Complaints Officer (FOS)

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. Lendable is on a mission to build the world's best technology to help people get credit and save money.

Responsibilities

Self-manage a varied and complex caseload, prioritising cases to maintain KPI minimum standards; Champion the use of AI tools and technology to deliver a first-class service to customers; Follow complaint handling standards and ensure decisions are backed by demonstrable evidence and rationale; Work closely with the Complaints Team to resolve complaints about loans, cards and auto-finance products; Feed back to frontline and product teams on product and process improvements; Communicate with complainants in writing or by phone and manage customer expectations; Maintain up-to-date knowledge of Lendable's products, policies, procedures and business tools; Write professional final response letters that explain complex issues clearly; Strive to resolve complaints without the need for referral to the Financial Ombudsman Service; Apply learnings from internal and FOS complaints to future cases; Be adaptable and support other areas of operational need as required

Requirements

Experience of resolving complaints or customer disputes within a regulated environment; Experience of handling complex complaints (preferably motor or secured product related) or working in the automotive finance sector; Problem solving and decision making skills; The ability to assess and critique evidence to reach a fair and comprehensive decision; Ability to shift focus and re-prioritise workloads based on business and customer needs; Great phone and written communication skills, being clear and concise; Ability to build rapport and manage multiple third parties, including managing customer expectations; Aptitude for investigating, analysing, problem-solving and dispute resolution; Ability to self-manage a varied and complex caseload; Good record keeping skills; Good knowledge and understanding of FCA regulation and DISP complaint handling rules and guidance; Strong letter writing skills

Nice to 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; Strong experience working with the Financial Ombudsman Service (FOS)

Benefits

Winning team and opportunity to scale up a fintech company; Flexible working tailored to each role; Socials and connection events; Health coverage including private health cover; Retirement and savings plans; Employee referral programme with competitive bonus; Office meals and snacks; Cycle-to-work and electric vehicle salary sacrifice schemes in select locations