Complaints Officer (FOS)

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 most exciting unicorns with a team of over 800 people

• Among the

companies in the UK

• Profitable since

• Backed by top investors including

As we grow, we're looking to expand our Complaints handling team. 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. If you have experience of either handling complex complaints (preferably motor or secured product 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.

• 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

• Strong experience working with the Financial Ombudsman Service (FOS).

The ideal candidate will have experience of resolving complaints or customer disputes within a regulated environment and have an aptitude for investigating, analysing, problem-solving and dispute resolution.

• You will be able to self manage a varied and complex caseload, identifying best contact mechanisms for customers and prioritising cases where appropriate to be highly productive and efficient, and to maintain the required level of performance against our KPI minimum standards.

• You will champion using our AI tools and technology to bring a first class service to our customers.

• You will work well under pressure and be adaptable, being able to turn your hand to other areas of operational need, as the business may require.

• You will ensure that you follow our complaint handling standards, have good record keeping skills and ensure that all decisions made are backed up with demonstrable evidence and rationale.

• You will work closely with the Complaints Team, to resolve complaints about our loans, cards and auto-finance products, as well as be responsible for feeding back to both frontline and product teams on product and process improvements across the Operations Team and wider Lendable business.

• You will be responsible for communicating with the complainant, either in writing or by phone and will enjoy finding solutions to issues raised, managing customer expectations and handling difficult situations with tact and professionalism.

• You will have a good knowledge and understanding of FCA regulation as well as DISP complaint handling rules and guidance.

• You will also ensure that you maintain up to date knowledge of Lendable's products through effective use and review of policies, procedures and business tools made available to you.

• You will have strong letter writing skills, being able to create professional final response letters which break down complex issues into comprehensible information for consumers to understand.

• You will also have a sound moral compass, speaking up where necessary to ensure that good customer outcomes are always at the heart of what we do, striving to resolve complaints without the need for the customer to refer to the Financial Ombudsman Service, and ensuring you are applying any learnings from both internal and FOS complaints to future complaint cases.

• A quick phone call with one of the team

• An exercise to demonstrate your ability to resolve complaints

• An assessment to evidence your knowledge of FCA regulations and DISP complaint handling rules/guidance.

• Onsite Interview

• Discuss the exercises you have completed

• Meet the team you'll work with daily