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- Tasks: Lead a team managing complex complaints and drive improvements across the organisation.
- Company: Join Zopa, a forward-thinking financial services company focused on customer satisfaction.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on accountability and high-quality decision-making.
- Why this job: Make a real impact by shaping how we handle customer complaints and improve our services.
- Qualifications: Experience in complaints management and strong knowledge of FCA regulations required.
The predicted salary is between 60000 - 75000 ÂŁ per year.
Zopa has a wide‑range complaints function spanning current accounts, consumer lending, auto finance, FOS escalations and a growing AI‑assisted case‑handling programme. This senior role leads a complaints management team, owns the end‑to‑end complaints process and makes complex decisions. Reporting to the Head of Complaints, the role sets the standard for handling the most complex and high‑risk cases and ensures lessons from complaints improve how Zopa is built and run.
- 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, adjusting our approach when needed.
- Ensure outcomes are fair, consistent and defensible internally and to regulators.
- Own alignment with FCA DISP, Consumer Duty and conduct standards.
Supporting complaints‑driven change:
- Use complaints data to identify where things go 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 relevant teams to ensure actions land and repeat issues stop.
Insight and risk:
- Own reporting on complaints outcomes, FOS results and key risks to senior leadership.
- Turn data into clear, actionable insight rather than just dashboards.
- Call out risks early and address them before they become problems.
- Keep controls strong and be ready 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 is best for customers with business and risk priorities, knowing when to push back.
Qualifications:
- 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 in making difficult decisions with genuine regulatory and customer consequences.
- Able 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.
Subject to having the right to work in the country of choice.
Senior Complaints Manager employer: Zopa Ltd
Contact Detail:
Zopa Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Complaints Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to complaints management. We recommend role-playing with a friend or using mock interview tools to boost your confidence.
✨Tip Number 3
Showcase your expertise! Bring examples of how you've handled complex complaints or improved processes in previous roles. This will demonstrate your ability to make sound decisions and drive change.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Senior Complaints Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with complaints management and regulatory frameworks. We want to see how your background aligns with the responsibilities outlined in the job description.
Showcase Your Leadership Skills: Since this role involves leading a team, don’t forget to mention your experience in developing and managing teams. Share specific examples of how you've created a culture of accountability and high-quality decision-making.
Highlight Your Analytical Skills: We’re looking for someone who can turn data into actionable insights. Include examples of how you’ve used complaints data to drive product or process changes in your previous roles.
Apply Through Our Website: To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to see your application and get you on the path to joining our team!
How to prepare for a job interview at Zopa Ltd
✨Know Your Complaints Inside Out
Make sure you have a solid understanding of the complaints process, especially in relation to FOS and FCA DISP regulations. Brush up on your knowledge of consumer lending and current accounts, as well as any recent changes in legislation that could impact the role.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading and developing teams. Think about specific situations where you set clear expectations, managed performance, or created a culture of accountability. Be ready to discuss how you’ve influenced change in a complaints environment.
✨Data-Driven Decision Making
Be prepared to talk about how you've used complaints data to drive improvements. Have examples ready that demonstrate your ability to turn data into actionable insights and how you prioritised customer impact over volume in past roles.
✨Build Relationships and Influence
Think about how you’ve built trusted relationships across different teams and influenced senior stakeholders. Prepare to discuss instances where you balanced customer needs with business priorities, and how you’ve driven decisions in areas outside your direct control.