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Lendable is a UK fintech unicorn (800+ employees, profitable since 2017, backed by Balderton Capital and Goldman Sachs) rebuilding consumer finance products—loans, credit cards, and car finance—with best-in-class technology and AI. The company is expanding rapidly into the UK and US markets.
You will join the Complaints handling team as a Complaints Officer, responsible for investigating, resolving, and fairly adjudicating customer complaints across Lendable's loan, credit card, and auto-finance products. You will manage a varied and complex caseload, self-directing your workload while maintaining KPI standards. Key responsibilities include:
- Investigating complaints diligently and fairly, assessing evidence objectively to reach comprehensive decisions
- Managing customer communications via phone and written correspondence, including drafting professional final response letters that translate complex issues into clear consumer language
- Building rapport with customers and third parties (including the Financial Ombudsman Service), managing expectations and handling difficult situations with professionalism and tact
- Prioritizing cases based on business and customer needs, adapting to shifting workloads
- Leveraging AI tools and technology to deliver first-class service
- Feeding back insights to frontline and product teams on process and product improvements
- Maintaining strong record-keeping and ensuring all decisions are backed by demonstrable evidence and rationale
- Staying current with FCA regulations, DISP complaint handling rules, and Lendable's product policies
- Striving to resolve complaints without escalation to the Financial Ombudsman Service, applying learnings from internal and FOS cases to future decisions
You will work closely with the Complaints Team and broader Operations function, operating under pressure while maintaining a sound moral compass and commitment to fair customer outcomes.
Lendable offers hybrid working (three days in-office weekly at select locations), private health cover, retirement savings plans, employee referral bonuses, complimentary lunches on in-office days, and sustainable commuting schemes.
REQUIREMENTS:
- Experience handling complex complaints, preferably in motor or secured product finance, OR background in the automotive finance sector
- Problem-solving and decision-making skills with customer-centric focus
- Ability to assess and critique evidence objectively
- Excellent phone and written communication skills; clear, concise written expression
- Ability to build rapport and manage multiple third parties
- Flexibility to shift focus and reprioritize workloads
- Strong letter-writing skills for professional final response letters
- Good record-keeping discipline
PREFERRED:
- Experience in a regulated motor finance environment
- Understanding of the Consumer Rights Act 2015
- Knowledge of motor-related policies and industry standards
- Ability to comprehend complex Satisfactory Quality-related complaints
- Strong experience working with the Financial Ombudsman Service (FOS)
- Knowledge of FCA regulations and DISP complaint handling rules/guidance
