Senior Complaints Manager

Zopa Bank

Senior Complaints Manager leading a complaints management team at Zopa. Owning complex cases and collaborating across departments to improve customer experience.

Posted 6/12/2026full-timeLondon • 🇬🇧 United KingdomSeniorWebsite

About the role

Key responsibilities & impact

Lead, develop and performance manage a team of complaint handlers and managers
Create a culture of accountability, sound judgement and high-quality decision-making
Own the end-to-end complaints process including escalated and complex cases
Define and maintain handling procedures, quality frameworks and controls across the function
Support and guide the team on difficult cases
Help set the approach for handling escalated regulatory and FOS complaints end to end including DSARs
Make the call on cases that are high impact, sensitive, or genuinely ambiguous
Keep close to FOS decisions and trends
Use complaints data to identify where things are going wrong for customers
Work closely with Product, Risk, Credit, Legal and Operations to support root cause fixes
Own how we report on complaints outcomes, FOS results, and key risks to senior leadership
Build trusted relationships across Zopa, including at senior level

Requirements

What you’ll need

Complaints experience in retail banking or fintech
Deep knowledge of FOS, FCA DISP and consumer credit regulation
Experience working directly with the FOS or FCA
Hands-on experience with current accounts or consumer lending products
Experience leading and developing teams in a complaint and conduct environment
Track record of using complaints insight to drive real product or process change
Confident making difficult decisions with genuine regulatory and customer consequences
Able to influence senior stakeholders and lead change without direct authority
Background in conduct risk, remediation or complaints policy
Exposure to AI-assisted complaint handling or automation

Benefits

Comp & perks

Flexible ways of working
Face-to-face collaboration
Good work-life balance
Option of working from abroad for up to 120 days a year
Support for working needs from day one

ATS Keywords

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Hard Skills & Tools

complaints managementregulatory complianceconsumer credit regulationconduct riskremediationcomplaints policyAI-assisted complaint handlingautomationcurrent accountsconsumer lending products

Soft Skills

leadershipdecision-makinginfluencingrelationship buildingaccountabilityjudgmentproblem-solvingcommunicationteam developmentstakeholder management