Complaints Officer (London)
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 for a Complaints Officer to help us investigate and resolve our more complex customer interactions. As an excellent communicator, you will quickly build relationships with customers and other departments across Lendable to understand customer friction points and come to fair and objective decisions.
Your team’s objectives
Lendable aims to resolve all complaints promptly, ensuring that they are investigated diligently and fairly for customers. Lendable is committed to providing excellent customer service and ensuring that it reaches the right outcomes for our customers.
Feedback is an important part of how we can evolve as a business to ensure that we are meeting our customers' expectations and continuously improving our service and the team is encouraged to speak up, take each complaint on its own merits and provide valuable insights to the business in order to improve and grow.
Our ability to handle complaints effectively for our customers, and therefore to the benefit of us as a business, has never been more important than now; as we expand our existing products in the UK and US financial markets.
How you’ll impact those objectives
The ideal candidate will have experience resolving complex customer interactions or disputes and have an aptitude for investigating, analysing, problem-solving and dispute resolution. You’ll work closely with the Complaints Team, to resolve complaints about our loans, cards and auto-finance products.
You will be responsible for communicating with the complainant* and will enjoy finding solutions that meet our customers’ expectations, within the parameters of what we can do as a regulated business, and will be able to formulate professional final responses. You will also help to translate customer complaints into product and process improvements both across the rest of the operations team, and Lendable as a business.
The ideal candidate will have complaints or dispute-handling experience from within a regulated business environment.
The Interview Process
- A quick phone call with one of the team
- An exercise to demonstrate your ability to resolve complaints
- Onsite Interview
- Meet the team you’ll work with daily
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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