Complaints Officer

About Lendable

Lendable is a leading UK fintech unicorn with over 700 employees, renowned for building innovative financial products including loans, credit cards, and car finance. With profitable operations since 2017 and backed by major investors like Balderton Capital and Goldman Sachs, Lendable delivers fast, customer-centric credit solutions in the UK and US markets.

Role Overview

The Complaints Officer will manage and resolve complex customer complaints, working closely with internal teams to identify issues and ensure fair outcomes aligned with regulatory standards. This role demands excellent communication skills, strong problem-solving capabilities, and the ability to handle a diverse caseload efficiently.

Key Responsibilities

• Investigate and address customer complaints promptly and impartially, upholding exemplary service standards.
• Analyze dispute cases thoroughly, making decisions supported by clear evidence and rationale.
• Communicate effectively with customers by phone and written correspondence, managing expectations professionally and tactfully.
• Collaborate with Complaints, Frontline, and Product teams to provide feedback leading to operational and product improvements.
• Maintain compliance with FCA regulations and DISP complaint handling rules.
• Keep current with Lendable’s product offerings and policies to provide accurate, informed resolution.
• Prepare clear, professional complaint response letters simplifying complex issues for customers.
• Promote excellent customer outcomes by resolving issues internally without escalating to the Financial Ombudsman Service.
• Adapt to evolving operational needs within the growing company.

Candidate Profile

• Experience resolving complaints or disputes in a regulated financial services environment.
• Ability to manage a varied caseload efficiently, prioritizing cases to meet KPIs.
• Confident working under pressure and adapting to changing business demands.
• Strong investigative, analytical, and problem-solving skills.
• Excellent written and verbal communication skills, including strong letter writing.
• Sound understanding of FCA regulations and DISP guidance.
• Integrity and commitment to putting customer interests first.

Work Environment & Culture

• Join a high-growth fintech company scaling its impact across major markets.
• Fully remote working with opportunities to connect with colleagues through social events and off-sites.
• Flexible working arrangements tailored to role needs.

Benefits

• Comprehensive health support including private health coverage.
• Retirement savings plans for long-term financial wellness.
• Employee referral bonuses for successful hiring.
• Access to stocked kitchens and complimentary lunches on in-office days at select sites.
• Environmental commute initiatives such as cycle-to-work and electric vehicle schemes.

Additional Information

Benefit availability varies by location and role; candidates should consult their Talent Partner for details. The interview process includes an initial phone conversation, a complaints resolution exercise, a regulatory knowledge assessment, and an onsite interview with the team.