Complaints Officer

About UsYouLend is a rapidly growing FinTech that is the preferred embedded financing platform for many of the world's leading e-commerce platforms, tech companies, and Payment Service Providers. Our software platform enables our partners to extend their value proposition by offering flexible financing products in their own branding, to their merchant base, without capital at risk.We are owned by the leading Private Equity company, EQT, and have grown +100% year-on-year since 2020. We are headquartered in London, UK, but are also present in several European countries as well as the United States where we service our partners, including eBay, Amazon, Just Eat, Shopify, and Stripe.The RoleWe are seeking a highly organised and proactive Complaints Office to join our growing Customer Service Team. We are looking for someone who will uphold exceptional customer outcomes by managing all complaints - regulated and unregulated - while ensuring compliance with strong governance standards. This strategic, detail-focused role safeguards YouLend's reputation, drives process improvement, and ensures fair merchant outcomes.You will strengthen customer trust, support regulatory reporting, and enhance the frameworks that underpin YouLend's continued global expansion.ResponsibilitiesOwn end-to-end management of regulated and unregulated complaints, ensuring timely, compliant, and fair resolutions.Lead investigations and responses for:DSARsFOS complaints (where applicable)DPO-related escalations and data protection issuesMaintain accurate complaints logs aligned with FCA, GDPR, and internal governance standards.Work cross-functionally with Legal, Underwriting, Risk, Sales, and Customer Service to resolve cases and prevent recurrence.Identify root causes and deliver insights that drive product, policy, and process improvements.Manage and improve Trustpilot performance, including responses, trend analysis, and customer sentiment initiatives.Produce internal reporting on complaint trends, risks, and outcomes for senior leadership.Ensure complaint-handling processes remain compliant, efficient, and reflective of YouLend's values.Act as subject matter expert on complaints handling, customer outcomes, and related data protection areas.RequirementsProven experience in complaints handling within financial services, lending, FinTech, or another regulated environment.Strong knowledge of:Regulated and unregulated complaint proceduresDSARs and GDPRFOS processesDPO principlesExceptional written communication and the ability to explain complex decisions clearly and empathetically.Experience with CRM or case-management tools (HubSpot is a plus).Direct experience managing Trustpilot responses and performance, using insights to improve score and sentiment.Ability to manage sensitive cases with discretion and a strong customer-first mindset.A proactive, solutions-driven approach, able to work independently and collaborate effectively across teams.BenefitsWhy join YouLend?Award-Winning Workplace: YouLend has been recognised as one of the "Best Places to Work in 2024 and 2025" by the Sunday Times for being a supportive, diverse, and rewarding workplace.Award-Winning Fintech: YouLend has been recognised as a "Top 250 Fintech Worldwide" company by CNBC.It's just getting fun:We have developed powerful solutions, won some significant partnerships, and are growing at a rapid pace.But the global opportunity is still massive, and YouLend is a raw organisation where we are only just getting started.Lots of upsides:High-growth (>100% growth during 2022 and 2023), so clear outlook to compensation (bonus or share option appreciation) and career growth (through growth with business).Well-capitalised with supportive private equity backing.Part of Banking Circle Group with a fully licensed Luxembourg bank, which can provide a balance sheet and support European expansion in otherwise complex regulated markets.Motivating work environment:A high-quality team that pushes each other to succeed through direct feedback and aligned incentives.Strong and transparent team culture, we have each other's backs.Independent work environment where results matter.Data-driven culture and emphasis on speed (anti-red tape).We offer a comprehensive benefits package that includes:Stock OptionsPrivate Medical insurance via Vitality and Dental Insurance with BUPAEAP with Health AssuredEnhanced Maternity and Paternity LeaveModern and sophisticated office space in Central LondonFree Gym in office building in HolbornSubsidised Lunch via FeedrDeliveroo Allowance if working late in officeMonthly in office MasseuseTeam and Company SocialsFootball Power League / Paddle and Yoga ClubAt YouLend, we champion diversity and embrace equal opportunity employment practices. Our hiring, transfer, and promotion decisions are exclusively based on qualifications, merit, and business requirements, free from any discrimination based on race, gender, age, disability, religion, nationality, or any other protected basis under applicable law.