Complaints Manager in City of Westminster

• Lead operational delivery across the complaints function, balancing volume, quality, risk and team morale.
• Manage, coach and develop Complaints Team Leaders, setting clear expectations and addressing performance issues promptly.
• Act as the escalation point for complex, sensitive or high-impact complaints.
• Make fair, evidence-based decisions that are consistent with FCA DISP, Consumer Duty, GDPR and FOS expectations.
• Ensure complaint controls, quality frameworks and processes remain current and audit-ready.
• Use complaint data and root-cause analysis to identify systemic issues and drive improvements.
• Partner with Product, Risk, Compliance, Legal, Credit and Operations to resolve recurring customer issues.
• Identify opportunities to use AI responsibly across complaint handling, triage and quality assurance.
• Communicate complaint trends, emerging risks and regulatory changes to senior stakeholders.
• Experience managing a complaints team, ideally within fintech, banking or financial services.
• Hands-on experience with current accounts or consumer lending products.
• Strong knowledge of FCA DISP, Consumer Duty and consumer credit regulation.
• Good understanding of the FOS complaints process.
• Experience personally managing complex or escalated complaints.
• A strong track record of using complaint data to identify trends and improve processes.
• Confident making decisions with significant customer, regulatory and business impact.
• Strong people leadership, coaching and stakeholder management skills.
• A clear and empathetic communicator.

Bonus points for:

• Experience using AI or automation within complaints.
• Experience building or recruiting a complaints team.
• Experience working within a scaling fintech or digital bank.

Reporting to the Head of Complaints, you'll lead a team of Complaints Team Leaders and oversee the wider complaint-handling operation. You'll be responsible for performance, quality, regulatory compliance and team development, while ensuring insights from complaints drive meaningful improvements across Zopa.