Our mission is to make second‑hand the first choice, and we’re looking for people who want to help us get there. Every day, we work together to help our members buy and sell pre‑loved clothing and lifestyle items, giving each piece a second life – or even a third.
The Vinted Group is made up of three business units that support this mission:
Vinted Marketplace is Europe’s leading platform for second‑hand fashion and a go‑to destination for all kinds of pre‑loved items, with a growing range of categories. Our platform connects millions of members across 20+ markets, helping great items find a new life.
Vinted Go enhances the shipping experience with a vast network of over 500,000 pick‑up and drop‑off points, partnering with more than 60 carriers across Europe, with added services like item verification for peace of mind on high‑value pieces.
Vinted Pay is the newest part of the Vinted Group, dedicated to bringing secure, reliable payments to buyers and sellers across Europe. Seamlessly integrated into the Vinted app, it helps keep every transaction safe, efficient, and easy for our members.
Founded in 2008 in Lithuania, Vinted began as a way for friends to find new homes for clothes they no longer needed. In 2019, we became Lithuania’s first unicorn! Today, our headquarters remain in Vilnius, and we’ve grown with offices across Europe, supported by a team of over 2,000 people. Our backers include Accel, EQT Growth, Insight Partners, Lightspeed Venture Partners, Sprints, and TPG.
Information about the position
We are building a Payments organisation that moves billions of funds for second‑hand items across our markets, and we need a Complaints Manager for Vinted Pay UK.
In this role, you will be responsible for the policy, process and regulatory oversight of handling complaints for members of Vinted Pay UK. You will define the complaints policy, manage complaints with the UK FOS (Financial Ombudsman), provide second line support to the Member Support team, own day‑to‑day Consumer Duty actions and drive a customer‑centric efficient process within a regulated framework.
You will work closely with Vinted Pay UK leadership and the Member Support leadership to deliver and drive efficient complaint handling. You will identify opportunities and improvements in the products and processes and ensure quality services and controls. You will provide governance and Board and regulatory reporting on the complaints received with Vinted Pay UK whilst ensuring learnings from complaints drive improved user experiences. You will report to the MD of Vinted Pay UK and work closely with the Payments Member Support Leadership team and broader Payments Leadership team to deliver excellent service and oversight.
In this position, you’ll
- Co‑own the Vinted Pay UK complaints policy, process and regulatory strategy, aligned to Consumer Duty, reporting to the MD of Vinted Pay UK.
- Regularly review and improve the complaints policy that aligns to UK law and Consumer Duty.
- Analyse complaints and identify member trends for product and service improvements.
- Act as second line to Member Support for all UK escalations and complaints and support process improvements to ensure an efficient and effective service offering to members.
- Be the direct contact for the UK FOS (Financial Ombudsman) in the handling and reporting of complaints.
- Contribute to Vinted Pay UK’s oversight and governance framework and broader Vinted Pay complaints management.
- Work closely with the Business Operations, Finance, Legal and Compliance, Member Support Engineering, Product and Data teams to ensure implementation and understanding for the Consumer Duty legislation.
About you
- 5+ years of experience in a customer‑service related role which includes complaint handling within the FinTech, payments, banks and e‑commerce industries.
- Proven track record of building, scaling and leading high‑performing complaints and service teams.
- Deep, operational understanding of the end‑to‑end payment processing landscape, including card schemes, acquiring, issuing, PSPs, consumer financial services, banks and regulatory compliance.
- Demonstrated ability to negotiate complex consumer and business complaints including with regulators such as the Financial Ombudsman.
- Exceptional analytical skills with a data‑driven approach to decision‑making.
- Excellent communication skills, both written and verbal, with the ability to interact effectively with stakeholders at all levels.
- The opportunity to benefit from our share‑options programme.
- 25 days of paid annual leave.
- Digital mental and emotional health support and Employee Assistant Program (EAP).
- Frequent team‑building events.
- Home office support: we provide IT workstation equipment and a personal budget of up to €540 for home‑workplace furniture.
- Access to a discounted gym membership plan.
- A personal monthly budget for shopping on Vinted.
- Group life and income protection insurance.
- The opportunity to spend up to 90 days per year – 21 of which can be spent working outside of the EU – on workation.
- Pension plan with the opportunity to choose your contribution percentage, and Vinted will match it up to a set limit.
Working at Vinted
Individual Learning Budget
We invest in your professional growth! As part of our commitment to continuous learning, we offer an annual learning budget to support your personal and career development through courses, certifications, workshops and more.
Hybrid Work
We’ve adopted a hybrid workplace model where 2 days in the office are recommended but not enforced. It’s up to you and your team to decide on the exact days you’ll spend working together in person.
The Vinted Group is committed to building an inclusive workplace where people from all walks of life feel a sense of belonging. We welcome applications from people of all backgrounds, identities and life experiences. At Vinted, all applicants are treated fairly without regard to their race, age, religion or belief, sex, national origin, citizenship, gender identity, sexual orientation, disability, or any other protected characteristic.
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