Complaints Manager

About this role

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.