Complaints Specialist, YouLend
Offers bonus or share option appreciation, stock options
Embedded merchant financing
Posted today
Embedded merchant financing
201-500 employees
Posted today
Offers bonus or share option appreciation, stock options
201-500 employees
Company mission
To enable future financial services to embed their operations within customer-oriented product suites.
Role
Who you are
- Proven experience in complaints handling within financial services, lending, FinTech, or another regulated environment
- Strong knowledge of:
- Regulated and unregulated complaint procedures
- DSARs and GDPR
- FOS processes
- DPO principles
- Exceptional written communication and the ability to explain complex decisions clearly and empathetically
- Experience with CRM or case-management tools (HubSpot is a plus)
- Direct experience managing Trustpilot responses and performance, using insights to improve score and sentiment
- Ability to manage sensitive cases with discretion and a strong customer-first mindset
- A proactive, solutions-driven approach, able to work independently and collaborate effectively across teams
What the job involves
- We are seeking a highly organised and proactive Complaints Specialist to join our growing Customer Service Team. We are looking for someone who will uphold exceptional customer outcomes by managing all complaints - regulated and unregulated - while ensuring compliance with strong governance standards
- This strategic, detail-focused role safeguards YouLend’s reputation, drives process improvement, and ensures fair merchant outcomes
- You will strengthen customer trust, support regulatory reporting, and enhance the frameworks that underpin YouLend’s continued global expansion
- Own end-to-end management of regulated and unregulated complaints, ensuring timely, compliant, and fair resolutions
- Lead investigations and responses for:
- DSARs
- FOS complaints (where applicable)
- DPO-related escalations and data protection issues
- Maintain accurate complaints logs aligned with FCA, GDPR, and internal governance standards
- Work cross-functionally with Legal, Underwriting, Risk, Sales, and Customer Service to resolve cases and prevent recurrence
- Identify root causes and deliver insights that drive product, policy, and process improvements
- Manage and improve Trustpilot performance, including responses, trend analysis, and customer sentiment initiatives
- Produce internal reporting on complaint trends, risks, and outcomes for senior leadership
- Ensure complaint-handling processes remain compliant, efficient, and reflective of YouLend’s values
- Act as subject matter expert on complaints handling, customer outcomes, and related data protection areas
Salary benchmarks
Our take
Securing funding can be complicated, arduous and often inaccessible to many companies. YouLend solves this problem by giving eCommerce platforms and tech companies better access to fast and flexible funding.
YouLend has benefited from the boom in the financial services industry, but this also means the company has had to compete with a number of other embedded finance startups, such as Weavr. Despite this, YouLend's focus on online merchants has allowed it to remain competitive in its offering. What's more, the company's revenue-based repayments system differentiates its solution from more established loan options.
YouLend's flexibility and the speed with which merchants can obtain funding has allowed it to gain a foothold in the growing embedded finance market. However, it will need to focus on growing its customer base even further if it wants to scale in this competitive space.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Stock Options
- Private Medical insurance via Vitality
- EAP with Health Assured
- Enhanced Maternity and Paternity Leave
- Modern and sophisticated office space in Central London
- Free Gym in office building in Holborn
- Subsidised Lunch via Feedr
- Deliveroo Allowance if working late in office
- Monthly in office Masseuse
- Team and Company Socials
- Football Power League / Squash Club
Company HQ
Holborn, London, UK
Articles
Leadership
Mikkel Sølvsten Velin
(Co-CEO)Started out as a Junior Associate at Bech-Bruun, and was an External Lecturer at the University of Copenhagen. Was a Partner at Rogge Global Partners (now Allianz Global Investors).
Diversity, Equity & Inclusion at YouLend
Joanne Savage (Talent Acquisition Manager)
- At YouLend we’re providing a technology first approach to finance. Our product helps smaller businesses that are the backbone of the economy, and our teams are at the core of delivering our product. We strive to create an equitable culture and we believe our teams are strongest when they are diverse and inclusive.
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