---
title: 'Senior Complaints Operations Manager at Lendable'
canonical: 'https://feeny.ai/job/senior-complaints-operations-manager-lendable-london-9ykweg0087j8'
type: 'job'
last_seen: '2026-09-04'
---

# Senior Complaints Operations Manager at Lendable

- **Company:** Lendable
- **Location:** London, United Kingdom
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-09-01
- **Last confirmed live:** 2026-09-04
- **Apply:** https://jobs.ashbyhq.com/lendable/716a9b01-8201-4e92-bba6-a52f1dae6552

## 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 newest unicorns with a team of just over 700 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

1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1
2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting

## Role Overview

As the Senior Complaints Operations Manager, you will hold a pivotal leadership position reporting to the Director of Complaints, Fraud and Financial Crime. You will be at the heart of our mission to make consumer finance faster, cheaper, and friendlier. By championing the benefits of learning from complaint outcomes across the business, you will lead the strategic direction of our complaints department across multiple product lines.

This is more than a management role; it is a mandate to build a high-performance environment that balances rigorous FCA regulatory compliance with the innovative, technology-driven agility of a leading fintech unicorn. You will be responsible for resolving complex issues, identifying systemic root causes, and fostering a culture of continuous learning and improvement to deliver exceptional customer outcomes.

## Key Responsibilities

## STRATEGIC LEADERSHIP & TEAM DEVELOPMENT

- Set the strategic direction and objectives for the team, ensuring quality is maintained across all service lines.
- Identify and develop future leaders through coaching and support, ensuring promotion is limited only by ability and ambition.
- Oversee a high-performance team with a relentless focus on productivity, efficiency, and consistency.
- Build and manage strategic partnerships across the business and champion the function at key meetings, including the Risk Committee.

## OPERATIONAL EXCELLENCE & INNOVATION

- Continually review and optimise complaints processes to ensure they remain scalable and offer the best possible customer journey.
- Lead all aspects of Root Cause and Remediation activity resulting from complaints to identify systemic failures and drive long-term business improvements.
- Confidently interpret performance data and reporting to highlight areas for change and realise cost efficiencies.
- Leverage in-house technology, machine learning, and AI to automate heavy lifting and enhance resolution speed.

## GOVERNANCE, RISK & COMPLIANCE

- Act as the primary relationship holder with the Financial Ombudsman Service (FOS) and ensure all reporting to the FOS or the FCA meets DISP requirements.
- Continuously redesign and re-engineer procedures to adapt to product growth and customer demand, ensuring full adherence to FCA regulations.
- Proactively identify, monitor, and control conduct risk to prevent customer detriment.
- Take full responsibility for complaints data accuracy and reporting to the regulator and white-label partners.
- Ensure any identified risks are mitigated, actions are owned and delivered to plan, and drive accountability to promote a well-controlled function.

Required Qualifications

- Significant experience leading teams within the financial services sector.
- Deep, practical knowledge of FCA regulatory requirements and DISP rules.
- Proven ability to manage and influence key influencers and decision-makers.
- Strong communication skills, both written and verbal.
- A track record of prioritising and delivering in a fast-moving, high-growth environment.
- A self-starter who is willing to dive into the details of the team's work.

## Preferred Qualifications

- Experience working in the motor industry or handling automotive finance complaints is highly desirable.
- Previous experience in a "unicorn" or rapidly scaling fintech environment.
- Fluency in modern digital tools and an interest in AI-driven operational solutions.

## 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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