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:
- 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.
- 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.
- 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.
- 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.
- 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.
Team and operational leadership
Escalated, complex and FOS complaints
Supporting complaints-driven change
Insight and risk
Cross-business influence
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
Skills Required
- 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 product or process change
- Confident making difficult decisions with 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
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.
