Complaints Analyst Support

Details

Brief info about Vinted

Our mission is to make second-hand the first choice, and we're looking for people who want to help us get there. Every day, we work together to help our members buy and sell pre-loved clothing and lifestyle items, giving each piece a second life – or even a third.
The Vinted Group is made up of three business units that support this mission:

Vinted Marketplace is Europe’s leading platform for second-hand fashion and a go-to destination for all kinds of pre-loved items, with a growing range of categories. Our platform connects millions of members across 20+ markets, helping great items find a new life.

Vinted Go enhances the shipping experience with a vast network of over 500,000 pick-up and drop-off points, partnering with more than 60 carriers across Europe, with added services like item verification for peace of mind on high-value pieces.

Vinted Pay is the newest part of the Vinted Group, dedicated to bringing secure, reliable payments to buyers and sellers across Europe. Seamlessly integrated into the Vinted app, it helps keep every transaction safe, efficient, and easy for our members.

Founded in 2008 in Lithuania, Vinted began as a way for friends to find new homes for clothes they no longer needed. In 2019, we became Lithuania's first unicorn! Today, our headquarters remain in Vilnius, and we've grown with offices across Europe, supported by a team of over 2,000 people.

Information about the position

We are building a Payments organisation that moves billions of funds for second-hand items across our markets, an organisation that helps us scale anywhere in Europe through an ecosystem of payments providers, compliance and regulatory tools and controls, and that ensures the right payment experience along the way.

We are looking for a Complaints Analyst Support to join the Vinted Pay UK team. This role will support the oversight and continuous improvement of complaints relating to Vinted Pay UK.

The successful candidate will review complaint cases, support quality assurance, assist with Financial Ombudsman Service queries, and identify trends, risks, and opportunities to improve customer outcomes.

In this position, you’ll

• Support the Vinted Pay Complaints Manager with oversight of UK complaints handled by the complaints team.
• Handle and manage complaints from The Financial Ombudsman and be a direct contact
• Review complaint cases to assess quality, consistency, completeness, and alignment with regulated UK complaint handling standards.
• Assist with reviewing case files, timelines, evidence, and complaint outcomes.
• Support the preparation and coordination of information required for Financial Ombudsman Service queries and escalations.
• Identify potential process gaps, training needs, control weaknesses, or customer outcome risks.
• Provide feedback and recommendations to improve complaint handling quality and customer experience.
• Maintain complaint oversight records, trackers, quality review outputs, and management information.
• Maintain Financial Ombudsman records and trackers
• Support the preparation of complaints reporting, insights, and updates for senior stakeholders.

About you

• Support the Complaints function by upholding and enforcing UK complaints policy and processes.
• Analyse complaints and identify member trends for product and service improvements.
• Act as 2nd line to Member Support for all UK escalations and complaints, helping to identify complaints and provide guidance on UK handling regulations.
• Support process improvements to ensure an efficient and effective service offering to members.
• Contribute to Vinted Pay UK’s oversight and governance framework and broader Vinted Pay complaints function.
• Working closely with teams such as Legal, Compliance, Member Support, Product and Data to ensure implementation and understanding for the Consumer Duty legislation

Work perks

• The opportunity to benefit from our share options programme
• 25 working days of holiday
• Newest MacBook models
• Home office support: we provide IT workstation equipment and a personal budget of up to €540 for home workplace furniture
• Confidential Employee Assistance Program (EAP) for you and your family
• Comprehensive Medical Insurance
• Group Life and Income Protection Insurance
• A matched pension scheme up to a set limit
• Access to a discounted gym membership plan
• Lunch benefit per working day
• Frequent team-building events
• A personal monthly budget for shopping on Vinted

Working at Vinted

Workation policy

Better balance holidays with workdays by working remotely! Up to 90 days per year in the EU, of these, 21 days can be spent globally. For non-EU citizens, it's 21 days worldwide. This can be combined with time off for vacation or personal time.

Individual learning budget

Each year, you’ll be given a learning budget (starting at €3,000), and a total of up to 10 working days over a 2-year period to support your personal and professional development.

Hybrid work

Our hybrid model, with 2 recommended office days a week, gives you and your team the flexibility to decide if and when you want to work from home, and when to catch up in person.

Equal opportunity

We welcome applications from everybody, regardless of your background, identity, or life experiences. Job openings come with guides, not checklists. If you’re excited about a role, but don’t identify with every point in the ‘About you’ section, apply anyway – you might still be the perfect match!

The annual gross salary range for this position is: £31,600 — £42,800 GBP