytical, organizational, and communication skills (English and Lithuania required).
• Ability to translate complex regulations into clear, customer-friendly language.
• Experience mentoring and training others.
• Bachelor’s degree in business, law, or a related field.
• Proficiency with MS Office and relevant IT tools.
  
  

Why You Will Love Working Here:

• Flexibility. Flexible working hours, Hybrid work, and the possibility to work from anywhere in the EU, Iceland, Switzerland, and the UK (in total 90 days per year)
• International teams. Teams that go outside Pan-Baltic borders, where people value challenging work together with good humor and having fun
• Culture. You’ll be joining a team where things move fast, ideas flow freely, and change is part of the everyday. It’s a dynamic environment that keeps you learning, growing, and never bored
• More vacation. Additional weeks of vacation are available to all employees who have been in the company for 1 year or more
• Volunteer time off. We care about giving back to society, therefore, you will get additional days off for volunteering purposes
• Paid leave. We are proud of our employees who are participating in military training. Therefore, Luminor offers 30 fully paid calendar days for military training every year
• Health benefits. A competitive benefits package in addition to your salary that includes health insurance after the first 3 months pass in all three Baltic states, as well as Health days in case of your absence due to sickness without a doctor's note needed
• Wellbeing. Access to tools and resources that help you feel good and be productive at work and in life
• Professional growth. Internal and external training programs, LinkedIn learning, workshops, conferences, online training, etc.
• Special Offer for Luminor products & services. Enjoy special offers & pricing for products and services provided by Luminor
• Gross salary. €3510 - €4500 EUR/month, which is to be determined depending on your level of experience and competencies
  
  

The application deadline is the 20th of February. We are looking for a candidate primarily already located in Lithuania. Please apply with your CV in English and PDF format!