As our Motor Finance business grows, we’re looking for a dynamic, adaptable Complaints Team Leader to manage and develop a team of Complaints Officers who handle motor finance complaints, with a particular focus on Satisfactory Quality (SQ). You’ll lead from the front and build an engaged, high-performing team. That team will resolve complex vehicle complaints fairly, deliver good customer outcomes and drive process improvement, and you’ll champion a data-driven culture throughout.
Your Team’s Objectives
Lendable aims to resolve every complaint promptly, with a diligent and fair investigation for each customer. In Motor Finance, that means getting to the right answer when a customer tells us their vehicle isn’t of satisfactory quality, isn’t as described or isn’t fit for purpose.
Feedback is central to how we evolve as a business and keep meeting our customers’ expectations. The team is encouraged to speak up, take each complaint on its own merits and share insights that help the business improve and grow.
Handling complaints well has never mattered more, for our customers and for us, as we grow our products in the UK, including Motor Finance.
How you’ll impact those objectives
Directly manage, support and develop a team of Complaints Officers handling motor finance complaints, making sure they meet individual and team KPIs to high standards in line with FCA regulations.
Act as the team’s subject matter expert on Satisfactory Quality complaints under the Consumer Rights Act 2015. This covers the short-term right to reject, repair or replacement, price reduction and the final right to reject, applied correctly to Hire Purchase agreements.
Bring proven experience of fast-paced, evolving financial services environments: embracing ambiguity, managing multiple priorities and guiding your team through significant change.
Champion the use of AI models and data analytics within the team to allocate workloads, find efficiency opportunities and produce actionable insights.
Regularly review management information and team outputs, using data to monitor trends, flag issues early and drive continuous improvement in customer outcomes and operational processes.
Foster a culture of innovation, collaboration and professional development, coaching your team to use technology and new data sources to increase their impact.
Build strong relationships across Operations and Product so that feedback from your team turns into meaningful business change.
Embed robust quality assurance so your team makes consistent decisions and follows the right processes.
Take the lead on escalated or high-risk complaints, setting the standard for professionalism, communication and judgement.
Stay up to date with industry regulation (particularly FCA and DISP) and best practice, so your team operates with integrity and puts good customer outcomes first.
We’re looking for someone who:
Has successfully managed or led teams in a fast-paced, change-heavy environment, ideally in motor finance or wider regulated financial services.
Has hands-on experience of Satisfactory Quality complaints in motor finance, with a strong working knowledge of the Consumer Rights Act 2015 as it applies to Hire Purchase agreements.
Has used AI models or data analytics to transform operational processes or improve performance.
Has a track record of developing and motivating high-performing teams that 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, and can explain complex technical and regulatory concepts to customers and colleagues.
Has a keen eye for process improvement and a balanced approach to risk and compliance.
Has strong knowledge of FCA regulations and DISP complaint-handling standards.
If you’re passionate about people, technology and data-led change in a high-growth business, and you have experience handling motor finance SQ complaints, we encourage you to apply.
