Head of Complaints

Zopa; London (KY); On-site; USD 120,000 - 180,000; Full time

Job summary

Zopa is seeking a strategic Head of Complaints to lead a high-impact, multi-product function at the heart of customer trust. You’ll set direction, govern processes and align teams across Product, Operations, Risk, Legal and Compliance.

The role drives an AI-enabled transformation, improving how information is gathered, cases are handled and insights lead to fair customer outcomes.

Responsibilities

• As Head of Complaints, you will set the direction for the function, lead its people and controls.
• Build trusted relationships across Zopa to solve the issues behind the complaints we receive.

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.

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.