Complaints Management Specialist, Vinted Pay

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.

• 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.

• 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.

• 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