Zopa
Finance
SeniorComplaintsManager
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Complaints Manager at Zopa. Skills: Complaints management, Regulatory compliance, Team leadership, Data-driven change, Stakeholder influence. Lead, develop and performance manage a team of complaint handlers and managers. Create a culture of accountability, sound judgement and high-quality decision-making”
What You'll Achieve.
Help the business learn from what complaints are telling it; Make sure what we learn from complaints actually improves how Zopa is built and run; Ensure consistency and good customer outcomes; Ensure our outcomes are fair, consistent, and defensible; Support root cause fixes; Ensure repeat issues stop
Industry & Context.
Exercise sound judgement on difficult cases; Make informed, balanced and complex decisions; Make the call on cases that are high impact, sensitive, or genuinely ambiguous; Use complaints data to identify where things are going wrong for customers; Support root cause fixes; Ensure repeat issues stop
Work from abroad for up to 120 days a year
What They're Looking For.
Must Have
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
Nice to Have
AI-assisted complaint handling or automation
What You'll Do.
develop and performance manage a team of complaint handlers and managers
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
Support and guide the team on difficult cases
Set the approach for handling escalated regulatory and FOS complaints end to end including DSARs
Make the call on cases that are high impact
or genuinely ambiguous
Keep close to FOS decisions and trends
and adjust our approach when needed
Ensure our outcomes are fair
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
Work closely with Product
Legal and Operations to support root cause fixes
Partner with relevant teams to ensure actions land and repeat issues stop
Own how we report on complaints outcomes
and key risks to senior leadership
Call out risks early and make sure they’re addressed
Keep our controls and make sure we’re ready for audit or regulatory review
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
and risk decisions are made
Balance what’s right for customers with business and risk priorities
How You'll Work.
Team & Collaboration
Work with Product, Risk, Credit, Legal and Operations; Represent Complaints in senior forums; Partner with relevant teams to ensure actions land and repeat issues stop; 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
Communication Scope
Communicate risks early; Turn data into clear, actionable insight; Represent Complaints in senior forums
Process & Methodology
Own the end-to-end complaints process, Define and maintain handling procedures, quality frameworks and controls, Support complaints-driven change, Drive decisions and change in areas you don’t directly own
Full Job Description
## 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 Zopa has a wide-ranging complaints function spanning current accounts, consumer lending, auto finance, FOS escalations and a growing AI-assisted case-handling programme. It’s a genuinely complex environment that needs someone who can lead a team, exercise sound judgement on difficult cases, and help the business learn from what complaints are telling it. 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 prod
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