Complaints Officer

Lendable Ltd; London; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

A modern fintech company in London is seeking a Complaints Officer to investigate and resolve complex customer interactions efficiently. You will play a crucial role in ensuring excellent customer service and supporting business expansion in the UK and US financial markets. The ideal candidate should excel in communication, manage a diverse caseload, and comply with FCA regulations. This role offers competitive compensation, equity options, and flexible work arrangements.

Benefits

Competitive compensation

Private health insurance

Flexible work-from-home options

Office amenities

Qualifications

• Ability to manage a varied and complex caseload efficiently.
• Experience in handling customer complaints and resolving issues.
• Strong analytical skills to evaluate customer interactions.

Responsibilities

• Investigate and resolve customer complaints promptly.
• Prioritize cases based on urgency and maintain productivity.
• Communicate effectively with customers regarding complaint outcomes.

Skills

Excellent communication

Complaint resolution

Relationship building

Knowledge of FCA regulations

Job description

As we grow, we're looking for a Complaints Officer to help us investigate and resolve complex customer interactions. You will be an excellent communicator, quickly building relationships with customers and cross-departmentally to understand friction points and reach fair, objective decisions.

Our team's objectives include:

• Resolving all complaints promptly, with diligent and fair investigation to ensure excellent customer service and the right outcomes.
• Encouraging feedback to evolve the business, meet customer expectations, and improve services and team performance.
• Handling complaints effectively to support business expansion in UK and US financial markets.

How you'll impact these objectives:

1. Participate in a quick phone call and a practical exercise to demonstrate complaint resolution skills.
2. Manage a varied and complex caseload, prioritising cases appropriately and maintaining high productivity and KPI standards.
3. Work well under pressure, adapt to operational needs, and collaborate with the team to resolve complaints about our financial products.
4. Follow complaint handling standards, maintain good records, and ensure decisions are well-supported.
5. Communicate effectively with customers, managing expectations and handling difficult situations tactfully.
6. Maintain knowledge of FCA regulations and DISP guidelines, and stay updated on company policies and products.
7. Create professional final response letters that clearly explain complex issues.
8. Speak up when necessary to uphold good customer outcomes, striving to resolve complaints without Ombudsman intervention, and applying learnings to future cases.

About Lendable:

• One of the UK's newest unicorns, profitable since 2017, backed by top investors.
• Fast-growing, with a mission to make consumer finance faster, cheaper, and friendlier.
• Building leading fintech products for UK and US markets, with innovative technology and data-driven solutions.

What we offer:

• Ownership and decision-making impact from day one.
• Work with exceptional, resourceful teams.
• Build in-house technology with AI and machine learning.
• Onsite interviews and team introductions.
• Competitive compensation, including equity.
• Flexible work-from-home options, with office days in Shoreditch, London.
• Office amenities, private health insurance, and a focus on well-being.