Head of Complaints

The role

Lead Zopa's complaints function, a multi-product team that handles complex cases and works with Product, Operations, Risk, Legal and Compliance. Drive the AI-enabled transformation of the team while keeping human judgement for fair customer outcomes.

What you will do

• 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
• Shape the safe use of AI and automation across information gathering, triage, quality assurance and insight
• Use data, forecasting and capacity planning to improve performance and scale efficiently
• Support sound judgement on sensitive, complex and high-impact cases
• Represent the function in senior forums and with external regulatory stakeholders
• Develop a high-performing leadership team with clear expectations and accountability
• Balance innovation with the rigour needed for fair, defensible customer outcomes

Required qualifications

• Proven complaints-function leadership experience within financial services
• Apply FCA DISP, Consumer Duty and Financial Ombudsman Service requirements 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, credibility and sound judgement in senior and regulatory forums
• Bring a curious, practical and collaborative approach to AI-enabled transformation

Nice to have

• 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

Benefits

• Flexible ways of working
• Option to work from abroad for up to 120 days a year
• Support for work and home life from day one

Before you apply

• Working abroad for up to 120 days a year is subject to having the right to work in the country of choice
• Behavioural and competency-based interviews: do not use AI
• Technical interview stages may or may not allow AI use; the Talent Partner will say what is expected at each stage
• Let the employer know if reasonable adjustments are needed in the hiring process

About the company

Zopa started in 2005 as a peer-to-peer lending company and launched Zopa Bank in 2020. It describes itself as a bank that puts people front and centre, and says it has been named in the top three UK's Most Loved Workplaces.