Complaints Management Specialist, Vinted Pay

Vinted; Greater London; Hybrid; GBP 32,000 - 43,000; Full time

Benefits offered by this job

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25 working days holiday

Newest MacBook models

Home office budget (€540) for home办公家具

Medical Insurance

Group Life and Income Protection

Pension scheme

Gym discount

Lunch benefit

Team-building events

Personal shopping budget

Job summary

Vinted Pay is seeking a Complaint Management Specialist to protect user trust and ensure regulatory compliance within a fast-growing financial services environment. You will investigate and resolve complex, escalated payment-related complaints, prepare formal responses, and help turn challenging user situations into fair, well-managed outcomes.

This role sits within the Vinted Pay Customer Support organisation, collaborating with Product, Risk, Compliance, Legal, Operations, and external

Qualifications

• Experience handling complaints in a regulated financial services environment.
• Ability to triage complaints, determine ownership and resolution path.
• Strong written and verbal communication skills.
• Customer-centric, empathetic, and objective handling of sensitive cases.
• Fluent in written and spoken English.

Responsibilities

• Serve as the primary point of contact for high-priority, complex, or escalated payment-related complaints requiring specialist handling.
• Investigate complaints thoroughly and make fair, evidence-based decisions, balancing customer outcomes, company policies, regulatory requirements, and operational risk.
• Prepare clear, accurate, and well-reasoned complaint responses in line with applicable UK and Lithuanian regulatory expectations, including FCA DISP, Consumer Duty, GDPR, FOS, and Bank of Lithuania standards.
• Work closely with internal and external stakeholders, including Product, Risk, Compliance, Legal, Operations, senior management, and external partners, to resolve complex customer issues.
• Act as the voice of the customer by translating complaint themes and pain points into actionable insights for Product, Policy, Risk, and Operations teams.
• Use complaint data and root-cause analysis to identify recurring issues, emerging risks, and opportunities for service improvement.
• Support the maintenance of complaint controls, procedures, and documentation to ensure they remain current, effective, and audit-ready.
• Identify opportunities to responsibly use automation across complaint triage, handling, quality assurance, and reporting.
• Communicate complaint trends, systemic issues, and relevant regulatory developments to senior stakeholders in a clear and actionable way.

Skills

Complaint handling

Regulated environment

Analytical skills

English fluency

Job description

Brief Info About Vinted

Our mission is to make second‑hand the first choice, and we're looking for people who want to help us get there. Every day, we work together to help our members buy and sell pre‑loved clothing and lifestyle items, giving each piece a second life – or even a third.

Brief Info About Vinted

Our mission is to make second‑hand the first choice, and we're looking for people who want to help us get there. Every day, we work together to help our members buy and sell pre‑loved clothing and lifestyle items, giving each piece a second life – or even a third.

The Vinted Group is made up of three business units that support this mission: Vinted Marketplace is Europe’s leading platform for second‑hand fashion and a go‑to destination for all kinds of pre‑loved items, with a growing range of categories. Our platform connects millions of members across 20+ markets, helping great items find a new life. Vinted Go enhances the shipping experience with a vast network of over 500,000 pick‑up and drop‑off points, partnering with more than 60 carriers across Europe, with added services like item verification for peace of mind on high‑value pieces. Vinted Pay is the newest part of the Vinted Group, dedicated to bringing secure, reliable payments to buyers and sellers across Europe. Seamlessly integrated into the Vinted app, it helps keep every transaction safe, efficient, and easy for our members. Founded in 2008 in Lithuania, Vinted began as a way for friends to find new homes for clothes they no longer needed. In 2019, we became Lithuania's first unicorn! Today, our headquarters remain in Vilnius, and we've grown with offices across Europe, supported by a team of over 2,000 people.

Information About The Position

As a Complaint Management Specialist at Vinted Pay, you will play a key role in protecting user trust and ensuring strong regulatory compliance within a fast‑growing financial services environment. You will investigate and resolve complex, escalated payment‑related complaints, prepare formal responses, and help turn challenging user situations into fair, well‑managed outcomes. This role sits within the Vinted Pay Customer Support organisation, part of Vinted Pay – Vinted’s expanding regulated financial services entity.

In this position, you’ll

• Serve as the primary point of contact for high‑priority, complex, or escalated payment‑related complaints requiring specialist handling.
• Investigate complaints thoroughly and make fair, evidence‑based decisions, balancing customer outcomes, company policies, regulatory requirements, and operational risk.
• Prepare clear, accurate, and well‑reasoned complaint responses in line with applicable UK and Lithuanian regulatory expectations, including FCA DISP, Consumer Duty, GDPR, FOS, and Bank of Lithuania standards.
• Work closely with internal and external stakeholders, including Product, Risk, Compliance, Legal, Operations, senior management, and external partners, to resolve complex customer issues.
• Act as the voice of the customer by translating complaint themes and pain points into actionable insights for Product, Policy, Risk, and Operations teams.
• Use complaint data and root‑cause analysis to identify recurring issues, emerging risks, and opportunities for service improvement.
• Support the maintenance of complaint controls, procedures, and documentation to ensure they remain current, effective, and audit‑ready.
• Identify opportunities to responsibly use automation across complaint triage, handling, quality assurance, and reporting.
• Communicate complaint trends, systemic issues, and relevant regulatory developments to senior stakeholders in a clear and actionable way.

About You

• Experience handling complaints in a financial institution, PSP, EMI, fintech, banking, or regulated financial services environment.
• Strong understanding of regulated complaint handling, including fair outcomes, evidence‑based decisions, and documentation standards.
• Ability to triage complaints, determine ownership and resolution path, and distinguish Vinted Pay regulated complaints from non‑regulated issues.
• Strong analytical skills to assess complex cases, identify root causes, and propose practical solutions.
• Confident managing complex or escalated complaints with sound judgement and attention to customer, regulatory, and business impact.
• Excellent written and verbal communication skills, with the ability to stay clear and calm in challenging situations.
• Customer‑centric, empathetic, resilient, and objective when handling sensitive cases.
• Strong planning and prioritisation skills.
• Fluent in written and spoken English.

Work perks

• The opportunity to benefit from our share options programme
• 25 working days of holiday
• Newest MacBook models
• Home office support: we provide IT workstation equipment and a personal budget of up to €540 for home workplace furniture
• Confidential Employee Assistance Program (EAP) for you and your family
• Comprehensive Medical Insurance
• Group Life and Income Protection Insurance
• A matched pension scheme up to a set limit
• Access to a discounted gym membership plan
• Lunch benefit per working day
• Frequent team‑building events
• A personal monthly budget for shopping on Vinted

Working at Vinted

Workation policy

Better balance holidays with workdays by working remotely! Up to 90 days per year in the EU, of these, 21 days can be spent globally. For non‑EU citizens, it's 21 days worldwide. This can be combined with time off for vacation or personal time.

Individual learning budget

Each year, you’ll be given a learning budget (starting at €3,000), and a total of up to 10 working days over a 2‑year period to support your personal and professional development.

Hybrid work

Our hybrid model, with 2 recommended office days a week, gives you and your team the flexibility to decide if and when you want to work from home, and when to catch up in person.

Equal opportunity

We welcome applications from everybody, regardless of your background, identity, or life experiences. Job openings come with guides, not checklists. If you’re excited about a role, but don’t identify with every point in the ‘About you’ section, apply anyway – you might still be the perfect match!

This role requires a background screen that is relevant and proportionate to the role’s requirements, and carried out in line with applicable local law and data protection requirements.

The annual gross salary range for this position is:
£31,600—£42,800 GBP