Complaints Officer

Overview

In this role you will investigate and resolve complex customer disputes within a regulated environment, building relationships across departments to understand friction points and reach fair, evidence-based decisions. You will self-manage a varied caseload, prioritise for efficiency, and maintain thorough records. You’ll contribute to product and process improvements while upholding high standards of customer service as Lendable expands in UK and US markets. This is a hands-on role in Operations with a strong focus on customer outcomes.

Pay / Benefits

• equity
• hybrid work (work from home Mon & Fri)
• private health insurance
• equal-opportunity employer
• office in London (Shoreditch)
• kitchen amenities in office

Responsibilities

• Investigate and resolve complaints about loans, cards and auto-finance products
• Communicate with complainants by written or phone contact; manage expectations tactfully
• Maintain accurate records and ensure decisions are supported by evidence and rationale
• Adhere to complaint handling standards and regulatory guidance (FCA, DISP)
• Collaborate with Complaints Team and feed insights to frontline and product teams for improvements
• Manage a varied, complex caseload and prioritise to meet KPI standards
• Stay up-to-date with policies, procedures, and product knowledge to inform cases

Key requirements

• Experience resolving complaints or customer disputes in a regulated environment
• Aptitude for investigating, analysing, problem-solving and dispute resolution
• Ability to self-manage a varied and complex caseload and meet performance standards
• Strong written communication and letter-writing skills
• Good record-keeping and evidence-based decision making
• Knowledge of FCA regulation and DISP complaint handling rules/guidance
• Willingness to adapt and support other operational needs as required
• Ability to communicate with customers professionally and manage difficult situations

• Clear communication
• Tact and professionalism
• Under-pressure resilience
• Knowledge of FCA regulations
• DISP complaint handling rules/guidance
• Record-keeping and policy review

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