Description
We are looking for a Head of Complaints to lead our Complaints function at Zopa, a digital bank that puts people front and centre. The successful candidate will set the direction for the function, lead its people and controls, and build trusted relationships across Zopa to solve the issues behind the complaints we receive.
The Complaints function is a high-impact, multi-product team at the heart of customer trust, handling complex cases across Zopa's products and working closely with Product, Operations, Risk, Legal and Compliance.
Key responsibilities include:
- Owning the end-to-end complaints operation across a complex, multi-product digital bank
- Setting high standards for customer outcomes, quality, consistency and regulatory control
- Leading the team through a significant change journey, building engagement and capability as ways of working evolve
- Shaping the safe use of AI and automation across information gathering, triage, quality assurance and insight
- Using data, forecasting and capacity planning to improve performance and scale efficiently
- Supporting sound judgement on sensitive, complex and high-impact cases
- Representing the function credibly in senior forums and with external regulatory stakeholders
- Developing a high-performing leadership team with clear expectations and accountability
- Balancing innovation with the rigour needed for fair, defensible customer outcomes
The ideal candidate will have:
- Proven complaints-function leadership experience within financial services
- Knowledge of FCA DISP, Consumer Duty and Financial Ombudsman Service requirements
- Experience leading teams across multiple complaint products, complex cases and competing priorities
- Ability to make thoughtful, customer-centred decisions where conduct risk or significant customer detriment is involved
- Experience using operational data and insight to improve performance and prevent repeat customer issues
- Strong communication and influencing skills, with ability to build effective controls, quality frameworks and regulatory reporting
Added benefits include:
- Experience in a high-growth, digitally led bank or fintech
- Direct current-account complaints experience
- Experience of auto complaints or discretionary commission redress
- Evidence of implementing AI, automation or technology-led process change
- Experience redesigning an operating model for greater productivity and capability
- A track record of building effective root-cause analysis partnerships with Product or Customer Experience teams
At Zopa, we value flexible ways of working, including a hybrid role that requires you to come to our London office 2-3 days a week, with the option to work from abroad for up to 120 days a year.