A day in the life:
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
- Make sure our outcomes are fair, consistent and defensible internally and to regulators
- Own our 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 the relevant teams to ensure actions land and repeat issues stop
Insight and risk
- Own how we report 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 make sure they’re addressed before they become problems
- Keep our controls strong and make sure we’re ready 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
About you:
- 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
- Confident 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
Work arrangement
At Zopa we value flexible ways of working. We value face‑to‑face collaboration and a good work‑life balance. This hybrid role requires you to come to our London office 2‑3 days a week. You’ll also have the option of working from abroad for up to 120 days a year! * But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.
*Subject to having the right to work in the country of choice.
Diversity Statement
Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.
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