At a Glance
- Tasks: Lead the complaints operation and drive transformation in a digital bank.
- Company: Join Zopa, a pioneering bank redefining finance with a people-first approach.
- Benefits: Flexible working, hybrid model, and the option to work abroad for 120 days a year.
- Other info: Diverse workplace culture with opportunities for personal and professional growth.
- Why this job: Make a real impact by improving customer trust and shaping AI-enabled processes.
- Qualifications: Proven leadership in complaints within financial services and strong decision-making skills.
The predicted salary is between 75600 - 92400 £ per year.
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
Complaints is a high-impact, multi-product function 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 make sure the lessons from complaints lead to real improvements.
The team is entering an exciting transformation phase.
We are building an AI-enabled operating model that improves how information is gathered, cases are handled and insight is used, while retaining the human judgement needed for fair customer outcomes.
- A Day In The Life
- Own the end-to-end complaints operation across a complex, multi-product digital bank.
- Set high standards for customer outcomes, quality, consistency and regulatory control.
- Lead the team through a significant change journey, building engagement and capability as ways of working evolve.
- Shape the safe use of AI and automation across information gathering, triage, quality assurance and insight.
- Use data, forecasting and capacity planning to improve performance and scale efficiently.
- Support sound judgement on sensitive, complex and high-impact cases.
- Represent the function credibly in senior forums and with external regulatory stakeholders.
- Develop a high-performing leadership team with clear expectations and accountability.
- Balance innovation with the rigour needed for fair, defensible customer outcomes.
About You
- Bring proven complaints-function leadership experience within financial services.
- Apply FCA DISP, Consumer Duty and Financial Ombudsman Service requirements confidently in a live operational setting.
- Lead teams across multiple complaint products, complex cases and competing priorities.
- Make thoughtful, customer- centred decisions where conduct risk or significant customer detriment is involved.
- Use operational data and insight to improve performance and prevent repeat customer issues.
- Build effective controls, quality frameworks and regulatory reporting.
- Influence senior stakeholders and drive change outside your direct line of control.
- Lead people through ambiguity, change and heightened performance expectations.
- Communicate with clarity, credibility and sound judgement in senior and regulatory forums.
- Bring a curious, practical and collaborative approach to AI-enabled transformation.
- Added Bonus
- Experience in a high -growth, digitally led bank or fintech.
- Direct current-account complaints experience.
- Experience of auto complaints or discretionary commission redress.
- Evidence of implementing AI, automation or technology-led process change.
- Experience redesigning an operating model for greater productivity and capability.
- A track record of building effective root-cause analysis partnerships with Product or Customer Experience teams.
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!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.
- 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.
Our approach to AI in interviews
At Zopa, AI isn’t something we’re testing out — it’s part of how we work every day.
As a proud partner of Jobs 2030 , we’re committed to building AI fluency across our workforce, and we expect Zopians to use AI as part of how they do their jobs.
Because of that, we want to be transparent about how we think about AI use during our hiring process.
Behavioural and competency-based interviews please don’t use AI .
These conversations are designed to understand you — your experiences, your judgment, and how you’ve approached real situations.
An AI-generated answer can’t tell us that.
What it can do is get in the way of us finding out whether we’re the right fit for each other.
Technical interviews it depends on the role.
Some technical stages actively welcome AI use, others don’t.
Your Talent Partner will let you know what’s expected at each stage.
Where AI is part of the assessment, we’ll be interested not just in the outcome, but in how you used it – the tools you chose, your reasoning, and the decisions you made along the way.
#J-18808-Ljbffr
Head of Complaints in London employer: CCMA - Call Centre Management Association
The CCMA is an exceptional employer that champions a collaborative and supportive work culture, allowing Engagement Managers to thrive in a flexible, home-based environment. With a strong focus on professional development and meaningful engagement within the contact centre industry, employees benefit from networking opportunities, access to exclusive resources, and a chance to make a significant impact on the industry's future. Join us to be part of a passionate team dedicated to transforming perceptions and driving success for contact centre leaders across the UK.
Contact Details:
CCMA - Call Centre Management Association Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Complaints in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CCMA - Call Centre Management Association. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CCMA - Call Centre Management Association before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Complaints in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CCMA - Call Centre Management Association:Your cover letter is your chance to shine! Tell us why you want to work at CCMA - Call Centre Management Association specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CCMA - Call Centre Management Association!
How to prepare for a job interview at CCMA - Call Centre Management Association
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
