Customer Experience Officer / Complaints Officer

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, among the fastest-growing tech companies in the UK.

So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We’re growing fast, and there’s a lot more to do as we go 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.

As we grow, we’re looking for a Complaints Officer to help us investigate and resolve our more complex customer interactions. Lendable aims to resolve all complaints promptly, ensuring that they are investigated diligently and fairly for customers. We are 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. 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.

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 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.

Additional information includes:

• 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

We offer a 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.

For more information, please speak to your Talent Partner.