Complaints Manager

Overview

As Complaints Manager at Zopa, you lead the complaints function to deliver timely, fair, and compliant resolutions while driving improvements from insights. You manage a team of Complaints Team Leaders, align with risk, legal, and product partners, and ensure regulatory standards (FCA DISP, Consumer Duty, GDPR, FOS) are met. You’ll shape processes, leverage data to reduce recurring issues, and explore responsible AI use to enhance quality. This hybrid role places you at the center of customer outcomes and regulatory excellence.

Pay / Benefits

• hybrid working
• flexible hours
• work-life balance
• option to work abroad up to 120 days a year
• diversity and inclusion focus
• employee-centric culture

Responsibilities

• Lead day-to-day delivery of the complaints function and DSAR activity
• Coach and develop Complaints Team Leaders; address performance issues promptly
• Act as escalation point for complex or high-impact complaints
• Make fair, evidence-based decisions aligned with FCA DISP, Consumer Duty, GDPR and FOS
• Maintain current, audit-ready complaint controls and quality frameworks
• Analyze complaint data and root-cause findings to drive systemic improvements
• Collaborate with Product, Risk, Compliance, Legal, Credit and Operations to resolve issues
• Identify opportunities to use AI responsibly in complaints handling and QA
• Communicate trends, risks, and regulatory changes to senior stakeholders

Key requirements

• Experience managing a complaints team within fintech, banking or financial services
• Hands-on 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 handling complex or escalated complaints
• Proven track record using complaint data to identify trends and improve processes
• Confidence in making decisions with significant customer, regulatory and business impact
• Strong people leadership, coaching and stakeholder management skills
• Clear and empathetic communicator

• empathy
• stakeholder management
• leadership and coaching
• FCA DISP
• Consumer Duty
• GDPR

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