Zopa
FinTech
SeniorComplaintsManager
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“Senior Complaints Manager at Zopa. Skills: Complaints management, Regulatory compliance, Team leadership. Lead complaint handlers. Develop complaint handlers”
What You'll Achieve.
Ensure good customer outcomes; Ensure fair outcomes; Ensure consistent outcomes; Ensure defensible outcomes
Industry & Context.
Sound judgement; Complex decision making; Root cause analysis
What They're Looking For.
Must Have
5+ years complaints experience, Experience working with FOS, Experience working with FCA, Experience leading teams
Nice to Have
Background in conduct risk, Background in remediation, Background in complaints policy, Exposure to AI-assisted complaint handling, Exposure to automation
What You'll Do.
Lead complaint handlers
Develop complaint handlers
Performance manage complaint handlers
Set expectations on quality
Set expectations on conduct
Set expectations on performance
Create accountability culture
Create sound judgement culture
Create high-quality decision-making culture
Own end-to-end complaints process
Handle escalated cases
Define handling procedures
Maintain quality frameworks
Support team on difficult cases
Ensure good customer outcomes
Set approach for regulatory complaints
Set approach for FOS complaints
Make calls on high impact cases
Make calls on sensitive cases
Make calls on ambiguous cases
Keep close to FOS decisions
Keep close to FOS trends
Ensure consistent outcomes
Ensure defensible outcomes
Own alignment with FCA DISP
Own alignment with Consumer Duty
Own alignment with conduct standards
Identify where things go wrong
Prioritise by customer impact
Support root cause fixes
Ensure repeat issues stop
Report on complaints outcomes
Report on FOS results
Turn data into insight
Prepare for regulatory review
Build trusted relationships
Represent Complaints in forums
Balance customer needs
Balance business priorities
Balance risk priorities
Push back when needed
How You'll Work.
Team & Collaboration
Work with Product; Work with Risk; Work with Credit; Work with Legal; Work with Operations; Represent Complaints in forums
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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