Complaints Team Lead – AI & Data-Driven FinTech

Lendable; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Health coverage

Retirement & savings

Employee referral programme

Office meals & snacks

Hybrid working

Job summary

Lendable is seeking a dynamic Complaints Team Leader to manage a high‑performing Complaints Officers team, resolve complex customer issues and drive process improvements in a fast‑growing fintech.

You’ll champion a data‑driven culture, apply FCA DISP guidance, and partner with Operations and Product to translate feedback into tangible changes while maintaining UK regulatory standards and customer outcomes.

Qualifications

• Experience leading teams in fast-paced, change-heavy environments (fintech/regulatory preferred).
• Hands-on use of AI models and data analytics to improve operations.

Responsibilities

• Directly manage, support and develop a team of Complaints Officers, ensuring KPI targets and FCA/ DISP standards are met.
• Lead by example in managing escalated or high-risk complaints with professionalism and sound judgment.
• Collaborate with Operations and Product to convert team feedback into meaningful business changes.
• Foster a culture of innovation, data‑driven decision making and continuous improvement across processes.

Skills

Team Leadership

AI/Analytics

Change Management

Communication

Regulatory Knowledge

Job description

Lendable is seeking a dynamic Complaints Team Leader to manage a high‑performing Complaints Officers team, resolve complex customer issues and drive process improvements in a fast‑growing fintech.

You’ll champion a data‑driven culture, apply FCA DISP guidance, and partner with Operations and Product to translate feedback into tangible changes while maintaining UK regulatory standards and customer outcomes.