Head of Complaints

Zopa Bank
London
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Leadership","Judgement","Strategic thinking","Communication","Collaboration"]

Lead Zopa’s end-to-end complaints operation for a multi-product digital bank, setting direction, controls, and quality standards. Apply FCA DISP, Consumer Duty, and Financial Ombudsman Service requirements to manage complex, conduct-risk cases and prevent repeat customer issues using operational insight. Drive transformation into an AI-enabled operating model, build trusted cross-functional relationships, and represent the function with senior stakeholders and external regulators.

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Zopa Bank
Zopa Bank
1 day ago

Head of Complaints

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Lead Zopa’s end-to-end complaints operation for a multi-product digital bank, setting direction, controls, and quality standards. Apply FCA DISP, Consumer Duty, and Financial Ombudsman Service requirements to manage complex, conduct-risk cases and prevent repeat customer issues using operational insight. Drive transformation into an AI-enabled operating model, build trusted cross-functional relationships, and represent the function with senior stakeholders and external regulators.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Sr. Director level

Key Responsibilities

  • •Own the end-to-end complaints operation across a complex, multi-product digital bank.
  • •Set the direction for the complaints function, lead people and controls, and maintain regulatory reporting and quality frameworks.
  • •Make customer-centred decisions on conduct risk and significant customer detriment, including support for sensitive, complex, high-impact cases.
  • •Improve performance using operational data, forecasting, and capacity planning to prevent repeat issues and scale efficiently.
  • •Lead transformation into an AI-enabled operating model, shaping the safe use of AI and automation across information gathering, triage, and insight.

Key Requirements

  • •Bring proven complaints-function leadership experience within financial services.
  • •Confidently apply FCA DISP, Consumer Duty, and Financial Ombudsman Service requirements in a live operational setting.
  • •Lead teams across multiple complaint products and complex cases with competing priorities.
  • •Use operational data and insight to improve performance and prevent repeat customer issues.
  • •Implement AI, automation, or technology-led process change, including safe AI usage across information gathering, triage, and quality assurance.
Experience:Financial servicesFintechDigital banking
Skills:LeadershipJudgementStrategic thinkingCommunicationCollaboration
Tech Stack:AIAutomation

Company Brief

Zopa Bank
Zopa is a UK-based digital bank and fintech offering savings, personal loans, and credit products. Founded as a peer-to-peer lender, it now operates a regulated retail bank focused on straightforward consumer financial services and competitive rates.
Industry: Retail Banking
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Headquarters: London, United Kingdom
Founded: 2005
WebsiteLinkedIn