Complaints Administrator

As we grow, we’re looking for a Complaints and Data Rights Administrator to support our complaints team to log, assign, coordinate, administer and process our data rights requests and customer complaints. As an individual with a keen eye for detail and strong organisational skills you will manage a varied workload, prioritising tasks to support the wider Complaints Department.

Your team’s objectives

Lendable aims to resolve all complaints and data rights requests promptly, ensuring that they are investigated and actioned 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 and data rights requests 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

The ideal candidate will have prior experience in an administrative role, with strong knowledge of using spreadsheets , customer databases, and email (preferably Google based). They will have experience of working in a highly regulated or legal environment with an excellent eye for detail. You will be able to demonstrate good organisation, prioritisation and time management skills and be able to work under pressure with a high volume of data to regulatory deadlines following detailed procedures. You’ll work closely with the Complaints Team to support their work in resolving complaints about our loans, cards and auto-finance products ensuring that decisions are made with the individual customer in mind, understanding when to prioritise according to customer circumstances.

You will be responsible for general administration for the team, logging communications and data rights requests and complaints from customers and third parties from a variety of channels, verifying identities of data subjects to ensure requests are legitimate and comply with security protocols, issuing acknowledgements and other standard and regulatory communications, responding to customer enquiries and updating of customer internal records, processing data rights requests in compliance with data protection regulations and internal policies across all three UK products, Lendable, Zable and Autolend and ensuring these are completed within ICO timeframes, maintaining accurate records of all data rights and complaints activities and correspondence as well as any ad hoc administrative work across the wider Operations Department as may be required.