Complaints Officer, Motor Finance

Lendable

Complaints Officer handling customer complaints related to motor finance at Lendable. Collaborating with multiple departments to ensure customer satisfaction and effective resolutions.

Posted 6/4/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

As an excellent communicator, you will quickly build relationships with customers and other departments across Lendable to understand customer friction points and come to fair and objective decisions.
You will be able to self manage a varied and complex caseload, identifying best contact mechanisms for customers and prioritising cases where appropriate to be highly productive and efficient, and to maintain the required level of performance against our KPI minimum standards.
You will champion using our AI tools and technology to bring a first class service to our customers.
You will work closely with the Complaints Team, to resolve complaints about our loans, cards and auto-finance products, as well as be responsible for feeding back to both frontline and product teams on product and process improvements across the Operations Team and wider Lendable business.
You will ensure that you follow our complaint handling standards, have good record keeping skills and ensure that all decisions made are backed up with demonstrable evidence and rationale.
You will be responsible for communicating with the complainant, either in writing or by phone and will enjoy finding solutions to issues raised, managing customer expectations and handling difficult situations with tact and professionalism.

Requirements

What you’ll need

Experience of either handling complex complaints (preferably motor or secured product related)
Problem solving and decision making skills - putting the customer at the heart of everything you do
The ability to assess and critique evidence coming to a fair and comprehensive decision
Be able to shift focus and re-prioritise workloads based on business and customer needs
Great phone and written communication skills, being clear and concise to promote customer understanding.
The ability to build rapport and manage multiple third parties including ensuring that customer expectations are managed.
Experience of working in a regulated motor finance environment
An understanding of the Consumer Rights Act 2015
An understanding of Motor related policies and industry standards
The ability to comprehend complex Satisfactory Quality-related complaints.

Benefits

Comp & perks

Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites
Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls
Health coverage: support for your physical and mental wellbeing, including private health cover
Retirement & savings: long-term financial wellbeing through retirement savings plans
Employee referral programme: earn a competitive bonus when you refer successful new team members
Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations
Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

complaint handlingproblem solvingdecision makingrecord keepingevidence assessment

Soft Skills

communicationrelationship buildingself managementprioritizationtactprofessionalism