Complaints Manager in London

We are building a Payments organisation that moves billions of funds for second‐hand items across our markets, an organisation that helps us scale anywhere in Europe through an ecosystem of payments providers, compliance and regulatory tools and controls, and that ensures the right payment experience along the way.

As the Complaints Manager for Vinted Pay UK, you will be responsible for the policy, process and regulatory oversight of handling complaints for members of Vinted Pay UK. In this role, you will define the complaints policy, manage complaints with the UK FOS (Financial Ombudsman), provide 2nd line support to the Member Support team, own day to day Consumer Duty actions and drive a customer centric efficient process within a regulated process.

You will work closely with Vinted Pay UK leadership team and the Vinted Pay Member Support leadership to deliver and drive efficient compliant complaint handling. You will identify opportunities and improvements in the products and processes and ensure quality services and controls. You will provide governance and Board and Regulatory reporting on the complaints received with Vinted Pay UK whilst ensuring learnings from complaints drive improved user experiences. You will be reporting to the MD of Vinted Pay UK and work closely with the Payments Member Support Leadership team and broader Payments Leadership team to deliver excellent service and oversight.

In this position, you will:

• Co‐own the Vinted Pay UK complaints policy, process and regulatory strategy, aligned to Consumer Duty, reporting to the MD of Vinted Pay UK.
• Regularly review and improve the complaints policy that aligns to UK law and the Consumer Duty.
• Analyse complaints and identify member trends for product and service improvements.
• Act as 2nd line to Member Support for all UK escalations and complaints and support process improvements to ensure an efficient and effective service offering to members.
• Be the direct contact for the UK FOS (Financial Ombudsman) in the handling and reporting for complaints.
• Contribute to Vinted Pay UK’s oversight and governance framework and broader Vinted Pay complaints management.
• Work closely with the Business Operations, Finance, Legal and Compliance, Member Support Engineering, Product and Data teams to ensure implementation and understanding for the Consumer Duty legislation.

About You:

• 5+ years of experience in a Customer Service related role which includes complaint handling within the FinTech, Payments, banks and e‐commerce industries.
• Proven track record of building, scaling, and leading high‐performing complaints and service teams.
• Deep, operational understanding of the end‐to‐end payment processing landscape, including card schemes, acquiring, issuing, PSPs, consumer financial services, banks, and regulatory compliance.
• Demonstrated ability to negotiate complex consumer and business complaints including with regulators such as the Financial Ombudsman.
• Exceptional analytical skills with a data‐driven approach to decision‐making.
• Excellent communication skills, both written and verbal, with the ability to interact effectively with stakeholders at all levels.

Working perks include:

• The opportunity to benefit from our share options programme.
• 25 days of paid annual leave.
• Newest MacBook models.
• Digital mental and emotional health support and Employee Assistant Program (EAP).
• Frequent team‐building events.
• Home office support: we provide IT workstation equipment and a personal budget of up to €540 for home workplace furniture.
• Lunch benefit per working day.
• Access to a discounted gym membership plan.
• A personal monthly budget for shopping on Vinted.
• Comprehensive Medical Insurance.
• Group Life and Income Protection Insurance.
• The opportunity to spend up to 90 days per year – 21 of which can be spent working outside of the EU – on workation.
• Pension plan with the opportunity to choose your contribution percentage, and Vinted will match it up to a set limit.

Hybrid Work:

We’ve adopted a hybrid workplace model where 2 days in the office are recommended but not enforced. It’s up to you and your team to decide on the exact days you’ll spend working together in person.

Individual Learning Budget:

We invest in your professional growth! As part of our commitment to continuous learning, we offer an annual learning budget to support your personal and career development through courses, certifications, workshops and more.

Equal Opportunity:

The Vinted Group is committed to building an inclusive workplace where people from all walks of life feel a sense of belonging. We welcome applications from people of all backgrounds, identities and life experiences. At Vinted, all applicants are treated fairly without regard to their race, age, religion or belief, sex, national origin, citizenship, gender identity, sexual orientation, disability, or any other protected characteristic.