- Own the end-to-end complaints operation across a complex, multi-product digital bank
- Set standards for customer outcomes, quality, consistency and regulatory control
- Lead the team through a significant change journey, building engagement and capability
- 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 in senior forums and with external regulatory stakeholders
- Develop a high-performing leadership team with clear expectations and accountability
- Balance innovation with rigour for fair, defensible customer outcomes
- Set the direction for the complaints function, lead its people and controls, and build trusted relationships across Zopa
- Collaborate with Product, Operations, Risk, Legal and Compliance to turn complaint lessons into improvements
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
- Ability to lead teams across multiple complaint products, complex cases and competing priorities
- Ability to make customer-centred decisions involving conduct risk or significant customer detriment
- Ability to use operational data and insight to improve performance and prevent repeat customer issues
- Experience building controls, quality frameworks and regulatory reporting
- Ability to influence senior stakeholders and drive change outside direct line of control
- Ability to lead people through ambiguity, change and heightened performance expectations
- Clear, credible communication and sound judgement in senior and regulatory forums
- Curious, practical and collaborative approach to AI-enabled transformation
- Added bonus: experience in a high-growth, digitally led bank or fintech
- Added bonus: direct current-account complaints experience
- Added bonus: experience of auto complaints or discretionary commission redress
- Added bonus: evidence of implementing AI, automation or technology-led process change
- Added bonus: experience redesigning an operating model for greater productivity and capability
- Added bonus: track record of building root-cause analysis partnerships with Product or Customer Experience teams
- Right to work in the country of choice for working abroad
Core Competencies
Demonstrates expertise in leading complaints operations within financial services, focusing on regulatory compliance, quality assurance, and customer outcomes. Proven ability to drive change, build high-performing teams, and leverage data for operational improvements.
Highest-signal resume keywords
- Complaints-Function Leadership Experience
- FCA DISP Compliance
- Operational Data Analysis
- Stakeholder Influence
- AI-Enabled Transformation
Hard Skills
- Regulatory Reporting
- Quality Frameworks
- Root-Cause Analysis
- Capacity Planning
- Change Management
Soft Skills
- Clear Communication
- Judgement in Senior Forums
- Collaborative Approach
- Engagement Building
- Decision-Making
Industry Keywords
- Financial Services
- Consumer Duty
- Financial Ombudsman Service
- Conduct Risk
- High-Growth Bank
Tools & Technologies
- AI Automation
- Digital Banking Platforms
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Head of Complaints employer: Jobtailor
As a Client Services Coordinator at our dynamic company, you will thrive in a supportive work culture that prioritises employee growth and development. We offer comprehensive training, opportunities for advancement, and a collaborative environment where your contributions are valued. Located in a vibrant area, our team enjoys a healthy work-life balance and the chance to engage with diverse clients, making every day rewarding and meaningful.
