Complaints Manager

• Join Zopa, the UK digital bank that built the world’s first peer-to-peer lending company, in a permanent hybrid role in London. • Lead the day-to-day delivery of Zopa’s complaints function and DSAR activity. • Report to the Head of Complaints and lead a team of Complaints Team Leaders. • Take responsibility for performance, quality, regulatory compliance and team development. • Make sure insights from complaints drive meaningful improvements across Zopa. • Visit the London office 2 days a week.

• Bring experience managing a complaints team, ideally within fintech, banking or financial services. • Show hands-on experience with current accounts or consumer lending products. • Bring strong knowledge of FCA DISP, Consumer Duty and consumer credit regulation. • Understand the Financial Ombudsman Service complaints process well. • Show experience personally managing complex or escalated complaints. • Demonstrate a strong track record of using complaint data to spot trends and improve processes. • Make confident decisions with significant customer, regulatory and business impact. • Bring strong people leadership, coaching and stakeholder management skills. • Communicate clearly and with empathy. • Commute to the London office 2 days a week.

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

• Lead operational delivery across the complaints function, balancing volume, quality, risk and team morale. • Manage, coach and develop Complaints Team Leaders, addressing performance issues promptly. • Act as the escalation point for complex, sensitive or high-impact complaints. • Make fair, evidence-based decisions in line with FCA DISP, Consumer Duty, GDPR and FOS expectations. • Keep complaint controls, quality frameworks and processes current and audit-ready. • Identify systemic issues through complaint data and root-cause analysis, and drive improvements. • Partner with Product, Risk, Compliance, Legal, Credit and Operations to resolve recurring customer issues. • Find responsible ways to use AI across complaint handling, triage and quality assurance. • Communicate complaint trends, emerging risks and regulatory changes to senior stakeholders.

• Work in a hybrid setup with 2 days a week in the London office. • Work from abroad for up to 120 days a year, subject to having the right to work in that country. • Enjoy a culture that values good work-life balance and flexible ways of working. • Get everything you need to thrive at work and at home from day one. • Join one of the UK’s top three Most Loved Workplaces. • Help shape how AI is used responsibly in complaint handling. • Request reasonable adjustments during the hiring process.

Zopa launched in 2005 as the world’s first peer-to-peer lending company and went on to launch Zopa Bank in 2020. The bank sets out to do the opposite of what customers dislike about traditional finance, putting people at the centre of its products. Zopa has won multiple industry awards, employs people from nearly 50 nationalities, and has been named among the UK’s top three Most Loved Workplaces.