At a Glance
- Tasks: Lead the complaints operation in a dynamic digital bank and drive impactful change.
- Company: Join a high-growth digital bank focused on innovation and customer satisfaction.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and team engagement.
- Why this job: Shape the future of customer service while utilising cutting-edge AI technology.
- Qualifications: Proven leadership in complaints management within financial services is essential.
The predicted salary is between 75600 - 92400 £ per year.
- 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
- #J-18808-Ljbffr
Head of Complaints in London 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.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Complaints in London
✨Tip Number 1: Tap Into Professional Networks
The finance world loves a good connection, so jump into industry-specific groups on platforms like LinkedIn where you can find discussions on financial controlling. Engaging in these communities can expose you to hidden job leads that aren't openly advertised!
✨Tip Number 2: Attend Finance Events and Conferences
Make it a mission to attend finance-related events and conferences, even virtual ones! This is a golden opportunity to network face-to-face with people from companies like Jobtailor. You never know who might be your next boss or a crucial contact!
✨Tip Number 3: Showcase Your Expertise
Consider writing articles or sharing insights related to financial controlling or industry trends. Publish these on platforms like LinkedIn to establish yourself as a knowledgeable player in the field. This not only increases your visibility but also catches the attention of recruiters from Jobtailor.
✨Tip Number 4: Apply Directly on Company Websites
Since you're going for a full-time gig, don't forget to keep an eye on the careers page of companies you're interested in, like Jobtailor. Many companies prefer candidates who apply through their website as it shows genuine interest and makes your application stand out!
We think you need these skills to ace Head of Complaints in London
Some tips for your application 🫡
Show Off Your Numbers Game:In financial controlling, detail is everything! Make sure your CV showcases your proficiency with numbers—highlight any relevant experience in budgeting, forecasting, or working with financial software. Quantifying your past achievements will make you stand out, so don’t be shy about flaunting those impressive percentages or cost savings you've implemented.
Tailored Cover Letter is Key:Your cover letter is a chance to shine, especially for a full-time role. Use it to express your genuine interest in Jobtailor and the specific impact you hope to make in financial controlling. Mention any relevant qualifications or experiences that align with the company’s goals, and don’t forget to show that you're ready for a long-term commitment!
Certifications Matter:List relevant certifications such as ACCA or CIMA on your CV. These qualifications not only showcase your dedication to the field but also your technical competence in financial principles. If you have any ongoing training or courses, make sure to mention those as well to demonstrate your commitment to continual learning in financial controlling.
Don’t Overlook Soft Skills:While numbers are crucial, so are those soft skills! Financial controllers need strong communication and analytical reasoning abilities. We recommend embedding examples of these skills in your CV and cover letter, like how you’ve successfully delivered financial reports to stakeholders or collaborated with teams to improve processes. Let’s show Jobtailor how you can be a team player!
How to prepare for a job interview at Jobtailor
✨Brush Up on Technical Skills
Make sure you're comfortable with key financial concepts, especially around forecasting, budgeting, and variance analysis. Sometimes, interviewers may throw in technical questions or case studies, so practicing these types of scenarios will help you shine!
✨Showcase Your Financial Acumen
If you've had experience with specific financial software like SAP or Oracle, make it known! Be ready to discuss how you used these tools to improve processes or reporting, as this hands-on knowledge can really set you apart in a full-time role with Jobtailor.
✨Know Your Numbers
In full-time interviews, especially in financial controlling, be prepared for numerical reasoning tests or questions. Brush up on your mental maths and understand how to interpret and analyse financial statements on the spot, as this may come up during the assessment.
✨Connect with Company Goals
Familiarise yourself with Jobtailor's financial objectives and any recent developments. During the interview, try to weave your understanding of their business model and challenges into your answers—this shows your genuine interest and alignment with their goals!
