Complaints Officer (Motor Finance)
London
Complaints Team – Complaints Team /
Full time /
Hybrid
About Lendable
Lendable is on a mission to make consumer finance amazing: faster, cheaper and friendlier.
> 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 400 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
About the role
As we grow, we’re looking to expand our Auto complaints handling team. We’re looking for an amazing complaints officer to help us investigate and resolve our most complex customer interactions to benefit our customers and Lendable.
If you have experience either handling complex complaints (preferably motor-related) or have worked in the automotive finance sector and have the following skills we’d love to hear from you:
- Problem-solving and decision-making skills - putting the customer at the heart of everything you do
- The ability to assess and critique evidence coming to a fair and comprehensive decision
- Be able to shift focus and re-prioritise workloads based on business and customer needs
- Great phone and written communication skills, being clear and concise to promote customer understanding.
- The ability to build rapport and manage multiple third parties including ensuring that customer expectations are managed.
Also, even better if you have
- Experience of working in a regulated motor finance environment
- An understanding of the Consumer Rights Act 2015
- An understanding of motor-related policies and industry standards
- The ability to comprehend complex Satisfactory Quality-related complaints.
Your team’s objectives
At Lendable, we genuinely care about our customers and are committed to resolving any complaints quickly, thoroughly, and fairly. We understand that working in a regulated industry means we have a responsibility to not only meet but exceed, the standards set for us. More importantly, we strive to meet expectations because we know how important that is.
We believe that feedback, even when it comes in the form of a complaint, is a valuable tool that helps us grow and improve. Your input drives us to refine our products and services, making them better for everyone.
As we continue to grow in the UK and US markets, we know that our ability to handle our customers' concerns effectively is more important than ever.
How you’ll impact those objectives
The ideal candidate will have experience resolving complex customer interactions and have an aptitude for investigating, analysing, and problem-solving. You’ll work closely in an intimate team, alongside other complaints officers, to get to the bottom of complaints about our auto-finance products. Prior experience in handling complaints in the auto finance sector is desirable, with a particular focus on vehicle condition complaints.
You will be responsible for communicating with the complainant* and our external partners. You will enjoy finding solutions that meet our customers’ expectations, within the parameters of what we can do as a business, and will exercise professionalism in writing formal responses. You will also help to translate customer complaints into product and process improvements both across the operations team, and the rest of Lendable’s business.
Life at Lendable (check out our Glassdoor page)
> The opportunity to scale up one of the world’s most successful fintech companies.
> Best-in-class compensation, including equity.
> You can work from home every Monday and Friday if you wish - on the other days we all come together IRL to be together, build and exchange ideas.
> Our in-house chef prepares fresh, healthy lunches in the office every Tuesday-Thursday
> We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to private health insurance
> We're an equal opportunity employer and are looking to make Lendable the most inclusive and open workspace in London
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