Complaints Officer

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 people * Among the fastest-growing tech companies in the UK * Profitable since 2017 * Backed by top investors including Balderton Capital and Goldman Sachs * Loved 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. JOIN US IF YOU WANT TO 1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo 3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting About the role As we grow, we’re looking to expand our Auto complaints handling team. As an excellent communicator, you will quickly build relationships with customers and other departments across Lendable to understand customer friction points and come to fair and objective decisions.  If you have experience of either handling complex complaints (preferably motor or secured product related) or have worked in the automotive finance sector and have the following skills we’d love to hear from you: * Problem solving and decision making skills - putting the customer at the heart of everything you do * The ability to assess and critique evidence coming to a fair and comprehensive decision * Be able to shift focus and re-prioritise workloads based on business and customer needs * Great phone and written communication skills, being clear and concise to promote customer understanding.  * The ability to build rapport and manage multiple third parties including ensuring that customer expectations are managed.  Also, even better if you have: * Experience of working in a regulated motor finance environment * An understanding of the Consumer Rights Act 2015 * An understanding of Motor related policies and industry standards  * The ability to comprehend complex Satisfactory Quality-related complaints.  Your 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 The ideal candidate will have experience of resolving complaints or customer disputes within a regulated environment and have an aptitude for investigating, analysing, problem-solving and dispute resolution.  * You will be able to self manage a varied and complex caseload, identifying best contact mechanisms for customers and prioritising cases where appropriate to be highly productive and efficient, and to maintain the required level of performance against our KPI minimum standards. * You will champion using our AI tools and technology to bring a first class service to our customers.  * You will work well under pressure and be adaptable, being able to turn your hand to other areas of operational need, as the business may require.  * You will ensure that you follow our complaint handling standards, have good record keeping skills and ensure that all decisions made are backed up with demonstrable evidence and rationale.  * You will work closely with the Complaints Team, to resolve complaints about our loans, cards and auto-finance products, as well as be responsible for feeding back to both frontline and product teams on product and process improvements across the Operations Team and wider Lendable business.  * You will be responsible for communicating with the complainant, either in writing or by phone and will enjoy finding solutions to issues raised, managing customer expectations and handling difficult situations with tact and professionalism.  * You will have a good knowledge and understanding of FCA regulation as well as DISP complaint handling rules and guidance.  * You will also ensure that you maintain up to date knowledge of Lendable’s products through effective use and review of policies, procedures and business tools made available to you.  * You will have strong letter writing skills, being able to create professional final response letters which break down complex issues into comprehensible information for consumers to understand.  * You will also have a sound moral compass, speaking up where necessary to ensure that good customer outcomes are always at the heart of what we do, striving to resolve complaints without the need for the customer to refer to the Financial Ombudsman Service, and ensuring you are applying any learnings from both internal and FOS complaints to future complaint cases.  The Interview Process * A quick phone call with one of the team * An exercise to demonstrate your ability to resolve complaints * An assessment to evidence your knowledge of FCA regulations and DISP complaint handling rules/guidance. * Onsite Interview * Discuss the exercises you have completed * Meet the team you’ll work with daily 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. Check out our blog!

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 people * Among the fastest-growing tech companies in the UK * Profitable since 2017 * Backed by top investors including Balderton Capital and Goldman Sachs * Loved 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. JOIN US IF YOU WANT TO 1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo 3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting About the role As we grow, we’re looking for a Complaints Officer to help us investigate and resolve our more complex customer interactions. As an excellent communicator, you will quickly build relationships with customers and other departments across Lendable to understand customer friction points and come to fair and objective decisions. Your 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 * The ideal candidate will have experience in resolving complaints or customer disputes within a regulated environment and have an aptitude for investigating, analysing, problem-solving and dispute resolution. * You will be able to self manage a varied and complex caseload, identifying best contact mechanisms for customers and prioritising cases where appropriate to be highly productive and efficient, and to maintain the required level of performance against our KPI minimum standards. * You’ll work well under pressure and be adaptable, being able to turn your hand to other areas of operational need, as the business may require. * You will ensure that you follow our complaint handling standards, have good record keeping skills and ensure that all decisions made are backed up with demonstrable evidence and rationale. * You’ll work closely with the Complaints Team, to resolve complaints about our loans, cards and auto-finance products, as well as be responsible for feeding back to both frontline and product teams on product and process improvements across the Operations Team and wider Lendable business. * You will be responsible for communicating with the complainant, either in writing or by phone and will enjoy finding solutions to issues raised, managing customer expectations and handling difficult situations with tact and professionalism. * You will have a good knowledge and understanding of FCA regulation as well as DISP complaint handling rules and guidance. * You will also ensure that you maintain up to date knowledge of Lendable’s products through effective use and review of policies, procedures and business tools made available to you. * You will have strong letter writing skills, being able to create professional final response letters which break down complex issues into comprehensible information for consumers to understand. * You will also have a sound moral compass, speaking up where necessary to ensure that good customer outcomes are always at the heart of what we do, striving to resolve complaints without the need for the customer to refer to the Financial Ombudsman service, and ensuring you are applying any learnings from both internal and FOS complaints to future complaint cases. The Interview Process * A quick phone call with one of the Talent team. * 15 minute cognitive assessment. * An onsite interview & assessment to evidence your knowledge of FCA regulations and DISP complaint handling rules/guidance. 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. Check out our blog!

