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- Tasks: Manage and resolve customer complaints while ensuring compliance and driving process improvements.
- Company: YouLend, a fast-growing FinTech with a supportive and diverse culture.
- Benefits: Stock options, private medical insurance, gym access, and flexible working arrangements.
- Why this job: Join a dynamic team making a real impact in the FinTech space.
- Qualifications: Experience in complaints handling and strong communication skills required.
- Other info: Award-winning workplace with excellent career growth opportunities.
The predicted salary is between 36000 - 60000 ÂŁ per year.
About Us YouLend is a rapidly growing FinTech that is the preferred embedded financing platform for many of the world’s leading e-commerce platforms, tech companies, and Payment Service Providers. Our software platform enables our partners to extend their value proposition by offering flexible financing products in their own branding, to their merchant base, without capital at risk. We are owned by the leading Private Equity company, EQT, and have grown +100% year-on-year since 2020. We are headquartered in London, UK, but are also present in several European countries as well as the United States where we service our partners, including eBay, Amazon, Just Eat, Shopify, and Stripe.
The Role We are seeking a highly organised and proactive Complaints Officer to join our growing Customer Service Team. We are looking for someone who will uphold exceptional customer outcomes by managing all complaints - regulated and unregulated - while ensuring compliance with strong governance standards. This strategic, detail-focused role safeguards YouLend’s reputation, drives process improvement, and ensures fair merchant outcomes. You will strengthen customer trust, support regulatory reporting, and enhance the frameworks that underpin YouLend’s continued global expansion.
Responsibilities:
- Own end-to-end management of regulated and unregulated complaints, ensuring timely, compliant, and fair resolutions.
- Lead investigations and responses for: DSARs, FOS complaints (where applicable), DPO-related escalations and data protection issues.
- Maintain accurate complaints logs aligned with FCA, GDPR, and internal governance standards.
- Work cross-functionally with Legal, Underwriting, Risk, Sales, and Customer Service to resolve cases and prevent recurrence.
- Identify root causes and deliver insights that drive product, policy, and process improvements.
- Manage and improve Trustpilot performance, including responses, trend analysis, and customer sentiment initiatives.
- Produce internal reporting on complaint trends, risks, and outcomes for senior leadership.
- Ensure complaint-handling processes remain compliant, efficient, and reflective of YouLend’s values.
- Act as subject matter expert on complaints handling, customer outcomes, and related data protection areas.
Qualifications:
- Proven experience in complaints handling within financial services, lending, FinTech, or another regulated environment.
- Strong knowledge of regulated and unregulated complaint procedures, DSARs and GDPR, FOS processes, DPO principles.
- Exceptional written communication and the ability to explain complex decisions clearly and empathetically.
- Experience with CRM or case-management tools (HubSpot is a plus).
- Direct experience managing Trustpilot responses and performance, using insights to improve score and sentiment.
- Ability to manage sensitive cases with discretion and a strong customer-first mindset.
- A proactive, solutions-driven approach, able to work independently and collaborate effectively across teams.
Why join YouLend?
- Award-Winning Workplace: YouLend has been recognised as one of the “Best Places to Work in 2024 and 2025” by the Sunday Times for being a supportive, diverse, and rewarding workplace.
- Award-Winning Fintech: YouLend has been recognised as a “Top 250 Fintech Worldwide” company by CNBC.
- It’s just getting fun: We have developed powerful solutions, won some significant partnerships, and are growing at a rapid pace. But the global opportunity is still massive, and YouLend is a raw organisation where we are only just getting started.
- Lots of upsides: High-growth (>100% growth during 2022 and 2023), so clear outlook to compensation (bonus or share option appreciation) and career growth (through growth with business). Well-capitalised with supportive private equity backing. Part of Banking Circle Group with a fully licensed Luxembourg bank, which can provide a balance sheet and support European expansion in otherwise complex regulated markets.
- Motivating work environment: A high-quality team that pushes each other to succeed through direct feedback and aligned incentives. Strong and transparent team culture, we have each other’s backs. Independent work environment where results matter. Data-driven culture and emphasis on speed (anti-red tape).
We offer a comprehensive benefits package that includes:
- Stock Options
- Private Medical insurance via Vitality and Dental Insurance with BUPA
- EAP with Health Assured
- Enhanced Maternity and Paternity Leave
- Modern and sophisticated office space in Central London
- Free Gym in office building in Holborn
- Subsidised Lunch via Feedr
- Deliveroo Allowance if working late in office
- Monthly in office Masseuse
- Team and Company Socials
- Football Power League / Paddle and Yoga Club
At YouLend, we champion diversity and embrace equal opportunity employment practices. Our hiring, transfer, and promotion decisions are exclusively based on qualifications, merit, and business requirements, free from any discrimination based on race, gender, age, disability, religion, nationality, or any other protected basis under applicable law.
Complaints Officer employer: YouLend
Contact Detail:
YouLend Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Officer
✨Tip Number 1
Get to know YouLend inside out! Research their values, mission, and recent news. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing a role at YouLend. Personal connections can make a huge difference!
✨Tip Number 3
Prepare for situational questions! Think of examples from your past experiences where you've handled complaints or resolved conflicts. Be ready to explain your thought process and how it aligns with YouLend's customer-first mindset.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and serious about joining the YouLend family.
We think you need these skills to ace Complaints Officer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Officer role. Highlight your experience in complaints handling and any relevant knowledge of regulated environments. We want to see how you fit into our YouLend culture!
Show Off Your Communication Skills: Since this role requires exceptional written communication, use your application to demonstrate your ability to explain complex issues clearly and empathetically. We love seeing candidates who can convey their thoughts effectively!
Be Proactive and Solutions-Driven: In your application, share examples of how you've tackled challenges in the past. We’re looking for someone who takes initiative and can work independently while also collaborating with teams. Show us your problem-solving skills!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets the attention it deserves. Plus, it shows us you're keen on joining the YouLend team!
How to prepare for a job interview at YouLend
✨Know Your Complaints Inside Out
Make sure you’re well-versed in the complaints handling processes, especially within financial services. Brush up on regulated and unregulated complaint procedures, DSARs, and GDPR. This knowledge will not only help you answer questions confidently but also show that you’re serious about the role.
✨Showcase Your Communication Skills
As a Complaints Officer, exceptional written communication is key. Prepare to demonstrate how you can explain complex decisions clearly and empathetically. Consider bringing examples of past communications or reports you've handled to illustrate your skills.
✨Highlight Your Problem-Solving Approach
YouLend values a proactive, solutions-driven mindset. Be ready to discuss specific instances where you identified root causes of complaints and implemented improvements. This will show that you can think critically and contribute to process enhancements.
✨Familiarise Yourself with Trustpilot
Since managing Trustpilot performance is part of the role, do some research on how to respond to reviews effectively. Bring insights on how you’ve improved customer sentiment in previous roles, as this will demonstrate your ability to manage reputation and customer trust.
