Complaints Team Leader – Motor Finance (Satisfactory Quality)

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.

What you will do

• Directly manage, support, and develop Complaints Officers handling motor finance complaints.
• Ensure individual and team KPIs, decision quality, and complaint handling comply with FCA regulations and DISP standards.
• Act as the subject matter expert on Satisfactory Quality complaints under the Consumer Rights Act 2015 and Hire Purchase agreements.
• Lead escalated and high-risk complaints while ensuring fair investigations, professional communication, and good customer outcomes.
• Use AI models, management information, and data analytics to allocate workloads, identify trends, and improve operational processes.
• Build relationships across Operations and Product so complaint feedback drives business change.

Requirements

• Experience managing or leading teams in a fast-paced, change-heavy environment, ideally in motor finance or regulated financial services.
• Hands-on experience with Satisfactory Quality complaints in motor finance and strong knowledge of the Consumer Rights Act 2015 as applied to Hire Purchase agreements.
• Experience using AI models or data analytics to transform operational processes or improve performance.
• A record of developing and motivating high-performing teams that 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 explaining complex technical and regulatory concepts to customers and colleagues.
• Strong process-improvement and risk-and-compliance judgment.
• Strong knowledge of FCA regulations and DISP complaint-handling standards.

Culture & Benefits

• Permanent, full-time hybrid role with home working available on Mondays and Fridays.
• Office collaboration and in-person working Tuesday–Thursday.
• Private health insurance and best-in-class compensation including equity.
• Opportunity to work in a fast-growing fintech focused on technology, data-led change, and professional development.
• Inclusive and open workplace with well-being support and an equal-opportunity employment policy.