Auto Complaints Team Leader (Fintech)

Location: London/Kent, UK; hybrid, with the option to work from home on Mondays and Fridays and office attendance Tuesday–Thursday.

Company

hirify.global is a fintech company building technology for consumer finance products including loans, credit cards, and car finance in the UK and US markets.

What you will do

• Directly manage, support, coach, and develop a team of Complaints Officers.
• Ensure individual and team KPIs, quality standards, customer outcomes, and FCA regulatory requirements are met.
• Use AI models, data analytics, management information, and team outputs to allocate workloads, identify trends, and improve operational efficiency.
• Lead quality assurance, consistency in decision-making, process adherence, and continuous improvement initiatives.
• Handle escalated and high-risk complaints with professionalism, clear communication, and sound judgement.
• Build relationships across Operations and Product so that customer and complaints feedback drives business change.

Requirements

• Experience successfully managing or leading teams in a fast-paced, change-heavy environment, ideally in regulated financial services or fintech.
• Hands-on experience using AI models and data analytics to transform operational processes or improve performance.
• A track record of developing and motivating high-performing teams to exceed targets and deliver customer-centric outcomes.
• Ability to challenge the status quo, drive positive change, and influence multiple stakeholders.
• Clear, empathetic, and confident communication, including the ability to translate complex technical and regulatory concepts for customers and colleagues.
• Strong process-improvement skills with a balanced approach to risk and compliance.
• Strong knowledge of FCA regulations and DISP complaint-handling standards.

Culture & Benefits

• Opportunity to work in a high-growth fintech company operating in the UK and US financial markets.
• Best-in-class compensation including equity.
• Hybrid working with home working available on Mondays and Fridays.
• Private health insurance and support for physical and mental well-being.
• Inclusive and open workplace with a fully stocked office kitchen.