Hybrid opportunity at
ZopaHead of Complaints
Zopa is recruiting a Head of Complaints to set the course of its complaints function in London. The team resolves intricate cases that cut across the…
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About This Role
Zopa is recruiting a Head of Complaints to set the course of its complaints function in London. The team resolves intricate cases that cut across the bank's products, and it works alongside Compliance, Legal, Risk, Operations and Product so that what it learns from complaints feeds into genuine fixes. The role is full time and hybrid, with two to three days each week in the London office. The function is…
Job Description
Zopa is recruiting a Head of Complaints to set the course of its complaints function in London. The team resolves intricate cases that cut across the bank's products, and it works alongside Compliance, Legal, Risk, Operations and Product so that what it learns from complaints feeds into genuine fixes. The role is full time and hybrid, with two to three days each week in the London office.
The function is moving into a period of substantial change. The posting describes a plan to build an operating model that uses AI to improve how information is gathered, how cases move through the process and how insight is produced, while people continue to make the judgement calls that produce fair outcomes for customers.
The head will oversee the operation end to end, set expectations for quality, consistency and regulatory control, and use forecasting, workforce planning and performance data to scale efficiently. The role also covers decisions on sensitive or high-impact cases and regular representation at senior meetings and before regulators.
The post suits a seasoned complaints leader from financial services who can apply FCA DISP rules, Consumer Duty obligations and Financial Ombudsman Service expectations in day-to-day practice. Candidates should be able to make customer-centred calls where conduct risk or serious detriment is at stake, and to guide teams through uncertainty.
Responsibilities
- Define where the complaints team is heading and lead its people and control framework
- Take end-to-end accountability for complaints handling across a digital bank with several products
- Guide staff through a substantial period of change, building their skills and commitment
- Decide how AI and automation fit into information intake, case triage, quality checks and analysis
- Apply forecasting, workforce planning and metrics to lift performance and grow capacity
- Help make calls on delicate, intricate or high-stakes cases
- Speak for the function at senior meetings and with regulators
- Grow a leadership group that understands what is expected and who answers for what
Requirements
- Background running a complaints operation within financial services
- Practical command of FCA DISP rules, Consumer Duty obligations and Financial Ombudsman Service expectations
- Experience managing teams that handle several complaint types, complicated cases and competing priorities
- Customer-first judgement where conduct risk or major detriment arises
- Skill in building controls, quality standards and regulatory reporting
- Ability to shape senior decision-makers and push change beyond your own team
- Keeps people steady through uncertainty and higher performance demands
- Clear, measured communication in boardrooms and regulatory settings
- Inquisitive, hands-on and cooperative about AI-driven transformation
Qualifications
- Work in a fast-scaling digital bank or fintech
- Hands-on experience with current account complaints
- Handled automatic complaints or discretionary commission redress cases
- Brought AI or automation into live processes
- Reworked an operating model to lift output and capability
- Built working relationships with Product or Customer Experience colleagues to tackle root causes
Core Skills
Benefits
- Flexible working arrangements
- Working overseas for as many as 120 days a year, if the right to work applies in that country
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the Head of Complaints role based?
The role is based in London and is hybrid, with two to three days each week in the London office.
What regulatory knowledge does the posting ask for?
It asks for practical knowledge of FCA DISP rules, Consumer Duty obligations and Financial Ombudsman Service expectations.
What salary does the posting offer?
The posting does not state a salary.
Is AI experience required?
Experience bringing AI or automation into live processes is listed as a bonus, and a curious, practical approach to AI-enabled change is expected.
Sample Interview Questions
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