Complaints Officer - Graduate

Overview

Lendable offers a graduate opportunity for a Complaints Officer within the Operations department based in London. This casework role is designed for individuals wanting to start a career in operations within a financial services firm. Participants receive structured training, coaching, and quality feedback while managing a live caseload of complex customer interactions across loans, cards, and auto-finance products.

Who can apply

Applicants must be educated to degree level. The position requires exceptional written communication skills, an aptitude for investigation, analysis, problem-solving, and dispute resolution. Candidates need strong organization and self-management capabilities, sound judgment, resilience, adaptability in a fast-paced environment, and a willingness to learn Financial Conduct Authority regulation and the DISP complaint handling rules and guidance. No prior complaints experience is required.

What you get

Participants receive structured training, coaching, and quality feedback to develop core skills in investigation techniques, decision making, redress calculation, and regulatory frameworks. The role provides an opportunity to work within a technology-focused fintech company and take ownership of decisions that impact business operations.

Requirements

Selected candidates must manage a varied caseload, communicate with complainants by phone and in writing, investigate system records and call recordings, write final response letters in plain English, and meet key performance indicator minimum standards. The selection process involves a 15-minute cognitive assessment, a phone call with the talent team, an onsite assessment centre, and a final stage interview with the Complaints Management team.