About this role
Suspense thrives on uncertainty, a calculated pause that draws in the observer. In this pause, placeholders emerge as valuable cues. Their very presence suggests that what is yet unseen could hold the answers, a revelation or a solution. When used thoughtfully, a placeholder can tease and compel, engaging the imagination.
Responsibilities
In websites, a loading spinner is no different than the ellipsis of a suspenseful plot twist; it tells the viewer that what is coming is worth waiting for. Key benefits of effective placeholders include:
- Maintaining engagement: By signaling more to come, placeholders prevent user drop-off.
- Setting expectations: Clear, well-placed placeholders hint at what content is coming next, adding structure.
- Building suspense: The anticipation of more content holds attention, just as in storytelling.
Placeholder content, however, must tread a careful line. Too sparse, and it risks undermining its own suspense; too dense, and it overwhelms with unnecessary clutter. The balance lies in leaving just enough room for the mind to wander and fill the gaps.
Complaints Team Leader – Motor Finance (Satisfactory Quality)
- London/Kent
- Full Time (Permanent)
- Hybrid
- Complaints
About the role
As our Motor Finance business grows, we’re looking for a dynamic, adaptable Complaints Team Leader to manage and develop a team of Complaints Officers who handle motor finance complaints, with a particular focus on Satisfactory Quality (SQ). You’ll lead from the front and build an engaged, high-performing team. That team will resolve complex vehicle complaints fairly, deliver good customer outcomes and drive process improvement, and you’ll champion a data-driven culture throughout.
Your Team’s Objectives
Lendable aims to resolve every complaint promptly, with a diligent and fair investigation for each customer. In Motor Finance, that means getting to the right answer when a customer tells us their vehicle isn’t of satisfactory quality, isn’t as described or isn’t fit for purpose.
Feedback is central to how we evolve as a business and keep meeting our customers’ expectations. The team is encouraged to speak up, take each complaint on its own merits and share insights that help the business improve and grow.
Handling complaints well has never mattered more, for our customers and for us, as we grow our products in the UK, including Motor Finance.
How you’ll impact those objectives
Directly manage, support and develop a team of Complaints Officers handling motor finance complaints, making sure they meet individual and team KPIs to high standards in line with FCA regulations.
Act as the team’s subject matter expert on Satisfactory Quality complaints under the Consumer Rights Act 2015. This covers the short-term right to reject, repair or replacement, price reduction and the final right to reject, applied correctly to Hire Purchase agreements.
Bring proven experience of fast-paced, evolving financial services environments: embracing ambiguity, managing multiple priorities and guiding your team through significant change.
Champion the use of AI models and data analytics within the team to allocate workloads, find efficiency opportunities and produce actionable insights.
Regularly review management information and team outputs, using data to monitor trends, flag issues early and drive continuous improvement in customer outcomes and operational processes.
Foster a culture of innovation, collaboration and professional development, coaching your team to use technology and new data sources to increase their impact.
Build strong relationships across Operations and Product so that feedback from your team turns into meaningful business change.
Embed robust quality assurance so your team makes consistent decisions and follows the right processes.
Take the lead on escalated or high-risk complaints, setting the standard for professionalism, communication and judgement.
Stay up to date with industry regulation (particularly FCA and DISP) and best practice, so your team operates with integrity and puts good customer outcomes first.
We’re looking for someone who:
Has successfully managed or led teams in a fast-paced, change-heavy environment, ideally in motor finance or wider regulated financial services.
Has hands-on experience of Satisfactory Quality complaints in motor finance, with a strong working knowledge of the Consumer Rights Act 2015 as it applies to Hire Purchase agreements.
Has used AI models or data analytics to transform operational processes or improve performance.
Has a track record of developing and motivating high-performing teams that exceed targets and deliver first-class, customer-centric outcomes.
Is comfortable challenging the status quo, driving positive change and influencing multiple stakeholders.
Communicates with clarity, empathy and confidence, and can explain complex technical and regulatory concepts to customers and colleagues.
Has a keen eye for process improvement and a balanced approach to risk and compliance.
Has strong knowledge of FCA regulations and DISP complaint-handling standards.
If you’re passionate about people, technology and data-led change in a high-growth business, and you have experience handling motor finance SQ complaints, we encourage you to apply.
Life at Lendable
The opportunity to scale up one of the world’s most successful fintech companies
Best-in-class compensation, including equity
You can work from home every Monday and Friday if you wish - on the other days we all come together IRL to be together, build and exchange ideas
Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday
We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to private health insurance
We're an equal opportunity employer and are looking to make Lendable the most inclusive and open workspace in London
Check out our Glassdoor Reviews
About Lendable
Lendable is on a mission to build the world's best technology to help people get credit and save money.
Founded in 2014
Profitable since 2017
Unicorn in 2021
Backed by Balderton, Goldman Sachs and Ontario Teachers' Pension Plan
Loved by customers & employees with top reviews on Glassdoor and 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 are held by big banks with dated systems and painful processes.