Complaints Manager

**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 [](http://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. This hybrid role requires you to come to our London office 2 days a week. ### 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.