---
title: 'Operations Investigations Graduate at Lendable'
canonical: 'https://feeny.ai/job/operations-investigations-graduate-lendable-london-vfh4yf690pgs'
type: 'job'
last_seen: '2026-11-06'
---

# Operations Investigations Graduate at Lendable

- **Company:** Lendable
- **Location:** London, United Kingdom
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-11-03
- **Last confirmed live:** 2026-11-06
- **Apply:** https://jobs.ashbyhq.com/lendable/ae4ae324-4ebf-4594-9db4-0bad556ae95e

## Job description

## About Lendable

Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start:

- One of the UK’s most exciting unicorns with a team of over 800 people
- Among the fastest-growing tech companies in the UK
- Profitable since 2017
- Backed by top investors including Balderton Capital and Goldman Sachs
- Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on [Trustpilot](https://uk.trustpilot.com/review/lendable.co.uk))

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 worth of financial products are held by big banks with dated systems and painful processes.

Join us if you want to

- Take ownership: you are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1
- Work in small teams of exceptional people: Lendies are relentlessly resourceful. We challenge the status quo to solve problems and find smarter solutions
- Build the best technology in-house: we use new data sources, machine learning and AI to make machines do the heavy lifting

## About the role

This role is for someone wanting to start a career in operations within a financial services firm. You'll join as a Graduate focused on working complaints and train to become a fully competent Complaints Officer, investigating and resolving our more complex customer interactions across loans, cards and auto-finance. A critical role to help the business understand how it can serve customers better. This is a casework role. From early on you will hold your own caseload, speak to customers directly, make decisions on whether we got it right, and put things right where we didn't. You will be supported through structured training, coaching and quality feedback as you develop in the role

Some of the areas you'll delve into are:

- The regulatory framework for complaints: FCA regulation, the DISP rules, Consumer Duty, and how the guidance is applied to real cases.
- Investigation technique: gathering evidence, interrogating system records and call recordings, and testing what actually happened against what should have happened.
- Decision making and redress: reaching fair and objective outcomes, and calculating and explaining any compensation due.
- Customer communication: writing final response letters that break complex issues down into plain English.
- The Financial Ombudsman Service: how cases are referred, how FOS reaches its view, and how we apply those learnings to future cases.
- Root cause and feedback: spotting the product and process failures behind complaints and feeding them back to frontline and product teams.

Reporting to a Complaints Manager within the Operations Team, you will be responsible for a live caseload and for the quality of the decisions you make on it. No prior complaints experience needed, we care about how you think, not what you already know. This role requires an ability to learn quickly, work to deadlines and support our customers effectively.

## Your team's objectives

Lendable aims to resolve all complaints promptly, ensuring that they are investigated diligently and fairly for customers. We are committed to providing excellent customer service and to reaching the right outcomes for our customers. Feedback is an important part of how we evolve as a business. The team is encouraged to speak up, take each complaint on its own merits and provide valuable insight back into the business so we can improve and grow. Our ability to handle complaints effectively for our customers and therefore for us as a business has never been more important than now, as we expand our existing products in the UK and US financial markets.

## What you'll be doing

- Investigating and resolving complaints about our loans, cards and auto-finance products, taking each case on its own merits
- Self-managing a varied and increasingly complex caseload: prioritising cases, choosing the best contact mechanism for each customer, and working efficiently enough to meet our KPI minimum standards
- Communicating with complainants in writing and by phone — managing expectations, handling difficult situations with tact and professionalism, and finding solutions to the issues raised
- Writing professional final response letters that set out our decision, our rationale and the customer's right to refer to the Financial Ombudsman Service
- Following our complaint handling standards and keeping clear records, making sure every decision is backed by demonstrable evidence and a documented rationale
- Working to resolve complaints without the customer needing to refer to FOS, and applying the learnings from both internal and FOS outcomes to future cases
- Feeding back to frontline and product teams on the product and process improvements your cases surface, across Operations and the wider Lendable business
- Keeping your knowledge of Lendable's products current through effective use and review of our policies, procedures and business tools
- Turning your hand to other areas of operational need as the business requires

## What we're looking for

- Educated to degree level
- Exceptional written communication - you can structure an argument and explain a complex decision clearly to someone who is not an expert
- An aptitude for investigation, analysis, problem-solving and dispute resolution
- Strong organisation and self-management - you can hold a caseload, prioritise it and work to deadlines without being chased
- Sound judgment and a sound moral compass: willing to speak up to make sure good customer outcomes stay at the heart of what we do
- Resilience and adaptability in a fast-paced, changing environment
- A willingness to learn FCA regulation and the DISP complaint handling rules and guidance

The interview process We're not a corporation so we try our best to get things moving as quickly as possible. For this role we'd expect:

- A 15 minute cognitive assessment
- A quick phone call with one of the Talent team
- An onsite assessment centre with a role focus and a final stage interview with the Complaints Management team to discuss your fit and capability for the role.

