Complaints Team Leader

Lendable; Greater London; On-site; GBP 55,000 - 80,000; Full time

Benefits offered by this job

Hybrid work

Health cover

Retirement plan

Referral bonus

Team socials

Job summary

Lendable is seeking a dynamic Complaints Team Leader to manage a team of Complaints Officers, resolving complex customer complaints and driving process improvements.

You will lead from the front, champion a data-driven culture, and ensure FCA and DISP standards are met across the operation. Hybrid work and strong career progression are provided.

Qualifications

• Experience leading teams in fast-paced, regulated financial services or fintech.
• Hands-on use of AI models and data analytics to improve operations.
• Proven ability to develop and motivate high-performing teams to exceed targets.
• Comfortable challenging the status quo and driving cross-stakeholder change.
• Clear, empathetic communication translating complex concepts for customers and colleagues.
• Strong eye for process improvement with a balanced risk-and-compliance approach.
• Solid knowledge of FCA regulations and DISP complaint handling standards.

Responsibilities

• Directly manage and develop a team of Complaints Officers to meet KPI targets.
• Lead with data-driven practices to allocate workloads and identify efficiency gains.
• Review MI and team outputs to identify trends and drive improvements.
• Foster innovation, collaboration and professional development within the team.
• Build relationships with Operations and Product to translate feedback into action.
• Ensure robust QA practices and consistent decision making across the team.
• Lead responses to escalated or high-risk complaints and maintain professional standards.
• Stay updated on FCA and DISP regulations to ensure compliant operations.

Skills

Team leadership

AI / data analytics

Regulatory knowledge (FCA/ DISP)

Change management

Communication

Process improvement

Job description

About Lendable

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 peopleAmong the fastest-growing tech companies in the UKProfitable since 2017Backed by top investors including Balderton Capital and Goldman SachsLoved 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

About the Role

As we continue to grow, we are seeking a dynamic and adaptable Complaints Team Leader to manage and develop a team of exceptional Complaints Officers. In this pivotal role, you’ll lead from the front, building a high-performing, engaged team that resolves complex customer complaints, delivers outstanding customer outcomes, and drives process improvements, all while championing a data-driven culture.

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

• Directly manage, support and develop a team of Complaints Officers, ensuring they achieve individual and group KPIs and high standards in line with FCA regulations.


• Bring proven experience in fast-paced, evolving financial services environments embracing ambiguity, managing multiple priorities, and guiding your team through periods of significant change.


• Champion the use of AI models and data analytics within the team, using these tools to allocate workloads, identify efficiency opportunities, and deliver actionable insights.


• Regularly review management information and team outputs, using data to monitor trends, proactively identify possible issues, and fuel continuous improvement both in customer outcomes and operational processes.


• Foster a culture of innovation, collaboration and professional development, coaching your team to leverage technology and new data sources to enhance their impact.


• Build strong relationships across Operations and Product, ensuring feedback from your team translates into meaningful business change.


• Ensure robust quality assurance practices are embedded, ensuring that your team maintains consistency in decision making and are following applicable processes.


• Take the lead in responding to escalated or high-risk complaints, modelling exceptional standards of professionalism, communication and judgement.


• Keep up to date with industry regulation (particularly FCA and DISP) and best practice, ensuring your team operates with integrity and good consumer outcomes always at the forefront.

We are looking for someone who:

• Has experience in successfully managing or leading teams in a fast-paced, change-heavy environment (ideally regulated financial services or fintech).


• Demonstrates hands-on experience using AI models/data analytics to transform operational processes or drive performance improvements.


• Has a track record of developing and motivating high-performing teams to exceed targets and deliver first-class, customer-centric outcomes.


• Is comfortable challenging the status quo, driving positive change and influencing multiple stakeholders.


• Communicates with clarity, empathy and confidence capable of translating complex technical and regulatory concepts for customers and colleagues alike.


• Has a keen eye for process improvement, with a balanced approach to risk and compliance.


• Possesses strong knowledge of FCA regulations and DISP complaint handling standards.

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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