Head of Complaints

# Head of Complaints* London* Full Time (Permanent)* Hybrid* ComplaintsApply for this role## About the role**Role Overview**As the Head of Complaints, you will hold a pivotal leadership position reporting to the Director of Complaints, Fraud and Financial Crime. You will be at the heart of our mission to make consumer finance faster, cheaper, and friendlier. By championing the benefits of learning from complaint outcomes across the business, you will lead the strategic direction of our complaints department across multiple product lines.This is more than a management role; it is a mandate to build a high-performance environment that balances rigorous FCA regulatory compliance with the innovative, technology-driven agility of a leading fintech unicorn. You will be responsible for resolving complex issues, identifying systemic root causes, and fostering a culture of continuous learning and improvement to deliver exceptional customer outcomes.**Key Responsibilities**### **Strategic Leadership & Team Development*** Set the strategic direction and objectives for the team, ensuring quality is maintained across all service lines.* Identify and develop future leaders through coaching and support, ensuring promotion is limited only by ability and ambition.* Oversee a high-performance team with a relentless focus on productivity, efficiency, and consistency.* Build and manage strategic partnerships across the business and champion the function at key meetings, including the **Risk Committee.**### **Operational Excellence & Innovation*** Continually review and optimise complaints processes to ensure they remain scalable and offer the best possible customer journey.* Lead all aspects of Root Cause and Remediation activity resulting from complaints to identify systemic failures and drive long-term business improvements.* Confidently interpret performance data and reporting to highlight areas for change and realise cost efficiencies.* Leverage in-house technology, machine learning, and AI to automate heavy lifting and enhance resolution speed.### **Governance, Risk & Compliance*** Act as the primary relationship holder with the **Financial Ombudsman Service (FOS)** and ensure all reporting to the FOS or the FCA meets DISP requirements.* Continuously redesign and re-engineer procedures to adapt to product growth and customer demand, ensuring full adherence to **FCA regulations**.* Proactively identify, monitor, and control conduct risk to prevent customer detriment.* Take full responsibility for complaints data accuracy and reporting to the regulator and white-label partners.* Ensure any identified risks are mitigated, actions are owned and delivered to plan, and drive accountability to promote a well-controlled function.**Required Qualifications*** Significant experience leading teams within the financial services sector.* Deep, practical knowledge of **FCA regulatory requirements** and DISP rules.* Proven ability to manage and influence key influencers and decision-makers.* Strong communication skills, both written and verbal.* A track record of prioritising and delivering in a fast-moving, high-growth environment.* A self-starter who is willing to dive into the details of the team’s work.**Preferred Qualifications*** Experience working in the motor industry or handling automotive finance complaints is highly desirable.* Previous experience in a “unicorn” or rapidly scaling fintech environment.* Fluency in modern digital tools and an interest in AI-driven operational solutions.Apply for this role## About LendableLendable is on a mission to **build** the **world’s best technology** to **help people get credit** and **save money**.* **Founded** in 2014* **Profitable** since 2017* **Unicorn** in 2021* **£3.5bn valuation** in 2022* Backed by **Balderton, Goldman Sachs** and **Ontario Teachers’ Pension Plan*** **Loved** by customers & employees with top reviews on Glassdoor and TrustpilotSo far, we’ve rebuilt the big three consumer finance products from scratch: **loans, credit cards and car finance.** We get money into our customers’ hands in minutes instead of days. We’re growing fast, and there’s a lot more to do. We’re going after the two biggest Western markets **(UK and US)** where trillions are held by big banks with dated systems and painful processes.## Life at Lendable* The opportunity to scale up one of the **world’s most successful** fintech companies* **Best-in-class** compensation, including equity* You can work from home **every Monday and Friday** if you wish – on the other days we all come together IRL to be together, build and exchange ideas* **Our in-house chefs** prepare fresh, healthy lunches in the office every Tuesday-Thursday* We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to **private health insurance*** We’re an **equal opportunity employer** and are keen to make Lendable the most inclusive and open workspace in LondonCheck out our **Glassdoor Reviews**Apply for this role#J-18808-Ljbffr…