Complaints Officer - Graduate
Remote · London, England, United Kingdom
Job Summary
Complaints Officer role at Lendable (Graduate) within the Operations Complaints team. You will investigate and resolve complex customer interactions across loans, cards and auto-finance, building relationships across departments to understand friction points and reach fair, objective decisions. Responsibilities include handling complaints promptly and diligently, following complaint-handling standards and DISP/DPA guidance, maintaining thorough documentation and evidence-backed rationale, communicating with complainants via written and phone correspondence, and contributing to product/process improvements through feedback to frontline and product teams. Requires experience in a regulated environment, the ability to manage a varied caseload, and strong written communication. Familiarity with FCA regulation, DISP rules, and a customer-centric approach to outcomes is essential. The role supports flexible and hybrid working, with onsite and remote options depending on location; opportunities to work across the UK markets (UK/US expansion context).
Required Qualifications
- Experience in resolving complaints or customer disputes within a regulated environment
- Aptitude for investigating, analysing, problem-solving and dispute resolution
- Ability to self-manage a varied and complex caseload
- Knowledge of FCA regulation and DISP complaint handling rules/guidance
- Strong letter writing and record-keeping skills
- Ability to communicate with complainants by writing or phone and manage expectations
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