At a Glance
- Tasks: Lead a team to manage complex complaints and drive improvements in customer experience.
- Company: Join Zopa, a pioneering bank redefining finance with a customer-first approach.
- Benefits: Enjoy flexible working, competitive salary, and opportunities for professional growth.
- Other info: Work in a diverse environment that values collaboration and innovation.
- Why this job: Make a real impact by shaping how we handle customer complaints and improve our services.
- Qualifications: Experience in complaints management within retail banking or fintech is essential.
The predicted salary is between 60000 - 75000 £ per year.
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.
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 set the standard for how we handle our most complex and high‑risk cases especially those that go to the Financial Ombudsman Service and ensure 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 are made. You’ll own complaints across our banking and lending products, including auto finance.
A Day In The Life
- Lead, develop and performance manage a team of complaint handlers and managers, setting clear expectations on quality, conduct and performance.
- 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 across the function.
- Support and guide the team on difficult cases, ensuring consistency and good customer outcomes.
Escalated, complex and FOS complaints
- Help set the approach for handling escalated regulatory and FOS complaints end to end including DSARs.
- Make the call on cases that are high impact, sensitive, or genuinely ambiguous.
- Keep close to FOS decisions and trends, and adjust our approach when needed.
- Make sure our outcomes are fair, consistent, and defensible internally and to regulators.
- Own our alignment with FCA DISP, Consumer Duty and conduct standards.
Supporting complaints‑driven change
- Use complaints data to identify where things are going wrong for customers.
- Prioritise by customer impact and risk, not just volume.
- Work closely with Product, Risk, Credit, Legal and Operations to support root‑cause fixes.
- Partner with the relevant teams to ensure actions land and repeat issues stop.
Insight and risk
- Own how we report on complaints outcomes, FOS results, and key risks to senior leadership.
- Turn data into clear, actionable insight, not just dashboards.
- Call out risks early and make sure they’re addressed before they become problems.
- Keep our controls strong and make sure we’re ready for audit or regulatory review at any point.
Cross‑business influence
- 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.
- Balance what’s right for customers with business and risk priorities and know when to push back.
About You
- 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.
At Zopa we value flexible ways of working. We value face‑to‑face collaboration and a good work‑life balance. This hybrid role requires you to come to our London office 2‑3 days a week. You’ll also have the option of working from abroad for up to 120 days a year, subject to having the right to work in the country of choice.
Diversity Statement
Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Senior Complaints Manager employer: Augmentum Fintech
At Zopa, we pride ourselves on being an exceptional employer that champions a culture of collaboration, accountability, and innovation. Our hybrid work model allows for flexibility while fostering face-to-face interactions in our vibrant London office, where diverse perspectives are celebrated. With ample opportunities for professional growth and a commitment to using insights from complaints to drive meaningful change, Zopa is the ideal place for those looking to make a real impact in the finance sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Complaints Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the finance sector, especially those who know Zopa. A friendly chat can open doors and give you insider info that could make all the difference.
✨Tip Number 2
Prepare for the interview by diving deep into Zopa's values and mission. Show us how your experience aligns with our vision of putting people front and centre in finance. We love candidates who resonate with our culture!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've handled complex complaints or led teams. We want to hear about your successes and how you’ve made a real impact in your previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re genuinely interested in being part of the Zopa family.
We think you need these skills to ace Senior Complaints Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Complaints Manager role. Highlight your relevant experience in complaints management, especially in retail banking or fintech, and show us how you can lead a team effectively.
Showcase Your Decision-Making Skills:We want to see how you handle complex cases! Include examples of difficult decisions you've made in the past, particularly those with regulatory implications. This will help us understand your judgement and approach to high-stakes situations.
Demonstrate Your Collaborative Spirit:Zopa thrives on teamwork, so let us know how you've built relationships across different departments. Share instances where you've influenced change without direct authority, as this is key for the role.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Augmentum Fintech
✨Know Your Complaints Inside Out
Make sure you’re well-versed in the complaints process, especially regarding FOS and FCA regulations. Brush up on Zopa's specific complaints handling procedures and be ready to discuss how you would approach complex cases.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in a complaints environment. Highlight your experience in developing team members and creating a culture of accountability and high-quality decision-making.
✨Data-Driven Insights Matter
Be ready to talk about how you’ve used complaints data to drive change in previous roles. Think of specific instances where your insights led to improvements in processes or products, and how you prioritised customer impact.
✨Build Relationships Across Teams
Demonstrate your ability to influence and collaborate with various departments. Prepare examples of how you’ve worked with Product, Risk, and Legal teams to resolve issues and implement changes based on complaints feedback.
