About the role
As we continue to grow, we are seeking a dynamic and adaptable Complaints Team Leader to manage and develop a team of exceptional Complaints Officers. In this pivotal role, you’ll lead from the front, building a high-performing, engaged team that resolves complex customer complaints, delivers outstanding customer outcomes, and drives process improvements, all while championing a data-driven culture.
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:
Directly manage, support and develop a team of Complaints Officers, ensuring they achieve individual and group KPIs and high standards in line with FCA regulations.
Bring proven experience in fast-paced, evolving financial services environments embracing ambiguity, managing multiple priorities, and guiding your team through periods of significant change.
Champion the use of AI models and data analytics within the team, using these tools to allocate workloads, identify efficiency opportunities, and deliver actionable insights.
Regularly review management information and team outputs, using data to monitor trends, proactively identify possible issues, and fuel continuous improvement both in customer outcomes and operational processes.
Foster a culture of innovation, collaboration and professional development, coaching your team to leverage technology and new data sources to enhance their impact.
Build strong relationships across Operations and Product, ensuring feedback from your team translates into meaningful business change.
Ensure robust quality assurance practices are embedded, ensuring that your team maintains consistency in decision making and are following applicable processes.
Take the lead in responding to escalated or high-risk complaints, modelling exceptional standards of professionalism, communication and judgement.
Keep up to date with industry regulation (particularly FCA and DISP) and best practice, ensuring your team operates with integrity and good consumer outcomes always at the forefront.
We are looking for someone who:
Has experience in successfully managing or leading teams in a fast-paced, change-heavy environment (ideally regulated financial services or fintech).
Demonstrates hands-on experience using AI models/data analytics to transform operational processes or drive performance improvements.
Has a track record of developing and motivating high-performing teams to exceed targets and deliver first-class, customer-centric outcomes.
Is comfortable challenging the status quo, driving positive change and influencing multiple stakeholders.
Communicates with clarity, empathy and confidence capable of translating complex technical and regulatory concepts for customers and colleagues alike.
Has a keen eye for process improvement, with a balanced approach to risk and compliance.
Possesses strong knowledge of FCA regulations and DISP complaint handling standards.
