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Senior Complaints Manager
Senior Complaints Manager
Our Story
Hello there. We’re Zopa.
We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what their customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre—we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com.
We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning—we’ve also been named in the top three UK’s Most Loved Workplaces.
If you embrace unconventional challenges, are unafraid to think differently, and are driven to make an outsized impact, you’ll thrive here at Zopa. Join us, and make it count.
Want to see us in action? Follow us on Instagram @zopalife.
About the Role
Zopa has a wide-ranging complaints function spanning current accounts, consumer lending, auto finance, FOS escalations, and a growing AI-assisted case-handling programme. It’s a genuinely complex environment that needs someone who can:
- Lead a team with sound judgment on difficult cases
- Drive process improvements based on complaints data
- Instil a culture of accountability towards customers and the business.
Reporting to the Head of Complaints, this role will allow you to use your expertise to shape how Zopa handles its most complex and high-risk cases—including those referred to the Financial Ombudsman Service (FOS). As a senior mediator, you’ll ensure the team’s approach improves the overall customer experience and aligns with legal, regulatory, and business objectives.
Key Objectives:
- Lead a complaints management team
- Set standards for handling FOS and high-risk escalations
- Embed a culture of sound judgment and quality decision-making
- Collaborate with senior teams across Product, Risk, Credit, Legal, and Operations
- Drive change through data-driven action
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A Day in the Life
Team & Operational Leadership
- Lead, develop, and performance-manage a team of complaint handlers and managers, setting clear expectations on quality, conduct, and performance
- Foster a culture of accountability, sound judgment, and high-quality decision-making
- Own the end-to-end complaints process, including escalated and complex cases
- Define and maintain handling procedures, quality frameworks, and controls
- Support and guide the team on difficult cases, ensuring consistency and positive customer outcomes
Escalated & Complex Complaints
- Help set the approach for handling regulatory and FOS escalations (including Data Subject Access Requests)
- Make high-stakes decisions on ambiguous or high-impact cases
- Monitor FOS trends and decisions, adjusting strategy as needed
- Ensure outcomes are fair, consistent, and defensible (in line with FCA Display of Procedure, Consumer Duty, and conduct standards)
- Maintain alignment with FCA DISP, consumer rights, and operational risks
Supporting Complaints-Driven Change
- Identify key pain points using complaints data, prioritised by customer impact and risk
- Drive systemic improvements by working closely with Product, Risk, Credit, Legal, and Operations
- Ensure root-cause fixes are implemented and repeat issues are avoided
Insight & Risk Management
- Own reporting on complaints outcomes, FOS results, and wide-ranging risks—supporting C-suite decision-making
- Translate data into clear, actionable insight (not just dashboards)
- Escalate risks early to prevent potential issues
- Maintain strong controls and regulatory readiness
Cross-Business Influence
- Build trusted relationships across Zopa at senior levels
- Drive decisions and influence change in areas outside your direct remit
- Represent Complaints in senior forums where product, policy, and risk decisions are discussed
- Strategically balance customer needs with business and risk priorities—knowing when to push back for better outcomes
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About You
You’ll thrive in this role if you have:
Technical & Regulatory Expertise
- Experience in complaints management, retail banking, or fintech
- Deep knowledge of:
- The Financial Ombudsman Service (FOS)
- FCA’s Dispute Resolution body (DISP)
- Consumer credit regulations
- Hands-on experience with current accounts or consumer lending products
- Direct experience working with FOS or FCA
- AI-assisted complaints handling or automation exposure
Leadership & Customer Change
- Experience leading teams in complaint and conduct environments
- A track record of using complaints insight to drive product and process change
- Ability to make difficult decisions with regulatory and customer consequences
Strategic Influence
- Confidence in influencing senior stakeholders without direct authority
- Background in conduct risk, remediation, or complaint policy
- Strong communication skills for representing the function in cross-departmental forums
Your Experience at Zopa
At Zopa, we value flexible and human-led ways of working.
- Hybrid model: Based in our London office 2-3 days per week
- Global flexibility option: Up to 120 days per year working from another location (subject to having the right to work)*
We’ll make sure you have the tools and support you need to thrive personally and professionally, wherever you choose to work.
Diversity Statement
Zopa is committed to an inclusive workplace where everyone can bring their full self to work.
- Our team represents 49+ nationalities
- Our DE&I forum comprises Zopians driving meaningful change
- We are recognised as a place where diverse backgrounds and perspectives create better products for customers and a stronger company culture
We’re proud to be an inclusive organisation. If you have any accessibility needs, please let us know and we will make necessary reasonable adjustments.
*Subject to compliance with local laws governing remote work.
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