Complaints Team Leader at Lendtable

England, United Kingdom

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Consumer FinanceIndustries

Requirements

Proven experience in fast-paced, evolving financial services environments, embracing ambiguity, managing multiple priorities, and guiding teams through significant change
Experience directly managing, supporting, and developing a team of Complaints Officers to achieve individual and group KPIs and high standards in line with FCA regulations
Ability to champion the use of AI models and data analytics to allocate workloads, identify efficiency opportunities, and deliver actionable insights
Skills in regularly reviewing management information and team outputs, using data to monitor trends, proactively identify issues, and drive continuous improvement
Capability to foster a culture of innovation, collaboration, and professional development, coaching teams to leverage technology and new data sources
Ability to build strong relationships across Operations and Product to translate team feedback into meaningful business change
Experience ensuring robust quality assurance practices, maintaining consistency in decision-making and process adherence
Proficiency in taking the lead on escalated or high-risk complaints, demonstrating exceptional standards of professionalism, communication, and judgement

Responsibilities

Directly manage, support, and develop a team of Complaints Officers, ensuring they achieve individual and group KPIs and high standards in line with FCA regulations
Champion the use of AI models and data analytics within the team to allocate workloads, identify efficiency opportunities, and deliver actionable insights
Regularly review management information and team outputs, using data to monitor trends, proactively identify possible issues, and fuel continuous improvement in customer outcomes and operational processes
Foster a culture of innovation, collaboration, and professional development, coaching the team to leverage technology and new data sources to enhance impact
Build strong relationships across Operations and Product, ensuring feedback from the team translates into meaningful business change
Ensure robust quality assurance practices are embedded, maintaining consistency in decision-making and adherence to applicable processes
Take the lead in responding to escalated or high-risk complaints, modelling exceptional standards of professionalism, communication, and judgement
Resolve complex customer complaints, deliver outstanding customer outcomes, and drive process improvements while championing a data-driven culture

Skills

Key technologies and capabilities for this role

Team LeadershipComplaints ManagementCustomer ServiceProcess ImprovementData-Driven Decision MakingFCA RegulationsInvestigation SkillsPeople Management

Questions & Answers

Common questions about this position

Is this role remote or hybrid?

The position is hybrid.

What is the salary or compensation for this role?

This information is not specified in the job description.

What skills and experience are required for the Complaints Team Leader role?

The role requires proven experience in fast-paced, evolving financial services environments, the ability to embrace ambiguity and manage multiple priorities, and skills in directly managing, supporting, and developing a team of Complaints Officers to achieve KPIs in line with FCA regulations.

What is the company culture like at Lendable?

Lendable fosters a culture of working in small teams of exceptional, relentlessly resourceful people who take ownership, make impactful decisions from day one, champion a data-driven approach, and use feedback from complaints to continuously improve services.

What makes a strong candidate for this Complaints Team Leader position?

A strong candidate is dynamic and adaptable with proven leadership experience in financial services, capable of building high-performing teams that resolve complex complaints, meet FCA standards, and drive data-driven process improvements.

Lendtable

Provides credit lines for retirement contributions

About Lendtable

Lendtable helps employees increase their long-term wealth by providing lines of credit for retirement and employee stock purchase plans (ESPP). This service allows employees to contribute to their 401(k) plans or ESPPs without reducing their take-home pay, enabling them to take full advantage of employer matching contributions. The application process is straightforward, and Lendtable earns revenue through fees on the credit extended. The company's goal is to maximize retirement savings for employees of large corporations while keeping their monthly budgets intact.

San Francisco, CaliforniaHeadquarters

2020Year Founded

$22.5MTotal Funding

SERIES_ACompany Stage

Fintech, Financial ServicesIndustries

11-50Employees

Risks

Rising interest rates may increase Lendtable's cost of capital.

Increased competition from fintech startups could erode Lendtable's market share.

Regulatory scrutiny on retirement-focused financial products could impact Lendtable.

Differentiation

Lendtable offers unique credit lines for 401(k) and ESPP contributions.

The company targets employees of Fortune 500 companies for its services.

Lendtable's model allows wealth-building without reducing take-home pay.

Upsides

Increased employer interest in financial wellness boosts demand for Lendtable's services.

SECURE 2.0 Act encourages higher retirement savings, benefiting Lendtable.

Growing ESPP offerings align with Lendtable's focus on stock purchase plans.

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