Complaints Management Specialist - French speaker

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.

• 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.

• Customer support experience in a highly regulated environment, such as financial services.
• Understanding of regulated complaint handling, including fair outcomes, evidence-based decisions, and documentation standards.
• Strong analytical and problem-solving skills: able to find root causes in complex complaints and propose practical solutions that balance customer, regulatory and business needs.
• Excellent written and verbal communication in English and French, staying clear and calm in challenging situations.
• Customer-centric, empathetic, resilient, and objective when handling sensitive cases.
• Strong planning and prioritisation skills.

• 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
• Pension plan with flexible contribution options and a matching contribution from Vinted
• Confidential Employee Assistance Program (EAP) for you and your family
• 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