Complaints Team Leader – Motor Finance (Satisfactory Quality)

The role

You will manage and develop a team of Complaints Officers handling motor finance complaints. You will focus on Satisfactory Quality complaints and use data and AI to drive process improvements and customer outcomes.

What you will do

• Manage, support and develop a team of Complaints Officers
• Ensure team meets individual and team KPIs in line with FCA regulations
• Act as subject matter expert on Satisfactory Quality complaints under the Consumer Rights Act 2015
• Champion the use of AI models and data analytics to allocate workloads and find efficiencies
• Review management information and team outputs to monitor trends
• Foster a culture of innovation, collaboration and professional development
• Build relationships across Operations and Product to drive business change
• Embed robust quality assurance
• Take the lead on escalated or high-risk complaints
• Stay up to date with industry regulation including FCA and DISP

Required qualifications

• Successfully managed or led teams in a fast-paced, change-heavy environment
• Hands-on experience of Satisfactory Quality complaints in motor finance
• Strong working knowledge of the Consumer Rights Act 2015 as it applies to Hire Purchase agreements
• Used AI models or data analytics to transform operational processes or improve performance
• Track record of developing and motivating high-performing teams
• Comfortable challenging the status quo and influencing multiple stakeholders
• Communicates with clarity, empathy and confidence
• Keen eye for process improvement
• Strong knowledge of FCA regulations and DISP complaint-handling standards

Nice to have

• Experience in motor finance or wider regulated financial services

Benefits

• Flexible working
• Socials and connection opportunities
• Private health cover
• Retirement savings plans
• Employee referral programme
• Fully stocked kitchen
• Complimentary lunches on in-office days at select locations
• Cycle-to-work scheme in select locations
• Electric vehicle salary sacrifice schemes in select locations

About the company

Lendable is a fintech company building technology to help people get credit and save money. It is a UK unicorn with a team of over 800 people.