Head of Complaints (London)

hackajob is collaborating with Lendable to connect them with exceptional professionals for this role.

About Lendable

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:

• One of the UK’s newest unicorns with a team of just over 700 people
• Among the fastest-growing tech companies in the UK
• Profitable since 2017
• Backed by top investors including Balderton Capital and Goldman Sachs
• Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot)

So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days.

We’re growing fast, and there’s a lot more to do: we’re going 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.

Join us if you want to:

• Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1
• Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
• Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting

Role Overview

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

• Lead the Complaints Department: Set the strategic direction and objectives for the team, ensuring quality is maintained across all service lines.
• Foster Growth Culture: Identify and develop future leaders through coaching and support, ensuring promotion is limited only by ability and ambition.
• Drive Performance: Oversee a high-performance team with a relentless focus on productivity, efficiency, and consistency.
• Stakeholder Management: Build and manage strategic partnerships across the business and champion the function at key meetings, including the Risk Committee.

• Process Redesign: Continually review and optimise complaints processes to ensure they remain scalable and offer the best possible customer journey.
• Root Cause Analysis (RCA): Lead all aspects of Root Cause and Remediation activity resulting from complaints to identify systemic failures and drive long-term business improvements.
• Data-Driven Insights: Confidently interpret performance data and reporting to highlight areas for change and realise cost efficiencies.
• Technology Integration: Leverage in-house technology, machine learning, and AI to automate heavy lifting and enhance resolution speed.

• Regulatory Liaison: 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.
• Policy Ownership: Continuously redesign and re-engineer procedures to adapt to product growth and customer demand, ensuring full adherence to FCA regulations.
• Conduct Risk: Proactively identify, monitor, and control conduct risk to prevent customer detriment.
• Reporting: Take full responsibility for complaints data accuracy and reporting to the regulator and white-label partners.
• Risk Mitigation: Ensure any identified risks are mitigated, actions are owned and delivered to plan, and drive accountability to promote a well-controlled function.

Required Qualifications

• Extensive Leadership Experience: Significant experience leading teams within the financial services sector.
• Regulatory Expertise: Practical knowledge of FCA regulatory requirements and DISP rules.
• Strategic Influence: Proven ability to manage and influence key influencers and decision-makers.
• Communication Skills: Strong communication skills, both written and verbal.
• Fast-Paced Delivery: A track record of prioritising and delivering in a fast-moving, high-growth environment.
• Hands-on Approach: A self-starter who is willing to dive into the details of the team's work.

Preferred Qualifications

• Industry Specifics: Experience working in the motor industry or handling automotive finance complaints is highly desirable.
• Fintech Background: Previous experience in a "unicorn" or rapidly scaling fintech environment.
• Technical Literacy: Fluency in modern digital tools and an interest in AI-driven operational solutions.

Interview Process

1. 30 minute call with a member of the Talent Team
2. 15 minute Cognitive Assessment
3. 45 minute Case Study Interview
4. 60 minute Onsite Interview with the Director of Complaints, Fraud and FinCrime

Life at Lendable

• 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

Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner.