Complaints Team Leader, Lendable
+ Equity
More information about location
2-3 days a week in office (Shoreditch, London)
Profitable Fintech Unicorn - Lending Platform
Job no longer available
Profitable Fintech Unicorn - Lending Platform
501-1000 employees
Job no longer available
+ Equity
More information about location
2-3 days a week in office (Shoreditch, London)
501-1000 employees
Company mission
To make consumer finance amazing: faster, cheaper and friendlier.
Role
Who you are
- 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
What the job involves
- Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1
- Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
- Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting
- 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
- 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
Salary benchmarks
Our take
Lendable competes with banks, other lenders, and consumer finance companies to make finance and credit easier to access for all consumers. Streamlining the loan application process, the company cuts personalised rates and fund transfers from days to minutes.
Lendable believes it can win in this crowded field due to its market-best customer service and strong financials. Part of its success is due to its funding coming from institutional investors. Lendable originates and services its loans on behalf of institutional investors, but doesn't hold them on its own balance sheet.
Growing insolvencies will worry all lending platforms, but Lendable looks well-placed to weather any credit storm given its substantial debt financing. With fresh funding, this profitable fintech unicorn is poised to make credit access easier for consumers. And with the launch of two new products in the US, Lendable is certainly in a good position for more growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Mar 2022
$282.3m
GROWTH EQUITY VC
Sep 2017
$6.5m
SERIES A
Total funding: $292.2m
Company benefits
- 💸 Best-in-class compensation, including equity
- 🏥 Comprehensive private health insurance (including dental, optometry and general wellbeing)
- 🎊 Multiple opportunities to socialise with your team and the wider company
- 💻 Equipment provided for you to do your best work!
- 🏠 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 (hybrid)
- 🍲 Our in-house chefs prepare fresh, healthy lunches in the office every Tuesday-Thursday
- 🚗 EV car scheme (Octopus)
- 🚲 Cycle to work scheme
- 🧮 Pension
- 🌴 25 days of annual leave - excluding bank holidays
- 🏋️♀️ 50% off gym memberships at Virgin Active and Nuffield (via Vitality health insurance)
Company HQ
London, UK
Articles
Leadership
Martin Kissinger
(Co-Founder & CEO)Studied Economics as an undergraduate at LSE before doing an MPhil at Oxford University. Worked as an Entrepreneur in Residence at Rocket in Berlin.
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