Lendable
fintech
HeadofComplaints
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“Head of Complaints at Lendable. Skills: Process Redesign, Root Cause Analysis, Stakeholder Management, Regulatory Liaison. Lead the Complaints Department. Foster Growth Culture”
What You'll Achieve.
deliver exceptional customer outcomes; ensure quality is maintained across all service lines; ensure promotion is limited only by ability and ambition; relentless focus on productivity, efficiency, and consistency; ensure they remain scalable and offer the best possible customer journey; identify systemic failures and drive long-term business improvements; highlight areas for change and realise cost efficiencies; automate heavy lifting and enhance resolution speed; ensure all reporting to the FOS or the FCA meets DISP requirements; adapt to product growth and customer demand; prevent customer detriment; ensure any identified risks are mitigated, actions are owned and delivered to plan
Industry & Context.
resolving complex issues; identifying systemic root causes
What They're Looking For.
Must Have
Extensive Leadership Experience, Regulatory Expertise, Strategic Influence, Communication Skills, Fast-Paced Delivery, Hands-on Approach
Nice to Have
Experience working in the motor industry or handling automotive finance complaints, Previous experience in a "unicorn" or rapidly scaling fintech environment, Fluency in modern digital tools and an interest in AI-driven operational solutions
What You'll Do.
Lead the Complaints Department
Foster Growth Culture
Root Cause Analysis (RCA)
Technology Integration
How You'll Work.
Team & Collaboration
Build and manage strategic partnerships across the business; Champion the function at key meetings
Communication Scope
communication skills, both written and verbal
Full Job Description
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 https://uk.trustpilot.com/review/lendable.co.uk) 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 1. 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 2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo 3. 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 complian
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