Complaints is a high-impact, multi-product function at the heart of customer trust. It handles complex cases across Zopa’s products and works closely with Product, Operations, Risk, Legal and Compliance to make sure the lessons from complaints lead to real improvements.
The team is entering an exciting transformation phase. We are building an AI-enabled operating model that improves how information is gathered, cases are handled and insight is used, while retaining the human judgement needed for fair customer outcomes.
As Head of Complaints, you will set the direction for the function, lead its people and controls, and build trusted relationships across Zopa to solve the issues behind the complaints we receive.
A day in the life:
Own the end-to-end complaints operation across a complex, multi-product digital bank.
Set high standards for customer outcomes, quality, consistency and regulatory control.
Lead the team through a significant change journey, building engagement and capability as ways of working evolve.
Shape the safe use of AI and automation across information gathering, triage, quality assurance and insight.
Use data, forecasting and capacity planning to improve performance and scale efficiently.
Support sound judgement on sensitive, complex and high-impact cases.
Represent the function credibly in senior forums and with external regulatory stakeholders.
Develop a high-performing leadership team with clear expectations and accountability.
Balance innovation with the rigour needed for fair, defensible customer outcomes.
About you:
Bring proven complaints-function leadership experience within financial services.
Apply FCA DISP, Consumer Duty and Financial Ombudsman Service requirements confidently in a live operational setting.
Lead teams across multiple complaint products, complex cases and competing priorities.
Make thoughtful, customer-centred decisions where conduct risk or significant customer detriment is involved.
Use operational data and insight to improve performance and prevent repeat customer issues.
Build effective controls, quality frameworks and regulatory reporting.
Influence senior stakeholders and drive change outside your direct line of control.
Lead people through ambiguity, change and heightened performance expectations.
Communicate with clarity, credibility and sound judgement in senior and regulatory forums.
Bring a curious, practical and collaborative approach to AI-enabled transformation.
Added bonus:
Experience in a high-growth, digitally led bank or fintech.
Direct current-account complaints experience.
Experience of auto complaints or discretionary commission redress.
Evidence of implementing AI, automation or technology-led process change.
Experience redesigning an operating model for greater productivity and capability.
A track record of building effective root-cause analysis partnerships with Product or Customer Experience teams.
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.
Our approach to AI in interviews
At Zopa, AI isn't something we're testing out — it's part of how we work every day. As a proud partner of Jobs 2030, we're committed to building AI fluency across our workforce, and we expect Zopians to use AI as part of how they do their jobs.
Because of that, we want to be transparent about how we think about AI use during our hiring process.
Behavioural and competency-based interviews: please don't use AI. These conversations are designed to understand you — your experiences, your judgment, and how you've approached real situations. An AI-generated answer can't tell us that. What it can do is get in the way of us finding out whether we're the right fit for each other.
Technical interviews: it depends on the role. Some technical stages actively welcome AI use, others don't. Your Talent Partner will let you know what's expected at each stage. Where AI is part of the assessment, we'll be interested not just in the outcome, but in how you used it – the tools you chose, your reasoning, and the decisions you made along the way.
Skills Required
- Proven experience leading a complaints function within financial services
- Confident application of FCA DISP, Consumer Duty, and Financial Ombudsman Service requirements
- Experience leading teams across multiple complaint products, complex cases, and competing priorities
- Ability to make customer-centred decisions involving conduct risk or significant customer detriment
- Experience using operational data and insight to improve performance and prevent repeat issues
- Experience building controls, quality frameworks, and regulatory reporting
- Ability to influence senior stakeholders and drive change beyond direct reporting lines
- Experience leading people through ambiguity, change, and heightened performance expectations
- Clear, credible communication and sound judgment in senior and regulatory forums
- Curious, practical, and collaborative approach to AI-enabled transformation
- Experience in a high-growth, digitally led bank or fintech
- Direct current-account complaints experience
- Experience with auto complaints or discretionary commission redress
- Experience implementing AI, automation, or technology-led process change
- Experience redesigning an operating model for improved productivity and capability
- Track record of building root-cause analysis partnerships with Product or Customer Experience teams
What We Do
We’re Zopa, and we want to make money work better for you. Our diverse team is united in their mission of creating simple, fair and honest financial products that have the customer’s needs at their heart. We’re proud that this dedication is reflected in our excellent rating on TrustPilot. We’ve always been unapologetically honest with our customers, and value the same in return. Their feedback helps us shape what we build, so we can provide a bank fit for today, and for the future. We’re not the new kids on the block though - we’ve been a pioneering force in finance for 16 years. In 2005, we built the first ever peer-to-peer (P2P) lending company, giving our customers access to loans built for real-life and intelligent investments backed by cutting-edge tech. In 2020, we launched Zopa Bank, meaning we could offer more – like fixed term savings backed by FSCS protection and a credit card to help customers take control of their finances. We’ve lent out over £6 billion and are proud to have made money work better for over half a million people across the UK, whether they were looking to borrow or save.
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