Head of Complaints

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 >150 people

• Among the top 10 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 (4.9/5 across 10,000s of reviews)

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 these are held by big banks with dated systems and painful processes.

Join us if you want to

• Work in small teams of exceptional people trusted to take ownership and make decisions quickly

• Be 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

This is an exciting and challenging role and a fantastic opportunity for someone who is genuinely passionate about delivering good outcomes for our customers. This includes not only resolving issues but also identifying the underlying causes of complaints to help drive long-term improvements. Coaching, developing and supporting the team are all key aspects of the role, as is championing the function at key meetings, including the Risk Committee.

How you’ll impact those objectives

Training Design and Delivery

• Lead all aspects of Complaints Resolution across multiple products and service lines. Lead the department of the complaints team, setting direction, and objectives and ensuring quality is maintained.

• Foster a culture of staff development and continuous learning whereby our future leaders are identified, given development opportunities and promoted limited only by their abilities and ambition.

Effectiveness monitoring

• Identify business improvement opportunities to realise cost efficiencies and/or improve the customer journey.

• Lead all aspects of Root Cause and Remediation activity resulting from Complaints. Deliver business improvement through RCA as well as feedback on all aspects of systemic failure in line with DISP requirements.

• Setting strategic direction and leading business delivery enhancements.

Governance and oversight

• Hold the firm’s relationship with the FOS, including the liaison of key regulatory aspects of complaints management and reporting.

• Identify and control conduct risk.

• Define and own relevant policies and procedures for Complaints.

What do you need to succeed in this role:

• Significant experience in leading teams in the financial services sector
  

• A background in complaints management

• Knowledge of FCA regulatory requirements in the context of complaints management

• Proven ability to manage/influence key influencers and decision-makers

• Strong communication skills both written and verbal

• Proven ability to manage others, excellent time management and organisational skills

• Self-starter with a hands-on approach

• Ability to prioritise in a fast-moving environment

The interview process:

We’re not a corporate so we try our best to get things moving as quickly as possible. For this role we’d expect:

• A quick phone call with one of the team

• A short exercise to complete in your own time

• Onsite Interview

  • Discuss the exercise you completed

  • Meet the team you’ll work with daily

  • Meet the exec team

Life at Lendable (also 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 organise an annual trip with the whole company, to celebrate our milestones and reflect on our achievements.

• We're an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace in London