Head of Complaints

Job description

About Lendable Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start: 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 ) So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance . We get money into our customers’ hands in minutes instead of days. We’re growing fast, and there’s a lot more to do: we’re going after 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. Join us if you want to 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 Role Overview As the Head of Complaints , you will hold a pivotal leadership position reporting to the Director of Complaints, Fraud and Financial Crime . You will be at the heart of our mission to make consumer finance faster, cheaper, and friendlier. By championing the benefits of learning from complaint outcomes across the business, you will lead the strategic direction of our complaints department across multiple product lines. This is more than a management role; it is a mandate to build a high-performance environment that balances rigorous FCA regulatory compliance with the innovative, technology-driven agility of a leading fintech unicorn. You will be responsible for resolving complex issues, identifying systemic root causes, and fostering a culture of continuous learning and improvement to deliver exceptional customer outcomes. Key Responsibilities Strategic Leadership & Team Development Lead the Complaints Department: Set the strategic direction and objectives for the team, ensuring quality is maintained across…