Zopa
FinTech
SeniorComplaintsManager
“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
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