# Complaints Officer (FOS)

**Company**: Lendable
**Location**: London
**Work arrangement**: hybrid
**Job type**: full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://jobs.ashbyhq.com/lendable/6b2f6363-d3f8-460b-85c1-630fae98805d?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_214633cd-b1b

## Description

As a Complaints Officer (FOS) at Lendable, you will be responsible for handling complex complaints related to loans, credit cards, and auto-finance products. You will work closely with customers and other departments to understand customer friction points and come to fair and objective decisions.

Key responsibilities:

- Investigate and resolve complaints in a fair and timely manner

- Assess and critique evidence to come to a comprehensive decision

- Build rapport with customers and manage multiple third-party interactions

- Prioritize cases based on business and customer needs

- Use AI tools and technology to bring a first-class service to customers

- Work closely with the Complaints Team to resolve complaints and provide feedback to frontline and product teams

Requirements:

- Experience of handling complex complaints or working in the automotive finance sector

- Problem-solving and decision-making skills

- Great phone and written communication skills

- Ability to build rapport and manage multiple third parties

Nice to have:

- Experience of working in a regulated motor finance environment

- Understanding of the Consumer Rights Act 2015

- Knowledge of Motor-related policies and industry standards

- Strong experience working with the Financial Ombudsman Service (FOS)

Benefits:

- Flexible working arrangements

- Private health cover

- Retirement savings plans

- Employee referral program

- Office meals and snacks

Interview process:

- Phone call with the team

- Exercise to demonstrate complaint resolution skills

- Assessment to evidence knowledge of FCA regulations and DISP complaint handling rules

- Onsite interview

## Skills

### Required
- problem-solving
- decision-making
- communication
- customer service
- complaint handling

### Nice to have
- regulated motor finance environment
- Consumer Rights Act 2015
- Motor-related policies
- Financial Ombudsman Service (FOS)

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/lendable/6b2f6363-d3f8-460b-85c1-630fae98805d?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)