Senior Complaints Manager

Role Overview

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 that lessons learned from complaints improve how Zopa is built and run. This senior role has real influence, working closely with Product, Risk, Credit, Legal and Operations, and representing Complaints in senior forums where decisions are made. You will own complaints across our banking and lending products, including auto finance.

Team and Operational Leadership

• 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.
• Ensure 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 ensure they’re addressed before they become problems.
• Maintain strong controls and readiness 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.

Qualifications

• 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.
• Ability 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.

Working Arrangements

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, Equity and Inclusion

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 of Zopians wanting to make a difference, and 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, analysing 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.