Complaints Manager

Zopa; London (KY); On-site; USD 57,000 - 81,000; Full time

Job summary

Zopa is redefining approachable banking with a focus on customer-centric service excellence. We are seeking a Complaints Manager to lead the day-to-day complaints function and DSAR activity, reporting to the Head of Complaints.

You will manage a team, ensure regulatory compliance, and drive improvements across the business. The role requires strong people leadership, a deep understanding of regulatory requirements, and a passion for delivering quality customer outcomes in a fast-paced

Qualifications

• Experience leading a complaints function or DSAR operations.
• Strong understanding of regulatory requirements and quality standards.
• Proven ability to manage and develop a high-performing team.

Responsibilities

• Lead the day-to-day delivery of Zopa's complaints function and DSAR activity.
• Oversee Complaints Team Leaders and the wider complaint-handling operation.
• Ensure performance, quality, regulatory compliance and team development.
• Drive meaningful improvements across Zopa from insights learned in complaints.

Skills

Regulatory compliance

People management

Stakeholder communication

Process improvement

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

We’re looking for a Complaints Manager to lead the day-to-day delivery of Zopa’s complaints function and DSAR activity. Reporting to the Head of Complaints, you’ll lead a team of Complaints Team Leaders and oversee the wider complaint-handling operation. You’ll be responsible for performance, quality, regulatory compliance and team development, while ensuring insights from complaints drive meaningful improvements across Zopa.