Head of Complaints

Overview

As Head of Complaints at Zopa, you will lead the end-to-end complaints operation across a multi-product digital bank. You’ll set high standards for customer outcomes, quality, and regulatory control, guiding a team through a substantial change journey. You’ll shape AI-enabled information gathering and triage while ensuring fair customer outcomes. This role sits at the heart of customer trust, influencing improvements through data-driven insights and senior stakeholder engagement.

Pay / Benefits

• hybrid working (London office 2-3 days a week)
• flexible working location up to 120 days abroad
• focus on work-life balance
• diversity and inclusion commitments
• opportunity to influence a major banking transformation
• employee development and growth potential

Responsibilities

• Own end-to-end complaints operation across multiple products in a complex digital bank
• Set standards for customer outcomes, quality, and regulatory control
• Lead the team through a major change journey and evolving ways of working
• Shape safe use of AI and automation for information gathering, triage, QA, and insights
• Use data, forecasting and capacity planning to improve performance and scale
• Support sound judgement on sensitive, high-impact cases
• Represent the function in senior forums and with external regulators
• Develop a high-performing leadership team with clear accountability
• Balance innovation with rigor for fair customer outcomes

Key requirements

• Proven leadership in a complaints function within financial services
• Experience applying FCA DISP, Consumer Duty and Financial Ombudsman Service requirements in live operations
• Lead teams across multiple complaint products and complex cases
• Make customer-centered decisions with conduct risk considerations
• Use operational data and insight to drive performance improvements and prevent issues
• Build controls, quality frameworks and regulatory reporting
• Influence senior stakeholders and drive cross-functional change
• Lead teams through ambiguity and high performance expectations
• Communicate clearly in senior and regulatory forums
• Curiosity and collaborative approach to AI-enabled transformation

• curiosity
• collaboration
• clear communication
• AI-enabled transformation
• automation
• data analysis and insight

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