Job Overview
Location
London
Job Type
Full-time
Category
Human Resources
Date Posted
May 21, 2026
Full Job Description
📋 Description
- • Lead the strategic direction and operational execution of Lendable’s complaints function across multiple product lines including loans, credit cards, and car finance.
- • Set clear team objectives that ensure consistent quality, regulatory compliance, and exceptional customer outcomes across all service channels.
- • Build, coach, and develop high-performing teams, fostering a culture where promotion is based solely on ability and ambition, not tenure.
- • Serve as the primary point of contact with the Financial Ombudsman Service (FOS) and ensure all reporting to the FOS and FCA strictly adheres to DISP requirements.
- • Drive root cause analysis and remediation initiatives stemming from customer complaints to identify systemic failures and implement lasting business improvements.
- • Leverage in-house technology, machine learning, and AI to automate manual processes, accelerate complaint resolution times, and enhance operational efficiency.
- • Interpret performance data and reporting metrics to surface actionable insights, reduce costs, and improve service delivery without compromising compliance.
- • Redesign and re-engineer complaints procedures to scale with rapid product growth and increasing customer demand while maintaining full FCA regulatory adherence.
- • Proactively identify, monitor, and mitigate conduct risk to prevent customer detriment and uphold Lendable’s reputation for fair treatment.
- • Maintain 100% accuracy in complaints data reporting to regulators and white-label partners, ensuring full accountability and audit readiness.
- • Champion the complaints function in key cross-functional meetings, including the Risk Committee, to influence strategic decisions and embed learning across departments.
- • Partner strategically with teams across product, engineering, fraud, and customer experience to turn complaint insights into product enhancements and process innovations.
- • Ensure all complaints processes remain scalable, customer-centric, and aligned with Lendable’s mission to make consumer finance faster, cheaper, and friendlier.
- • Take full ownership of complaints-related governance, including policy updates, control frameworks, and risk mitigation plans.
- • Act as a self-starter who dives deep into team workflows to understand operational realities and drive improvement from the ground up.
- • Balance rigorous regulatory obligations with the agile, technology-driven pace of a high-growth fintech unicorn.
- • Communicate complex regulatory and operational issues clearly and persuasively to both technical and non-technical stakeholders.
🎯 Requirements
- • Significant experience leading teams within the financial services sector.
- • Deep, 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.
🏖️ Benefits
- • Flexible working: hybrid roles require three days in-office weekly; fully remote roles include regular in-person socials and off-sites.
- • Health coverage: private health cover for physical and mental wellbeing.
- • Retirement & savings: participation in long-term retirement savings plans.
- • Employee referral programme: competitive bonus for referring successful new hires.
- • Office meals & snacks: fully stocked kitchen and complimentary lunches on in-office days at select locations.
- • Sustainable commuting: access to cycle-to-work and electric vehicle salary sacrifice schemes in select locations.
Skills & Technologies
About Lendable Ltd
Lendable is a UK-based fintech that operates an online consumer-lending platform using open-banking data and machine-learning underwriting to offer unsecured personal loans and car finance. Founded in 2014 and headquartered in London, it funds loans through an institutional peer-to-peer model, matching investors with borrowers seeking fast, fixed-rate credit. The company automates identity, affordability and risk assessment, providing near-instant decisions and same-day payouts while giving investors access to diversified consumer credit returns. Regulated by the Financial Conduct Authority, Lendable has originated more than £2 billion in loans without maintaining physical branches, focusing on transparent pricing and mobile-first customer experience.
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