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 people * Among the fastest-growing tech companies in the UK * Profitable since 2017 * Backed by top investors including Balderton Capital and Goldman Sachs * Loved 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. JOIN US IF YOU WANT TO 1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo 3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting This role can be based out of either our London or Chatham offices. ROLE OVERVIEW * Drive back office performance by monitoring case volumes, agent activity, and workload across Complaints, Financial Crime, Fraud & Card Disputes, and Fraud Investigations. * Accountable for maintaining schedule accuracy in Assembled (our Workforce Management platform) - processing intraday adjustments for absence, lateness and non-productive time to keep capacity aligned with demand and protect SLA targets. * Deliver clear, timely intraday reporting, providing back office stakeholders with actionable insights on performance, agent activity and resource risk. KEY RESPONSIBILITIES We are looking for a proactive and detail-oriented Back Office Real Time Coordinator to join our Workforce Management team at Lendable. This is a newly created role, sitting at the intersection of Workforce Management and back office operations - you will be the dedicated real-time point of contact for our Complaints, Financial Crime, Fraud & Card Disputes, and Fraud Investigations teams. Unlike frontline coordination, this role requires an understanding of case-based workflows: how cases age, where backlogs build, and how to direct resources in a way that protects SLAs. You will work closely with the Workforce Lead and directly support Team Leaders and Operational Managers across all back office functions. Success means making data-driven decisions on the fly to optimise agent schedules, handle unexpected shifts in volume, and communicate clear, actionable, performance trends to stakeholders at all levels. If you are a natural problem-solver with a sharp eye for details who thrives in a dynamic, fast paced environment, we want you on our team! You will report directly to the Workforce Lead. Responsibilities: 1. Intraday Capacity & Workload Management: Monitor real-time case volumes and throughput across back office queues (Complaints, Financial Crime, Fraud, Card Disputes, Fraud Investigations), identifying capacity risks and recommending resource reallocation to protect SLA targets. 2. Schedule & Rota Adjustments: Process intraday schedule adjustments including absences, lateness, and unplanned non-productive time. Work with the Workforce Lead and Back office operational leaders to optimise available capacity against live workload demand. 3. Performance Monitoring & Reporting: Actively track agent schedule adherence and productive time, flagging deviations to team leaders and operational managers. Generate and distribute intraday and daily performance snapshots covering key back office metrics such as volumes worked, SLA performance, and back office occupancy. 4. Communication & Collaboration: Act as the primary real-time point of contact for back office operational matters, proactively communicating performance risks to relevant team leaders and the Director of Complaints and Fraud. Partner with the Workforce Lead to develop Assembled capability for back office teams, including building out relevant reporting and scheduling features. 5. Escalation Management: Identify and escalate system issues, significant deviations from planned capacity, or emerging SLA breach risks to the Workforce Lead and relevant operational leads promptly. 6. Building the Function: As this is a newly created role, you will play an active part in shaping how back office real-time coordination works at Lendable — documenting processes, defining metrics, and establishing ways of working with each team.   Qualifications: 1. Analytical Skills: Analytical and problem-solving abilities to interpret real-time data, identify trends, and make informed decisions quickly. 2. Back Office Experience: Experience working in or closely with a back office function (Complaints, Financial Crime, Fraud, or similar) is desirable. An understanding of case-based workflows, SLA management is advantageous. 3. Communication Skills: Excellent verbal and written communication skills to effectively convey real-time information, collaborate with team members, and escalate issues when necessary. 4. Technical Aptitude: Proficiency in using real-time monitoring tools, analytics platforms, and software systems. Knowledge of workforce management software (Assembled, Calabrio, Genesys) is beneficial. 5. Time Management: Ability to prioritise tasks, manage multiple streams of real-time data simultaneously, and work under pressure to meet tight deadlines and service level requirements. INTERVIEW PROCESS 1) 15 minute online Assessment 2) 30 minute call with a member of the Talent Team 3) Onsite Interview with the hiring manager 4) 30 remote interview with Director of Complaints, Fraud and FinCrime 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. Check out our blog!