Complaints Management Specialist

Information about the position

As a Complaint Management Specialist at Vinted Pay, you will play a key role in protecting user trust and ensuring strong regulatory compliance within a fast-growing financial services environment. You will investigate and resolve complex, escalated payment-related complaints, prepare formal responses, and help turn challenging user situations into fair, well-managed outcomes. This role sits within the Vinted Pay Customer Support organisation, part of Vinted Pay - Vinted’s expanding regulated financial services entity. The team works in a hybrid setup, with 3 days per week expected in the office to support close collaboration and effective cross-functional work for a newly building team.

In this position, you’ll Serve as the primary point of contact for high-priority, complex, or escalated payment-related complaints requiring specialist handling. Investigate complaints thoroughly and make fair, evidence-based decisions, balancing customer outcomes, company policies, regulatory requirements, and operational risk. Prepare clear, accurate, and well-reasoned complaint responses in line with applicable UK and Lithuanian regulatory expectations, including FCA DISP, Consumer Duty, GDPR, FOS, and Bank of Lithuania standards. Work closely with internal and external stakeholders, including Product, Risk, Compliance, Legal, Operations, senior management, and external partners, to resolve complex customer issues. Act as the voice of the customer by translating complaint themes and pain points into actionable insights for Product, Policy, Risk, and Operations teams. Use complaint data and root-cause analysis to identify recurring issues, emerging risks, and opportunities for service improvement. Support the maintenance of complaint controls, procedures, and documentation to ensure they remain current, effective, and audit-ready. Identify opportunities to responsibly use automation across complaint triage, handling, quality assurance, and reporting. Communicate complaint trends, systemic issues, and relevant regulatory developments to senior stakeholders in a clear and actionable way. About you Experience handling complaints in a financial institution, PSP, EMI, fintech, banking, or regulated financial services environment. Strong understanding of regulated complaint handling, including fair outcomes, evidence-based decisions, and documentation standards. Ability to triage complaints, determine ownership and resolution path, and distinguish Vinted Pay regulated complaints from non-regulated issues. Strong analytical skills to assess complex cases, identify root causes, and propose practical solutions. Confident managing complex or escalated complaints with sound judgement and attention to customer, regulatory, and business impact. Excellent written and verbal communication skills, with the ability to stay clear and calm in challenging situations. Customer-centric, empathetic, resilient, and objective when handling sensitive cases. Strong planning and prioritisation skills. Fluent in written and spoken English. Work perks The opportunity to benefit from our share options programme 25 working days of holiday Access to all the tools & tech needed for work Home office support: we provide IT workstation equipment and a personal budget of up to €540 for home workplace furniture Private health insurance Confidential Employee Assistance Program (EAP) for you and your family Pension plan with flexible contribution options and a matching contribution from Vinted Frequent team-building events A personal monthly budget for shopping on Vinted A dog-friendly office In Vilnius office: gym & in-house meals at friendly prices