Complaints Officer

Responsibilities

• Manage a varied and complex caseload of motor finance complaints
• Investigate, analyze, and resolve customer disputes within a regulated environment
• Communicate decisions to complainants via phone and professional written letters
• Use AI tools and technology to enhance customer service
• Provide feedback to frontline and product teams to drive process improvements
• Ensure all decisions are backed by demonstrable evidence and rationale in line with FCA and DISP rules
• Manage customer expectations and handle difficult situations with professionalism

Requirements

• Experience handling complex complaints (preferably motor or secured products)
• Strong problem-solving and decision-making skills
• Excellent written and verbal communication skills
• Ability to manage multiple third parties and prioritize workloads
• Knowledge of FCA regulation and DISP complaint handling rules

Preferred Qualifications

• Experience in a regulated motor finance environment
• Understanding of the Consumer Rights Act 2015
• Knowledge of motor-related policies and industry standards
• Ability to handle complex Satisfactory Quality-related complaints

About the Company

Lendable is a leading fintech unicorn on a mission to build the world's best technology to help people get credit and save money. We have rebuilt major consumer finance products from scratch, including loans, credit cards, and car finance.