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Zopa is a digital bank founded in 2005 as the first peer-to-peer lending platform, now offering a full suite of banking products. The company has been recognized as one of the UK's Most Loved Workplaces and is known for its customer-centric approach to financial services.
The Complaints function is a high-impact, multi-product operation 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 ensure that lessons from complaints drive real improvements. The team is entering an exciting transformation phase, building an AI-enabled operating model that improves information gathering, case handling, and insight generation while retaining human judgment for fair customer outcomes.
As Head of Complaints, you will own the end-to-end complaints operation across a complex, multi-product digital bank. You will set the direction for the function, lead its people and controls, and build trusted relationships across Zopa to solve the issues behind complaints. Key responsibilities include:
• Setting high standards for customer outcomes, quality, consistency, and regulatory control
• Leading the team through significant change, building engagement and capability as ways of working evolve
• Shaping the safe use of AI and automation across information gathering, triage, quality assurance, and insight
• Using data, forecasting, and capacity planning to improve performance and scale efficiently
• Supporting sound judgment on sensitive, complex, and high-impact cases
• Representing the function credibly in senior forums and with external regulatory stakeholders
• Developing a high-performing leadership team with clear expectations and accountability
• Balancing innovation with the rigor needed for fair, defensible customer outcomes
This is a hybrid role requiring 2-3 days per week in the London office, with the option to work from abroad for up to 120 days per year (subject to work authorization).
REQUIREMENTS:
• Proven complaints-function leadership experience within financial services
• Confident application of FCA DISP, Consumer Duty, and Financial Ombudsman Service requirements in a live operational setting
• Experience leading teams across multiple complaint products, complex cases, and competing priorities
• Strong stakeholder management and ability to influence across Product, Operations, Risk, Legal, and Compliance functions
• Experience implementing AI, automation, or technology-led process change
• Experience redesigning an operating model for greater productivity and capability
• Track record of building effective root-cause analysis partnerships with Product or Customer Experience teams
