At a Glance
- Tasks: Lead a dynamic complaints team and drive improvements in customer experience.
- Company: Join Zopa, a pioneering fintech redefining banking with a people-first approach.
- Benefits: Flexible working, competitive salary, and the chance to work abroad for up to 120 days a year.
- Other info: Be part of a diverse team that values innovation and collaboration.
- Why this job: Make a real impact in finance by transforming how we handle customer complaints.
- Qualifications: Experience in managing complaints teams within fintech or financial services is essential.
The predicted salary is between 50000 - 65000 £ per year.
Our Story
Hello there. We’re Zopa.
We started our journey back in 2005, building the first ever peer-to-peer lending company.
Fast forward to 2020 and we launched Zopa Bank.
A bank that listens to what our customers don’t like about finance and does the opposite.
We’re redefining what it feels like to work in finance.
Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward.
Find out more about our fantastic offerings at
Zopa. com !
We’re incredibly proud of our achievements and none of it would be possible without the amazing team here.
It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.
If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count.
Want to see us in action?
Follow us on Instagram @zopalife
We’re looking for a Complaints Manager to lead the day-to-day delivery of Zopa’s complaints function and DSAR activity.
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.
A day in the life
- 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.
About you
- 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.
At Zopa we value flexible ways of working.
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 Statement
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 made up of Zopians wanting to make a difference and we 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.
Our approach to AI in interviews
At Zopa, AI isn't something we're testing out — it's part of how we work every day. As a proud partner of
Jobs 2030 , we're committed to building AI fluency across our workforce, and we expect Zopians to use AI as part of how they do their jobs.
Because of that, we want to be transparent about how we think about AI use during our hiring process.
Behavioural and competency-based interviews : please don't use AI.
These conversations are designed to understand you — your experiences, your judgment, and how you've approached real situations.
An AI-generated answer can't tell us that.
What it can do is get in the way of us finding out whether we're the right fit for each other.
Technical interviews
it depends on the role.
Some technical stages actively welcome AI use, others don't.
Your Talent Partner will let you know what's expected at each stage.
Where AI is part of the assessment, we'll be interested not just in the outcome, but in how you used it – the tools you chose, your reasoning, and the decisions you made along the way.
Complaints Manager in London employer: Zopa
At Zopa, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As a Remote Auto Account Manager in the North East, you'll benefit from flexible working arrangements, comprehensive training programmes, and ample opportunities for career advancement, all while contributing to a pioneering company in the fintech space.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Manager in London
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Zopa. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Complaints Manager in London
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Zopa.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Zopa's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Zopa
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Zopa.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Zopa will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Zopa employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
