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London, England, United Kingdom · Hybrid
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Lead and develop a complaints management team while owning the end-to-end process for complex and high-risk cases. Use complaints data to drive product and process improvements across the business in collaboration with senior stakeholders.
Requires deep experience in retail banking or fintech complaints with expert knowledge of FOS and FCA DISP regulations. Must have a proven track record of leading teams and influencing senior stakeholders to implement regulatory and customer-centric changes.
We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com!
We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.
If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife
Zopa has a wide-ranging complaints function spanning current accounts, consumer lending, auto finance, FOS escalations and a growing AI-assisted case-handling programme. It’s a genuinely complex environment that needs someone who can lead a team, exercise sound judgement on difficult cases, and help the business learn from what complaints are telling it.
Reporting to the Head of Complaints, you’ll lead a complaints management team, own the process, and make informed, balanced and complex decisions where needed. You’ll be setting the standard for how we handle our most complex and high-risk cases especially those that go to the Financial Ombudsman Service and making sure what we learn from complaints actually improves how Zopa is built and run.
This is a senior role with real influence. You’ll work with Product, Risk, Credit, Legal and Operations, and represent Complaints in senior forums where decisions get made. You’ll own complaints across our banking and lending products, including auto finance.
\nA day in the life:#LI-LH1
We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office 2-3 days a week.
You'll also have the option of working from abroad for up to 120 days a year! But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.
Subject to having the right to work in the country of choice
Diversity Statement
Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.
We’re Zopa Bank. Credit Cards | Loans | Savings | Bank accounts
We’re Zopa, and we want to make money work better for you. Our diverse team is united in their mission of creating simple, fair and honest financial products that have the customer’s needs at their heart. We’re proud that this dedication is reflected in our excellent rating on TrustPilot. We’ve always been unapologetically honest with our customers, and value the same in return. Their feedback helps us shape what we build, so we can provide a bank fit for today, and for the future. We’re not the new kids on the block though - we’ve been a pioneering force in finance for 16 years. In 2005, we built the first ever peer-to-peer (P2P) lending company, giving our customers access to loans built for real-life and intelligent investments backed by cutting-edge tech. In 2020, we launched Zopa Bank, meaning we could offer more – like fixed term savings backed by FSCS protection and a credit card to help customers take control of their finances. We’ve lent out over £6 billion and are proud to have made money work better for over half a million people across the UK, whether they were looking to borrow or save.
Offices: 20, Water Street, London, London E14 9QG, GB · 4th Floor, WeWork Dalton Place, 29 John Dalton Street, Manchester, M2 6FW, GB
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