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Zopa is a fintech bank founded in 2005 as the first peer-to-peer lending platform, now operating as a full digital bank. This role leads the day-to-day delivery of Zopa's complaints function and DSAR (Data Subject Access Request) activity.
You will report to the Head of Complaints and manage a team of Complaints Team Leaders, overseeing the wider complaint-handling operation. Your responsibilities include:
• Lead operational delivery across the complaints function, balancing volume, quality, risk and team morale
• Manage, coach and develop Complaints Team Leaders, setting clear expectations and addressing performance issues
• Act as the escalation point for complex, sensitive or high-impact complaints
• Make fair, evidence-based decisions consistent with FCA DISP, Consumer Duty, GDPR and FOS expectations
• Ensure complaint controls, quality frameworks and processes remain current and audit-ready
• Use complaint data and root-cause analysis to identify systemic issues and drive improvements
• Partner with Product, Risk, Compliance, Legal, Credit and Operations to resolve recurring customer issues
• Identify opportunities to use AI responsibly across complaint handling, triage and quality assurance
• Communicate complaint trends, emerging risks and regulatory changes to senior stakeholders
The role is hybrid, requiring 2-3 days per week in the London office. Zopa offers flexible working arrangements, including the option to work from abroad for up to 120 days per year (subject to work authorization).
Zopa is a rapidly scaling fintech with nearly 50 nationalities represented in its workforce. The company has been recognized as one of the UK's Most Loved Workplaces and emphasizes a culture where employees can bring their full selves to work.
REQUIREMENTS:
• Experience managing a complaints team, ideally within fintech, banking or financial services
• Hands-on experience with current accounts or consumer lending products
• Strong knowledge of FCA DISP, Consumer Duty and consumer credit regulation
• Good understanding of the FOS (Financial Ombudsman Service) complaints process
• Experience personally managing complex or escalated complaints
• Strong track record of using complaint data to identify trends and improve processes
• Confident making decisions with significant customer, regulatory and business impact
• Strong people leadership, coaching and stakeholder management skills
• Clear and empathetic communication abilities
BONUS EXPERIENCE:
• Experience using AI or automation within complaints
• Experience building or recruiting a complaints team
• Experience working within a scaling fintech or digital bank
