Head of Complaints & Customer Trust

Zopa; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

Zopa in London is seeking a Head of Complaints to lead end-to-end investigations and drive improvements across a multi-product digital bank. You’ll steer complex cases, set customer-first standards and shape the function to deliver fair outcomes within regulatory expectations.

Apply FCA DISP and Consumer Duty with confidence, and partner across Product, Operations and Risk to translate insights into action.

Qualifications

• Proven complaints-function leadership 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.

Responsibilities

• 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.
• 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.

Job description

Zopa in London is seeking a Head of Complaints to lead end-to-end investigations and drive improvements across a multi-product digital bank. You’ll steer complex cases, set customer-first standards and shape the function to deliver fair outcomes within regulatory expectations.

Apply FCA DISP and Consumer Duty with confidence, and partner across Product, Operations and Risk to translate insights into action.