About Us
YouLend is the preferred global embedded financing platform for many of the world’s leading e-commerce sites, tech companies and payment services providers such as Amazon, eBay, Shopify, Mollie, Dojo, Paysafe, Just Eat Takeaway and Takepayments. Our software platform and APIs enable our partners to offer flexible financing products, in their desired branding, to their merchant base. With YouLend's AI-driven credit risk assessment solutions, more merchants and SMEs than ever can receive fast, flexible and affordable funding. We operate in 9+ geographies across the UK, EU and the US.
We believe that the future of financial services will be delivered by customer-oriented tech companies that embed financing in their customer journeys, and we are building the solutions that will power that future.
The Role:
As a Complaints Specialist you will be required to investigate, resolve and respond to all complaints and expressions of dissatisfaction within a timely manner, adhering to both internal service level agreements and regulatory timescales. The role will also involve reviewing and responding to negative reviews left online, and handling DSAR and data deletion requests.
The investigation of complaints will include liaising with internal stakeholders from all areas of the business. You will be solution oriented and able to perform detailed root cause analyses of the complaints. A key part of your role will also be the ability to flag problems in processes that have led to complaints and the ability to suggest and coordinate the implementation of changes to processes where required across all departments.
You will need to have a common-sense approach to tackling complaint replies and resolution, with the ability to correctly triage and prioritise high urgency cases from lower urgency cases. You will be confident taking ownership but also conscious of when to escalate and flag complaints that are especially sensitive.
Should complaints volumes be low, you will be expected to assist customer support with inbound calls and emails where required on an ad-hoc basis, or work on projects that improve our processes to enhance merchant experience.
Of course, you will need to be resilient when dealing with unhappy customers and be prepared to answer difficult and challenging cases with positivity and professionalism. If you’re curious, always looking to learn and constantly asking “why?”, then this could be the ideal job for you.
This role is 5 days per week in our Holborn office. Shifts are 09:00 - 18:00 Monday – Friday, with occasional Saturday (paid overtime) required (1 Saturday in 7).
Essential:
1. Excellent organisational skills and the ability to manage a variety of tasks and responsibilities as you will be dealing with multiple cases at the same time.
2. Strong eye for accuracy and attention to detail.
3. 2+ years' experience in customer service/complaints.
4. Strong communication skills, both written and verbal.
5. Common-sense approach to spotting and flagging errors.
6. Ability to meet deadlines and handle workload priorities effectively.
7. Problem-solver with a proactive mindset – eager to take on challenges, find innovative solutions and see them through to implementation.
8. Confidence in working independently and making decisions to appropriately escalate issues to management or other departments.
9. Flexible mindset with the ability to take on ad-hoc tasks as needed.
10. The ability to multitask, as you'll be navigating different systems and processing information when liaising with our customers.
Desirable:
1. Experience working in an FCA regulated business and understanding of regulatory requirements.
2. Previous experience with HubSpot/Outlook/Aircall.
3. Positive and professional attitude with the ability to build strong internal relationships.
Salary: £31,000 - £33,000 + £4,000 bonus (quarterly)
Why join YouLend?
1. Award-Winning Workplace: YouLend has been recognised as one of the “Best Places to Work 2024” by the Sunday Times for being a supportive, diverse, and rewarding workplace.
2. Award-Winning Fintech: YouLend has been recognised as a “Top 250 Fintech Worldwide” company by CNBC.
We offer a comprehensive benefits package that includes:
1. Stock Options
2. Private Medical insurance via Vitality
3. EAP with Health Assured
4. Enhanced Maternity and Paternity Leave
5. Modern and sophisticated office space in Central London
6. Free Gym in office building in Holborn
7. Subsidised Lunch via Feedr
8. Deliveroo Allowance if working late in office
9. Monthly in office Masseuse
10. Team and Company Socials
11. Football Power League / Squash Club
At 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.
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