Complaints Officer

As we grow, we’re looking for a Complaints Officer to investigate and resolve our more complex customer interactions. You will build relationships with customers and other departments, understand frustration points, and make fair, objective decisions.

• Investigate and resolve complex complaints within a regulated environment, adhering to FCA regulation and DISP guidelines.
• Self‑manage a varied and complex caseload, prioritising cases to meet KPI standards and maintain high productivity.
• Communicate with complainants through writing or phone, delivering solutions and managing expectations.
• Maintain accurate record‑keeping and ensure all decisions are backed by evidence and clear rationale.
• Write professional final response letters that translate complex issues into clear, consumer‑friendly information.
• Collaborate with the Complaints Team and with frontline and product teams to provide product and process improvement feedback.
• Keep up‑to‑date knowledge of Lendable’s products through policies, procedures, and available tools.
• Work well under pressure, adapt to operational needs, and focus on achieving positive outcomes without resorting to the Financial Ombudsman Service where possible.
• Maintain a strong moral compass, speaking up when needed to safeguard good customer outcomes.

• Experience resolving complaints or customer disputes in a regulated environment.
• Knowledge of FCA regulation, DISP complaint handling rules and guidance.
• Strong analytical, problem‑solving and dispute resolution skills.
• Excellent written communication and letter‑writing skills.
• Ability to work independently and adapt to changing priorities.
• Good record‑keeping skills and attention to detail.
• A drive to deliver fair outcomes and continuous improvement.

• Flexible working: hybrid roles require three days in‑office weekly; fully remote roles include regular opportunities for in‑person connection through socials and off‑sites.
• Health coverage: private health cover for physical and mental wellbeing.
• Retirement & savings: long‑term financial wellbeing through retirement savings plans.
• Employee referral programme: earn a competitive bonus when you refer successful new team members.
• Office meals & snacks: fully stocked kitchen, complimentary lunches on in‑office days at select locations.
• Sustainable commuting: cycle‑to‑work and electric vehicle salary sacrifice schemes available at select locations.