Life at Lendable

- Winning team: the opportunity to scale up one of the world’s most successful fintech companies
- 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

Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner. Check out our [blog](https://blog.lendable.co.uk/)!

## About Lendable

## Company Overview
- **One-liner**: Lendable is a British fintech company that uses AI and open banking data to provide fast, transparent personal loans, credit cards, and car finance.
- **Entity Type**: Private (Unicorn, last valued at ~£3.5 billion in March 2022)
- **Headquarters**: London, England, United Kingdom
- **Founded**: 2014
- **Founders**: Martin Kissinger, Victoria van Lennep, Paul Pamment, Jakob Schwarz

## Core Business
- **Primary industry**: Financial Technology (Consumer Finance)
- **Target customers**: B2C (prime and near-prime borrowers in the UK, US, and Mexico)
- **Mission or purpose**: To challenge a stale and archaic loans and credit industry by making smart borrowing cheaper, more transparent, and more accessible for responsible people.

## Products & Services
- **Lendable**: The original fast, transparent personal loan platform. Offers instant eligibility checks and guaranteed rates up front, with funds transferred instantly upon approval. Uses open banking and AI to see customers as individuals, not just credit scores.
- **Zable**: A financial superapp that combines borrowing, saving, money management, credit score building, and smarter deals for utilities, mobile contracts, and insurance. Includes the Zable Credit Card and Zable Loans.
- **Autolend**: A car finance product bringing Lendable’s transparency and speed to the auto finance market.
- **Zable Mobile**: A mobile plan launched in partnership with Gigs in October 2025, the first mobile plan by a fintech in Britain.

## Market Standing
- **Valuation/Market Cap**: ~£3.5 billion (as of March 2022 funding round)
- **Key Metric**: Revenue of £446 million (2025); Profitable since 2017
- **Notable Investors/Partners**: Ontario Teachers' Pension Plan Board (lead investor in £210M round), Balderton Capital, Waterfall Asset Management, Goldman Sachs, Passion Capital
- **Growth Signals**: Number 1 issuer of personal loans in the UK by volume; number 2 credit card issuer in the UK (2025); expanded to the US (2021) and Mexico (2026); launched Zable Mobile (first fintech mobile plan in the UK); 800+ employees; 100,000+ Trustpilot reviews with a 5.0* rating; billions in annual originations.

## Competitive Advantages
- **Proprietary AI & Open Banking**: Uses the deepest open banking dataset in the market and advanced AI models to see customers as individuals, not just credit scores, enabling instant, guaranteed rates and higher approval rates for responsible borrowers.
- **Market Leadership**: The number 1 issuer of personal loans in the UK and number 2 credit card issuer, with a track record of profitable growth since 2017.
- **Customer Experience**: 5.0* rating from 100,000+ Trustpilot reviews, driven by a fully digital, hassle-free, and transparent process with no bait-and-switch.
- **Technology-First Platform**: A proprietary platform that automates everything from instant credit decisions to saving customers money with tailored offers, operating as a two-sided marketplace for institutional investors.

## Strategic Focus
- **International Expansion**: Expanding into new markets, with recent entry into Mexico (2026) and existing operations in the UK and US.
- **Product Ecosystem Growth**: Deepening the Zable superapp ecosystem to include mobile plans (Zable Mobile), car finance (Autolend), and more, creating a single platform for all financial decisions.
- **AI & Data Leadership**: Continuing to invest in proprietary AI models and open banking datasets to maintain a competitive edge in credit decisioning and customer personalization.
- **Market Share Capture**: Targeting the £40bn car finance market and further penetrating the US and Mexican markets.

## Why Work Here
- **Culture**: Described as dynamic, driven, and fast-paced, with a focus on low ego, high ownership, and meaningful impact. The team of 800+ spans 45 nationalities and speaks 32 languages.
- **Work Style**: Small teams of exceptional people who are trusted to take ownership and make decisions from day one. Emphasis on building the best technology in-house using new data sources, ML, and AI.
- **Perks**: Regular social events, often involving food. A 4.3* average score on Glassdoor.
- **Location**: Offices in London, Kent (UK), and New York City (US). Hybrid/office policy not explicitly stated but likely flexible given the international team.
- **Engineering Culture**: Focus on building proprietary technology, using new data sources, machine learning, and AI to automate processes. Engineers are trusted to take ownership and drive material impact.

## Sources
1. [lendable.co.uk](https://www.lendable.co.uk/)
2. [careers.lendable.com](https://careers.lendable.com/)
3. [lendable.com](https://www.lendable.com/)
4. [lendable.co.uk/about](https://www.lendable.co.uk/about)
5. [en.wikipedia.org](https://en.wikipedia.org/wiki/Lendable)

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