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 our 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, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife
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, exercise sound judgement on difficult cases, and help the business learn from what complaints are telling it.

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 be setting the standard for how we handle our most complex and high-risk cases especially those that go to the Financial Ombudsman Service and making sure what we learn from complaints actually improves how Zopa is built and run.

This is a senior role with real influence. You’ll work with Product, Risk, Credit, Legal and Operations, and represent Complaints in senior forums where decisions get made. You’ll own complaints across our banking and lending products, including auto finance.

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

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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 StatementZopa 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.