Head of Complaints
Complaints is a high-impact, multi-product function at the heart of customer trust. It handles complex cases across Zopa’s products and works closely with Product, Operations, Risk, Legal and Compliance to make sure the lessons from complaints lead to real improvements.
The team is entering an exciting transformation phase. We are building an AI-enabled operating model that improves how information is gathered, cases are handled and insight is used, while retaining the human judgement needed for fair customer outcomes.
As Head of Complaints, you 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.
A day in the life:
Own the end-to-end complaints operation across a complex, multi-product digital bank.
Set high standardsfor customer outcomes, quality, consistencyand regulatory control.
Lead the team through a significant changejourney, building engagement and capability as ways of working evolve.
Shape the safe use of AI and automation across information gathering, triage, quality assurance and insight.
Use data, forecastingand capacity planning to improve performance and scale efficiently.
Support sound judgement on sensitive, complexand high-impact cases.
Represent the function credibly in senior forums and with external regulatory stakeholders.
Develop a high-performing leadership team with clear expectations and accountability.
Balance innovation with the rigourneeded for fair, defensible customer outcomes.
About you:
Bring proven complaints-function leadership experience within financial services.
Apply FCA DISP, Consumer Duty and Financial Ombudsman Service requirements confidently in a live operational setting.
Lead teams across multiple complaint products, complex casesand competing priorities.
Make thoughtful, customer-centreddecisions 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 frameworksand regulatory reporting.
Influence senior stakeholders and drive change outside your direct line of control.
Lead people through ambiguity, changeand heightenedperformance expectations.
Communicate with clarity, credibilityand sound judgement in senior and regulatory forums.
Bring a curious, practicaland collaborative approach to AI-enabled transformation.
Added bonus:
Experience in a high-growth, digitally led bank or fintech.
Direct current-accountcomplaints experience.
Experience of auto complaints or discretionary commission redress.
Evidence of implementing AI, automationor technology-led process change.
Experience redesigning an operating model for greater productivity and capability.
A track recordof building effective root-cause analysis partnerships with Product or Customer Experience teams.