Complaints and Data Rights Administrator

Who you are

• If you have experience handling data rights requests, working in a regulated financial services environment, or in a data protection, compliance, or information governance role, and have the following skills, we'd love to hear from you:
• Strong organisational skills and the ability to manage a high-volume caseload against strict statutory deadlines
• Excellent attention to detail, particularly when reviewing and redacting sensitive personal data
• The ability to work confidently across multiple internal systems to locate, extract, and compile customer data
• Clear written communication, able to explain data rights and outcomes to customers in plain English
• Sound judgement in identifying and applying relevant exemptions, and escalating complex or high-risk requests appropriately
• An eye for continuous improvement, constantly looking for ways to make processes more efficient
• Experience working with DSARs, subject access requests, or other data rights requests (erasure, rectification, portability) in a regulated environment
• An understanding of UK GDPR, the Data Protection Act 2018, and ICO guidance
• Experience with redaction tools and case management systems
• An understanding of financial services data (loans, cards, auto-finance) and its sensitivity
• Experience liaising with the ICO or handling escalated data protection complaints
• The ideal candidate will have strong administrative and organisational skills, an eye for detail, and the confidence to work across multiple teams and systems to gather and prepare accurate, complete responses

What the job involves

• As we grow, we're looking to expand our Complaints Administration team with a Complaints and Data Rights Administrator
• You'll be responsible for managing the end-to-end handling of Data Subject Access Requests (DSARs) and other data rights requests, ensuring Lendable meets its obligations under UK GDPR and the Data Protection Act within statutory deadlines
• Lendable is committed to respecting customers' data rights and handling their personal data responsibly and transparently. Our Data Protection team ensures that every request a customer makes to access, correct, or erase their data is handled accurately, fairly, and within the timeframes required by law
• As we expand our products across the UK and US markets, the volume and complexity of data rights requests continues to grow, making rigorous, well-organised DSAR handling more important than ever to maintaining customer trust and regulatory compliance
• You will manage a caseload of DSARs and other data rights requests from receipt through to closure, tracking progress against statutory deadlines
• You will liaise with teams across the business (Operations, Product, Engineering, Complaints) to locate and extract all relevant customer data
• You will carefully review and redact data to protect third-party information and apply relevant exemptions in line with policy and legal guidance
• You will maintain accurate records of all requests, decisions, and rationale to ensure full auditability
• You will communicate clearly and professionally with customers regarding the status and outcome of their requests
• You will identify and escalate complex, high-risk, or ambiguous requests to the Data Protection Officer or Legal team as needed
• You will help identify process improvements and contribute to the continuous improvement of DSAR handling procedures and tooling
• You will maintain up-to-date knowledge of UK GDPR, the Data Protection Act 2018, and relevant ICO guidance
• You will champion the use of AI tools and technology to improve the efficiency and accuracy of the DSAR process
• You will work well under pressure, adapting to fluctuating request volumes while maintaining quality and compliance standards

The application process

• A quick phone call with one of the team
• An exercise to demonstrate your approach to handling a DSAR case
• An assessment to evidence your knowledge of UK GDPR and data rights obligations
• Onsite Interview
• Discuss the exercises you have completed
• Meet the team you'll work with daily

Benefits

• 💸 Best-in-class compensation, including equity
• 🏠 You can work from home every Monday and Friday if you wish - on the other days we all come together IRL to be together, build and exchange ideas (hybrid)
• 🍲 Our in-house chefs prepare fresh, healthy lunches in the office every Tuesday-Thursday
• 🏥 Comprehensive private health insurance (including dental, optometry and general wellbeing)
• 🚗 EV car scheme (Octopus)
• 🚲 Cycle to work scheme
• 🧮 Pension
• 🌴 25 days of annual leave - excluding bank holidays
• 🎊 Multiple opportunities to socialise with your team and the wider company
• 🏋️‍♀️ 50% off gym memberships at Virgin Active and Nuffield (via Vitality health insurance)
• 💻 Equipment provided for you to do your best work!