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About the Role

As the Head of Complaints, you will lead the strategic direction of the complaints department across multiple product lines, championing the benefits of learning from complaint outcomes. This role balances rigorous FCA regulatory compliance with the innovative, technology-driven agility of a leading fintech unicorn, focusing on resolving complex issues, identifying systemic root causes, and fostering a culture of continuous learning and improvement to deliver exceptional customer outcomes.

Responsibilities

Set the strategic direction and objectives for the Complaints Department, ensuring quality across all service lines.
Identify and develop future leaders through coaching and support.
Oversee a high-performance team with a 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.
Continuously review and optimise complaints processes for scalability and customer journey.
Lead Root Cause and Remediation activity to identify systemic failures and drive business improvements.
Interpret performance data and reporting to highlight areas for change and realise cost efficiencies.
Leverage in-house technology, machine learning, and AI to automate processes and enhance resolution speed.
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 identified risks are mitigated, actions are owned and delivered to plan, and drive accountability for a well-controlled function.

Requirements

Significant experience leading teams within the financial services sector.
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.

Skills

Leadership
Team Development
Stakeholder Management
Process Redesign
Root Cause Analysis (RCA)
Data Analysis
Technology Integration
Regulatory Liaison
Policy Development
Conduct Risk Management
Reporting
Risk Mitigation

Location

Remote
Hybrid

Work Type

Hybrid
Remote
Full-time

Experience Level

Extensive Leadership Experience
Senior

Benefits

Flexible working
Private health cover
Retirement savings plans
Employee referral programme
Complimentary lunches on in-office days
Cycle-to-work schemes
Electric vehicle salary sacrifice schemes

About the Company

Lendable is building one of the world’s leading fintech companies with the mission to build the world's best technology to help people get credit and save money.
One of the UK’s newest unicorns with a team of just over 700 people.
Among the fastest-growing tech companies in the UK.
Profitable since 2017.
Backed by top investors including Balderton Capital and Goldman Sachs.
Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot).
Has rebuilt the Big Three consumer finance products: loans, credit cards and car finance.
Expanding into the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.