Head of Complaints

• 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 Complaints, a high-impact, multi-product function at the heart of customer trust. • Set the direction for the function and lead its people and controls through a major transformation. • Build an AI-enabled operating model while keeping the human judgement needed for fair customer outcomes. • Work closely with Product, Operations, Risk, Legal and Compliance to fix the issues behind complaints. • Represent the function in senior forums and with external regulatory stakeholders.

• Bring proven experience leading a complaints function within financial services. • Apply FCA DISP, Consumer Duty and Financial Ombudsman Service requirements confidently in a live operational setting. • Lead teams across multiple complaint products, complex cases and competing priorities. • Make thoughtful, customer-centred decisions where conduct risk or significant customer detriment is involved. • Use operational data and insight to improve performance and prevent repeat customer issues. • Build effective controls, quality frameworks and regulatory reporting. • Influence senior stakeholders and drive change outside your direct line of control. • Lead people through ambiguity, change and heightened performance expectations. • Communicate with clarity and credibility in senior and regulatory forums. • Approach AI-enabled transformation with curiosity, practicality and collaboration. • Commute to the London office 2–3 days a week.

• Bring experience from a high-growth, digitally led bank or fintech. • Show direct experience handling current-account complaints. • Bring experience with auto complaints or discretionary commission redress. • Demonstrate evidence of implementing AI, automation or technology-led process change. • Show experience redesigning an operating model for greater productivity and capability. • Bring a track record of building root-cause analysis partnerships with Product or Customer Experience teams.

• Own the end-to-end complaints operation across a complex, multi-product digital bank. • Set high standards for customer outcomes, quality, consistency and regulatory control. • Lead the team through a significant change journey while building engagement and capability. • Shape the safe use of AI and automation across information gathering, triage, quality assurance and insight. • Improve performance and scale efficiently using data, forecasting and capacity planning. • Support sound judgement on sensitive, complex and high-impact cases. • Represent the function credibly in senior forums and with external regulators. • Develop a high-performing leadership team with clear expectations and accountability. • Balance innovation with the rigour needed for fair, defensible customer outcomes.

• Work in a hybrid setup with 2–3 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. • Lead a function through an exciting AI-enabled transformation. • 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.