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Senior Complaints Manager
Our Story
We’re Zopa. Our journey began in 2005, pioneering the peer-to-peer lending industry. By 2020, we launched Zopa Bank, designed to challenge conventional finance—putting people first and redefining what it means to work in banking. Our vision centres around empowering every individual to thrive daily, driving progress in finance.
We’ve earned recognition as one of the top three UK’s Most Loved Workplaces (not just for awards) and foster a culture that embraces unconventional thinking and impact.
👉 Explore how Zopa reshapes banking at Zopa.com. 📍 Follow our journey: @zopalife
The Role: Head of Complaints Management
Zopa seeks a Head of Complaints Management to lead our complaints function, spanning current accounts, consumer lending, auto finance, and escalated cases—including FOS (Financial Ombudsman Service) handling. This demands a strategic, results-driven leader who bridges operational excellence with regulatory compliance, driving continuous improvement through complaints data.
You’ll report to the Head of Complaints and oversee a team that sets industry standards for handling high-risk, escalated cases while embedding learning into Zopa’s broader operations.
Key Responsibilities
Team & Operational Leadership
- Lead, develop, and performance-manage a team of complaint handlers and managers, defining expectations for quality, conduct, and performance.
- Foster a culture of accountability, judgement, and excellence in decision-making.
- Own the end-to-end complaints process, including escalated and complex cases.
- Design and uphold procedures, quality frameworks, and controls across the function.
- Guide the team on difficult cases, ensuring consistency and fair customer outcomes.
Escalated, Complex, and FOS Complaints
- Drive the strategy for end-to-end handling of escalated regulatory/FOS complaints (DSARs included).
- Make high-stakes decisions on impactful, ambiguous, or sensitive cases.
- Monitor FOS trends, adjusting approaches to stay competitive and compliant.
- Ensure outcomes are fair, consistent, and defensible to regulators and internal stakeholders.
- Align Complaints function with FCA DISP (Dispute Instruction Packet System), Consumer Duty, and conduct standards.
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Driving Complaints-Driven Change
- Analyse complaints data to pinpoint customer issues, prioritising by impact and risk (not just volume).
- Collaborate with Product, Risk, Credit, Legal, and Operations to implement root-cause fixes.
- Partner with teams to ensure changes land effectively and prevent recurrence.
Insight & Risk Management
- Provide transparent reporting on complaints outcomes, FOS results, and material risks to leadership.
- Translate data into clear, actionable insights—not just dashboards.
- Proactively highlight and mitigate risks before they escalate.
- Maintain audit-ready controls and preparedness for regulatory reviews.
Cross-Business Influence
- Build trusted relationships across Zopa, influencing decisions even outside your direct remit.
- Represent the Complaints function in senior forums where products, policy, and risk are discussed.
- Balance customer needs with business/risk objectives, knowing when to advocate fiercely.
About You
Required Experience
- Proven expertise in complaints management within retail banking or fintech.
- Deep familiarity with FOS, FCA DISP, and consumer credit regulations.
- Direct experience working with the FOS or FCA.
- Hands-on knowledge of current accounts or consumer lending products.
- Track record of leading and developing teams in high-conduct environments.
- Proven impact from using complaints data to drive product/process improvements.
- Confidence in making tough, high-stakes decisions with regulatory/customer implications.
- Ability to influence senior stakeholders and lead change without formal authority.
- Experience in conduct risk, remediation, or complaints policy work.
- Exposure to AI-assisted complaint handling or automation.
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Our Working Environment
At Zopa, we value flexibility, collaboration, and balance. This hybrid role requires 2–3 days in our London office weekly.
🌍 You’ll also have the option to work from abroad for up to 120 days annually*, provided you have the right to live/work there.
*Subject to legal compliance.
We’re committed to equipping you with everything needed for success—professionally and personally.
Diversity Statement
Zopa is proud of a workplace free from discrimination. Our diversity in experience, backgrounds, and perspectives leads to better products for customers and a unique culture for employees.
We celebrate nearly 50 nationalities within our team, host an active DE&I forum, and ensure every voice is heard. Our hiring process reflects our commitment to inclusivity—if you require reasonable adjustments, please let us know.
Our Approach to AI in Interviews
At Zopa, AI isn’t experimental—it’s integrated into daily work.
- Behavioural/Competency Interviews: Avoid using AI. We want to hear your authentic experiences and judgement—not generic outputs. AI detracts from our understanding of fit.
- Technical Interviews: AI use will vary by stage. Your Talent Partner will clarify expectations. If AI is involved, we’ll focus on how you used it (tool choices, reasoning, decision-making process).
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