Complaints Team Leader (Fintech)

TL;DR

Complaints Team Leader (Fintech): Managing and developing a team of Complaints Officers to resolve complex customer issues and drive process improvements with an accent on FCA compliance and data-driven culture. Focus on leveraging AI models and data analytics to optimize workloads and deliver actionable business insights.

Location: Hybrid (London/Kent). Must be based in the UK to attend the office Tuesday-Thursday.

Company

hirify.global is a fintech unicorn building technology to help people access credit and save money across the UK and US markets.

What you will do

• Directly manage and support a team of Complaints Officers, ensuring KPIs and FCA standards are met.
• Champion the use of AI models and data analytics to allocate workloads and identify operational efficiencies.
• Review management information to monitor trends and drive continuous improvement in customer outcomes.
• Collaborate with Operations and Product teams to translate customer feedback into meaningful business changes.
• Lead the resolution of escalated or high-risk complaints with high professional standards and judgement.
• Ensure robust quality assurance and consistency in decision-making across the team.

Requirements

• Experience leading teams in fast-paced, change-heavy environments, ideally in regulated fintech or financial services.
• Hands-on experience using AI models and data analytics to drive operational performance.
• Strong knowledge of FCA regulations and DISP complaint handling standards.
• Proven track record of motivating high-performing teams to deliver customer-centric outcomes.
• Ability to influence stakeholders and challenge the status quo to drive positive change.

Culture & Benefits

• Hybrid work model: work from home Mondays and Fridays, in-office Tuesdays through Thursdays.
• Best-in-class compensation, including equity.
• Private health insurance coverage.
• Fully stocked office kitchen providing breakfast, lunch, and snacks.
• Inclusive and open workspace environment.