Head of Complaints

CCMA - Call Centre Management Association; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

Zopa is seeking a senior leader to head complaints across its multi-product digital bank. You will set standards for customer outcomes, quality, and regulatory controls while guiding a growing team through a major transformation.

You will steer the integration of AI-enabled processes, use data to forecast demand, and ensure sound judgement on complex cases. This role combines strategic influence with hands-on leadership in a dynamic fintech environment.

Qualifications

• Proven complaints-function leadership within financial services.
• Confidently apply FCA DISP, Consumer Duty and FOS in live ops.
• Lead teams across multiple complaint products and priorities.
• Make thoughtful customer-centered decisions balancing conduct risk.
• Use operational data to improve performance and prevent issues.
• Build controls, quality frameworks and regulatory reporting.
• Influence senior stakeholders and drive change beyond span.
• Lead through ambiguity, change and high performance expectations.
• Communicate clearly with credibility in senior/regulatory forums.
• Bring curious, practical approach to AI-enabled transformation.

Responsibilities

• Own 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.

Skills

Complaints leadership

FCA requirements

Multi-product leadership

Conduct risk awareness

Operational data insights

Regulatory reporting

Stakeholder engagement

Change leadership

Clear communication

AI transformation

Job description

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

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.

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.