Complaints Team Leader
Lendable(2 months ago)
About this role
The Complaints Team Leader at Lendable is responsible for managing and developing a high-performing team of Complaints Officers to resolve complex customer complaints efficiently while adhering to FCA regulations. This role involves utilizing AI and data analytics for performance improvements, monitoring team outputs for trends, and fostering a culture of innovation and collaboration. The leader will also ensure quality assurance practices are in place and handle escalated complaints with professionalism, all while driving continuous improvement in customer outcomes and operational processes.
Required Skills
- Team Leadership
- Complaint Resolution
- Customer Service
- Process Improvement
- Data Analytics
- AI Models
- FCA Regulations
- Stakeholder Management
- Coaching
- Empathy
+5 more
Qualifications
- Experience in managing or leading teams in a fast-paced, change-heavy environment (ideally regulated financial services or fintech)
- Strong knowledge of FCA regulations and DISP complaint handling standards
About Lendable
www.lendable.co.ukLendable is a UK-based financial services company specializing in personal loans with personalized rates and a focus on speed and transparency. They offer instant decisions and same-day funds, allowing customers to see their rates before applying without impacting their credit scores. Lendable is authorized and regulated by the Financial Conduct Authority (FCA) and has garnered a reputation for their fast, friendly, and secure service, with over 80,000 reviews on Trustpilot. The company prioritizes responsible lending and customer support, available seven days a week.