Complaints Team Leader — Data‑Driven & Hybrid Role

Lendable; England; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Flexible working

Private health cover

Pension plan

Social events

Job summary

Lendable is seeking a dynamic Complaints Team Leader to manage and develop a high‑performing Complaints Officers team. You’ll drive complex investigations, champion data‑driven improvements, and ensure FCA and DISP adherence while shaping customer outcomes with empathy and clarity.

Lead, coach and collaborate with Operations and Product to translate feedback into meaningful changes, with a culture of innovation and accountability across the complaints function.

Qualifications

• Experience leading teams in fast-paced financial services or fintech.
• Hands-on use of AI models/data analytics to transform processes or drive performance.
• Track record of developing and motivating high-performing teams to exceed targets and deliver customer-centric outcomes.
• Comfortable challenging the status quo and influencing multiple stakeholders.
• Strong communication, empathy and ability to translate complex concepts for customers and colleagues.

Responsibilities

• Directly manage, support and develop a team of Complaints Officers, ensuring KPIs and FCA standards.
• Champion the use of AI models and data analytics within the team to allocate workloads and identify efficiency opportunities.
• Regularly review management information to monitor trends and drive continuous improvement in customer outcomes.
• Lead in responding to escalated or high-risk complaints with professionalism and judgement.
• Build relationships across Operations and Product to translate feedback into business changes.
• Ensure robust quality assurance and consistent decision making within the team.

Skills

Team leadership

AI & analytics

High-performing teams

Stakeholder influence

Clear communication

Process improvement

FCA & DISP knowledge

Job description

Lendable is seeking a dynamic Complaints Team Leader to manage and develop a high‑performing Complaints Officers team. You’ll drive complex investigations, champion data‑driven improvements, and ensure FCA and DISP adherence while shaping customer outcomes with empathy and clarity.

Lead, coach and collaborate with Operations and Product to translate feedback into meaningful changes, with a culture of innovation and accountability across the complaints function.