Complaints Officer

Responsibilities

• Investigate and resolve complex customer complaints and disputes
• Manage a varied caseload, prioritizing cases to meet KPI standards
• Communicate with complainants via phone and written professional final response letters
• Provide feedback to frontline and product teams to drive process improvements
• Ensure all decisions are backed by demonstrable evidence and rationale
• Maintain up-to-date knowledge of products, policies, and FCA regulations

Requirements

• Experience resolving complaints or disputes within a regulated environment
• Aptitude for investigation, analysis, and problem-solving
• Strong professional letter writing skills
• Knowledge of FCA regulation and DISP complaint handling rules
• Ability to work under pressure and manage complex caseloads
• Strong moral compass focused on good customer outcomes

Benefits

• Private health cover
• Retirement and savings plans
• Employee referral programme
• Office meals and snacks including complimentary lunches on in-office days
• Cycle-to-work and electric vehicle salary sacrifice schemes
• Social events and team connection opportunities

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 consumer finance products like loans, credit cards, and car finance from the ground up to provide faster, better service.