Complaints Officer

About Lendable

Lendable is a rapidly growing fintech company committed to creating the best technology to help consumers access credit and save money. Established as one of the UK's newest unicorns, Lendable has a workforce of over 700 employees and stands out as one of the fastest expanding technology firms in the country. Profitable since 2017, it enjoys backing from leading investors such as Balderton Capital and Goldman Sachs, and boasts excellent customer satisfaction with a 4.9 rating on Trustpilot across tens of thousands of reviews.

Having completely redesigned the major consumer finance products—loans, credit cards, and car finance—Lendable enables customers to receive funds within minutes rather than days. The company is ambitiously expanding its presence in both UK and US markets, targeting the large-scale financial products traditionally controlled by banks with outdated systems and complex procedures.

Role Overview

The Complaints Officer plays a crucial role in managing and resolving complex customer complaints. The ideal candidate excels in communication, building rapport with customers and internal teams alike to identify friction points and arrive at fair, impartial conclusions.

Key Responsibilities

• Efficiently investigate and resolve complaints in line with company standards, ensuring fairness and timeliness.
• Maintain comprehensive records of complaints and decisions supported by clear evidence and rationale.
• Manage a varied caseload independently, prioritizing tasks to meet performance targets and deliver excellent service.
• Collaborate closely with the Complaints Team regarding issues related to loans, credit cards, and auto-finance products.
• Provide constructive feedback to frontline and product teams to support continuous improvement in products and services.
• Communicate effectively with complainants, both in writing and verbally, handling difficult conversations tactfully and professionally.
• Stay updated on FCA regulations, particularly DISP complaint handling rules, and ensure compliance in all complaint management.
• Demonstrate strong professional letter-writing skills by producing clear, comprehensible final response letters.
• Advocate for ethical practices, ensuring customer interests are prioritized and striving to resolve issues without necessitating referrals to the Financial Ombudsman Service.
• Apply lessons learned from past internal and ombudsman complaints to enhance future complaint handling.
• Be adaptable to shifts in operational demands and support other areas as required.

Candidate Profile

The successful applicant will have prior experience in handling complaint resolution or customer disputes within a regulated industry. Essential skills include investigative aptitude, analytical thinking, problem-solving, and dispute resolution ability. Time management and self-motivation to manage a complex caseload are key, as is the capability to perform under pressure.

Benefits and Culture

• Be part of a winning team shaping a leading fintech company.
• Flexible working arrangements, with remote options including regular opportunities for social interaction and company events.
• Comprehensive health support including private healthcare coverage.
• Retirement and savings plans supporting long-term financial security.
• Employee referral program offering competitive bonuses.
• Access to office meals and snacks, including chef-prepared lunches on onsite days at certain locations.
• Environmental initiatives such as cycle-to-work and electric vehicle salary sacrifice schemes where available.

Additional Information

The recruitment process includes an initial phone call with the Talent team, a brief cognitive assessment, and an onsite interview assessing familiarity with FCA regulations and DISP guidelines.

Benefit availability varies by location and role; candidates are encouraged to discuss specifics with their Talent Partner.