Zopa Bank

1 day ago

Complaints Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Lead the day-to-day delivery of the complaints function and DSAR activity, reporting to the Head of Complaints and managing Complaints Team Leaders. Own performance, quality, audit-ready complaint controls, and regulatory compliance aligned to FCA DISP, Consumer Duty, GDPR, and FOS expectations. Triage and escalate complex complaints, drive root-cause improvements using complaint data, and partner cross-functionally to resolve recurring customer issues. Identify responsible AI opportunities across handling and QA.

Location: London

Workplace: Hybrid

Employment Type: Full time

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 clear expectations and addressing performance issues.
•Act as the escalation point for complex, sensitive, or high-impact complaints.
•Make fair, evidence-based decisions consistent with FCA DISP, Consumer Duty, GDPR, and FOS expectations.
•Use complaint data and root-cause analysis to identify systemic issues and drive improvements across the business.

Key Requirements

•Experience managing a complaints team, ideally in fintech, banking, or financial services.
•Hands-on experience with current accounts or consumer lending products.
•Strong knowledge of FCA DISP, Consumer Duty, and consumer credit regulation.
•Good understanding of the FOS complaints process.
•Experience personally managing complex or escalated complaints.

Experience:FintechBankingFinancial servicesConsumer lending

Skills:People leadershipCoachingStakeholder managementEvidence-based decision-makingEmpathetic communication

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

Website LinkedIn

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Zopa Bank

1 day ago

Complaints Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Location: London

Workplace: Hybrid

Employment Type: Full time

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 clear expectations and addressing performance issues.
•Act as the escalation point for complex, sensitive, or high-impact complaints.
•Make fair, evidence-based decisions consistent with FCA DISP, Consumer Duty, GDPR, and FOS expectations.
•Use complaint data and root-cause analysis to identify systemic issues and drive improvements across the business.

Key Requirements

•Experience managing a complaints team, ideally in fintech, banking, or financial services.
•Hands-on experience with current accounts or consumer lending products.
•Strong knowledge of FCA DISP, Consumer Duty, and consumer credit regulation.
•Good understanding of the FOS complaints process.
•Experience personally managing complex or escalated complaints.

Experience:FintechBankingFinancial servicesConsumer lending

Skills:People leadershipCoachingStakeholder managementEvidence-based decision-makingEmpathetic communication

Company Brief

Zopa Bank

Industry: Retail Banking

Company Size: Large (251 to 1,000 employees)

Growth: Established Company

Headquarters: London, United Kingdom

Founded: 2005

Website LinkedIn