At a Glance
- Tasks: Lead the complaints department and drive strategic improvements for exceptional customer outcomes.
- Company: Join Lendable, a fast-growing fintech unicorn on a mission to revolutionise consumer finance.
- Benefits: Enjoy competitive pay, equity options, hybrid work, and wellness support.
- Other info: Be part of a supportive culture with opportunities for personal and professional growth.
- Why this job: Make a real impact in a dynamic environment while shaping the future of finance.
- Qualifications: Proven leadership in financial services and strong communication skills required.
The predicted salary is between 80000 - 100000 € per year.
As the Head of Complaints, you will hold a pivotal leadership position reporting to the Director of Complaints, Fraud and Financial Crime. You will be at the heart of our mission to make consumer finance faster, cheaper, and friendlier. By championing the benefits of learning from complaint outcomes across the business, you will lead the strategic direction of our complaints department across multiple product lines.
This is more than a management role; it is a mandate to build a high-performance environment that balances rigorous FCA regulatory compliance with the innovative, technology-driven agility of a leading fintech unicorn. You will be responsible for resolving complex issues, identifying systemic root causes, and fostering a culture of continuous learning and improvement to deliver exceptional customer outcomes.
Key Responsibilities- Set the strategic direction and objectives for the team, ensuring quality is maintained across all service lines.
- Identify and develop future leaders through coaching and support, ensuring promotion is limited only by ability and ambition.
- Oversee a high-performance team with a relentless focus on productivity, efficiency, and consistency.
- Build and manage strategic partnerships across the business and champion the function at key meetings, including the Risk Committee.
- Continually review and optimise complaints processes to ensure they remain scalable and offer the best possible customer journey.
- Lead all aspects of Root Cause and Remediation activity resulting from complaints to identify systemic failures and drive long-term business improvements.
- Confidently interpret performance data and reporting to highlight areas for change and realise cost efficiencies.
- Leverage in-house technology, machine learning, and AI to automate heavy lifting and enhance resolution speed.
- Act as the primary relationship holder with the Financial Ombudsman Service (FOS) and ensure all reporting to the FOS or the FCA meets DISP requirements.
- Continuously redesign and re-engineer procedures to adapt to product growth and customer demand, ensuring full adherence to FCA regulations.
- Proactively identify, monitor, and control conduct risk to prevent customer detriment.
- Take full responsibility for complaints data accuracy and reporting to the regulator and white-label partners.
- Ensure any identified risks are mitigated, actions are owned and delivered to plan, and drive accountability to promote a well-controlled function.
- Significant experience leading teams within the financial services sector.
- Deep, practical knowledge of FCA regulatory requirements and DISP rules.
- Proven ability to manage and influence key influencers and decision-makers.
- Strong communication skills, both written and verbal.
- A track record of prioritising and delivering in a fast-moving, high-growth environment.
- A self-starter who is willing to dive into the details of the team's work.
- Experience working in the motor industry or handling automotive finance complaints is highly desirable.
- Previous experience in a "unicorn" or rapidly scaling fintech environment.
- Fluency in modern digital tools and an interest in AI-driven operational solutions.
Head of Complaints employer: Lendable Ltd
Lendable is an exceptional employer, offering a dynamic work environment in the heart of London where innovation meets consumer finance. With a strong focus on employee growth and well-being, we provide best-in-class compensation, including equity, and flexible hybrid working arrangements that promote a healthy work-life balance. Our commitment to inclusivity and continuous learning ensures that every team member can thrive while contributing to our mission of revolutionising credit access for customers.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Complaints
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their mission and values, especially how they relate to complaints management. This will help you tailor your responses and show you're genuinely interested.
✨Tip Number 3
Practice your answers to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your responses, especially when discussing your leadership experience in handling complaints.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Head of Complaints
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in financial services and complaints management. We want to see how your skills align with our mission to improve consumer finance!
Showcase Leadership Skills:As the Head of Complaints, you'll be leading a team, so don’t forget to emphasise your leadership experience. Share examples of how you've developed teams and driven performance in previous roles.
Demonstrate Problem-Solving Abilities:We love candidates who can tackle complex issues head-on. Include specific instances where you've identified root causes of problems and implemented effective solutions in your application.
Apply Through Our Website:For the best chance of success, make sure you apply directly through our website. It’s the easiest way for us to review your application and get you on board with our exciting journey!
How to prepare for a job interview at Lendable Ltd
✨Know Your Stuff
Make sure you have a solid understanding of FCA regulations and DISP rules. Brush up on your knowledge of the financial services sector, especially in complaints management. This will show that you're not just familiar with the basics but are ready to tackle complex issues head-on.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in high-pressure environments. Think about times when you've developed future leaders or improved team performance. Be ready to discuss your approach to coaching and supporting team members, as this role is all about building a high-performance culture.
✨Data-Driven Mindset
Since the role involves interpreting performance data, come prepared with examples of how you've used data to drive improvements in past roles. Highlight any experience you have with machine learning or AI-driven solutions, as this will resonate well with their focus on innovation.
✨Cultural Fit Matters
Lendable values a friendly and inclusive work environment. Be yourself and let your personality shine through during the interview. Share your thoughts on fostering a positive workplace culture and how you can contribute to their mission of making consumer finance better for everyone.
