Complaints Manager

Zopa Bank
London
Workplace: HybridFull timeFunction: Data Science & Machine LearningSkills: ["Evidence-based decision-making","People leadership","Coaching","Stakeholder management","Empathetic communication"]

Lead the day-to-day delivery of the complaints function and DSAR activity, reporting to the Head of Complaints. You’ll manage and coach Complaints Team Leaders, oversee complaint-handling performance, quality, and FCA DISP/Consumer Duty/GDPR compliance, and ensure controls are audit-ready. Use complaint data and root-cause analysis to drive systemic improvements across Zopa, while acting as the escalation point for complex, high-impact cases.

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FursaFursa
Zopa Bank
Zopa Bank
2 days ago

Complaints Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 minute agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Lead the day-to-day delivery of the complaints function and DSAR activity, reporting to the Head of Complaints. You’ll manage and coach Complaints Team Leaders, oversee complaint-handling performance, quality, and FCA DISP/Consumer Duty/GDPR compliance, and ensure controls are audit-ready. Use complaint data and root-cause analysis to drive systemic improvements across Zopa, while acting as the escalation point for complex, high-impact cases.
Location: London
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Data Science & Machine Learning
Seniority: Manager level

Key Responsibilities

  • •Lead operational delivery across the complaints function, balancing volume, quality, risk, and team morale.
  • •Manage, coach, and develop Complaints Team Leaders, setting expectations and addressing performance issues.
  • •Serve as the escalation point for complex, sensitive, or high-impact complaints and make consistent, evidence-based decisions.
  • •Ensure complaint controls, quality frameworks, and processes remain current and audit-ready, aligned with FCA DISP, Consumer Duty, GDPR, and FOS expectations.
  • •Use complaint data and root-cause analysis to identify systemic issues, drive improvements, and communicate trends and emerging risks to senior stakeholders.

Key Requirements

  • •Experience managing a complaints team, ideally within fintech, banking, or financial services.
  • •Strong knowledge of FCA DISP, Consumer Duty, and consumer credit regulation, with good understanding of the FOS complaints process.
  • •Experience personally managing complex or escalated complaints and making fair, evidence-based decisions with significant customer and regulatory impact.
  • •A strong track record of using complaint data and root-cause analysis to identify trends and improve processes.
  • •Strong people leadership skills, including coaching and stakeholder management, with clear, empathetic communication.
Experience:FintechBankingFinancial services
Skills:Evidence-based decision-makingPeople leadershipCoachingStakeholder managementEmpathetic communication
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