Complaints Officer

Lendable; Greater London; Hybrid; GBP 30,000 - 52,000; Full time

Benefits offered by this job

Flexible working

Hybrid roles

Private health cover

Retirement savings

Job summary

Lendable in the United Kingdom is seeking a Complaints Officer to investigate and resolve complex customer interactions across loans, cards and auto-finance. You will quickly build relationships with customers and other departments to understand friction points and reach fair, objective decisions.

You will manage a varied caseload, follow FCA regulations and DISP rules, maintain records with clear evidence, and produce professional final responses while contributing to product and process

Qualifications

• Experience resolving complaints or customer disputes within a regulated environment.
• Ability to investigate, analyse, problem-solve and arrive at fair, objective decisions.
• Strong written and verbal communication; ability to explain complex issues clearly.
• Self-manage a varied, complex caseload and meet KPI standards.
• Knowledge of FCA regulations and DISP complaint handling rules.

Responsibilities

• Resolve complaints promptly and fairly, ensuring thorough investigation.
• Provide feedback to improve service, products, and processes across the team.
• Investigate, analyse and resolve complaints about loans, cards and auto-finance.
• Communicate with complainants by writing or by phone with tact and clarity.
• Maintain up-to-date knowledge of products, policies, and procedures.

Skills

Regulatory knowledge

Investigation

Dispute resolution

Customer communication

Analytical thinking

Job description

About Lendable

Lendable is on a mission to build the world's best technology to help people get credit and save money.We're building one of the world’s leading fintech companies and are off to a strong start:

• One of the UK’s newest unicorns with a team of just over 700 people

• Among the fastest-growing tech companies in the UK

• Profitable since 2017

• Backed by top investors including Balderton Capital and Goldman Sachs

• Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot)

So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days.

We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.

Join us if you want to

1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1

2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo

3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting

About the role
As we grow, we’re looking for a Complaints Officer to help us investigate and resolve our more complex customer interactions. As an excellent communicator, you will quickly build relationships with customers and other departments across Lendable to understand customer friction points and come to fair and objective decisions.
Your team’s objectives

• Lendable aims to resolve all complaints promptly, ensuring that they are investigated diligently and fairly for customers. Lendable is committed to providing excellent customer service and ensuring that it reaches the right outcomes for our customers.

• Feedback is an important part of how we can evolve as a business to ensure that we are meeting our customers' expectations and continuously improving our service and the team is encouraged to speak up, take each complaint on its own merits and provide valuable insights to the business in order to improve and grow.

• Our ability to handle complaints effectively for our customers, and therefore to the benefit of us as a business, has never been more important than now; as we expand our existing products in the UK and US financial markets.
  How you’ll impact those objectives
  

• The ideal candidate will have experience in resolving complaints or customer disputes within a regulated environment and have an aptitude for investigating, analysing, problem-solving and dispute resolution.

• You will be able to self manage a varied and complex caseload, identifying best contact mechanisms for customers and prioritising cases where appropriate to be highly productive and efficient, and to maintain the required level of performance against our KPI minimum standards.

• You’ll work well under pressure and be adaptable, being able to turn your hand to other areas of operational need, as the business may require.

• You will ensure that you follow our complaint handling standards, have good record keeping skills and ensure that all decisions made are backed up with demonstrable evidence and rationale.

• You’ll work closely with the Complaints Team, to resolve complaints about our loans, cards and auto-finance products, as well as be responsible for feeding back to both frontline and product teams on product and process improvements across the Operations Team and wider Lendable business.

• You will be responsible for communicating with the complainant, either in writing or by phone and will enjoy finding solutions to issues raised, managing customer expectations and handling difficult situations with tact and professionalism.

• You will have a good knowledge and understanding of FCA regulation as well as DISP complaint handling rules and guidance.

• You will also ensure that you maintain up to date knowledge of Lendable’s products through effective use and review of policies, procedures and business tools made available to you.

• You will have strong letter writing skills, being able to create professional final response letters which break down complex issues into comprehensible information for consumers to understand.

• You will also have a sound moral compass, speaking up where necessary to ensure that good customer outcomes are always at the heart of what we do, striving to resolve complaints without the need for the customer to refer to the Financial Ombudsman service, and ensuring you are applying any learnings from both internal and FOS complaints to future complaint cases.

The Interview Process

• A quick phone call with one of the Talent team.

• 15 minute cognitive assessment.

• An onsite interview & assessment to evidence your knowledge of FCA regulations and DISP complaint handling rules/guidance.

Life at Lendable

• Winning team: the opportunity to scale up one of the world’s most successful fintech companies

• Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites

• Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls

• Health coverage: support for your physical and mental wellbeing, including private health cover

• Retirement & savings: long-term financial wellbeing through retirement savings plans

• Employee referral programme: earn a competitive bonus when you refer successful new team members

• Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations

• Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations

Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner.

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