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 a leader who can guide the team, exercise sound judgement on difficult cases and help the business learn from complaints.
Reporting to the Head of Complaints, you’ll lead a complaints management team, own the process, and make informed, balanced and complex decisions where needed. You’ll set the standard for how we handle our most complex and high‑risk cases, especially those that go to the Financial Ombudsman Service, and ensure that lessons from complaints improve how Zopa is built and run. This senior role has real influence and works closely with Product, Risk, Credit, Legal and Operations, representing Complaints in senior forums.
Team and operational leadership
- Lead, develop and performance‑manage a team of complaint handlers and managers, setting clear expectations on quality, conduct and performance
- Create a culture of accountability, sound judgement 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 across the function
- Support and guide the team on difficult cases, ensuring consistency and good customer outcomes
Escalated, complex and FOS complaints
- Help set the approach for handling escalated regulatory and FOS complaints end‑to‑end, including DSARs
- Make the call on cases that are high‑impact, sensitive, or genuinely ambiguous
- Keep close to FOS decisions and trends, and adjust our approach when needed
- Ensure outcomes are fair, consistent and defensible internally and to regulators
- Own alignment with FCA DISP, Consumer Duty and conduct standards
Supporting complaints‑driven change
- Use complaints data to identify where things are going wrong for customers
- Prioritise by customer impact and risk, not just volume
- Work closely with Product, Risk, Credit, Legal and Operations to support root‑cause fixes
- Partner with relevant teams to ensure actions land and repeat issues stop
Insight and risk
- Own reporting on complaints outcomes, FOS results and key risks to senior leadership
- Turn data into clear, actionable insight, not just dashboards
- Call out risks early and ensure they’re addressed before becoming problems
- Maintain strong controls and prepare for audit or regulatory review at any point
Cross‑business influence
- Build trusted relationships across Zopa, including at senior level
- Drive decisions and change in areas you don’t directly own
- Represent Complaints in forums where product, policy and risk decisions are made
- Balance what’s right for customers with business and risk priorities and know when to push back
Qualifications
- Complaints experience in retail banking or fintech
- Deep knowledge of FOS, FCA DISP and consumer credit regulation
- Experience working directly with the FOS or FCA
- Hands‑on experience with current accounts or consumer lending products
- Experience leading and developing teams in a complaint and conduct environment
- Track record of using complaints insight to drive real product or process change
- Confidence making difficult decisions with genuine regulatory and customer consequences
- Able to influence senior stakeholders and lead change without direct authority
- Background in conduct risk, remediation or complaints policy
- Exposure to AI‑assisted complaint handling or automation
Working arrangement
- Hybrid role: you’ll come to our London office 2‑3 days a week
- Option to work from abroad for up to 120 days a year, subject to having the right to work in the country
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