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Head of Complaints

Zopa· Customer Operations – Complaints
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Hybrid (London)Employee - PermanentPosted 4d ago

About the role

Head of Complaints at Zopa leading the end-to-end complaints operation across a multi-product digital bank, driving customer outcomes, regulatory controls, and AI-enabled transformation while developing a high-performing leadership team.

Responsibilities

  • Own the end-to-end complaints operation across a complex, multi-product digital bank.
  • Set high standards for customer outcomes, quality, consistency and regulatory control.
  • Lead the team through a significant change journey, building engagement and capability as ways of working evolve.
  • Shape the safe use of AI and automation across information gathering, triage, quality assurance and insight.
  • Use data, forecasting and capacity planning to improve performance and scale efficiently.
  • Support sound judgement on sensitive, complex and high-impact cases.
  • Represent the function credibly in senior forums and with external regulatory stakeholders.
  • Develop a high-performing leadership team with clear expectations and accountability.
  • Balance innovation with the rigour needed for fair, defensible customer outcomes.

Qualifications

  • Bring proven complaints-function leadership experience within financial services.
  • Apply FCA DISP, Consumer Duty and Financial Ombudsman Service requirements confidently in a live operational setting.
  • Lead teams across multiple complaint products, complex cases and competing priorities.
  • Make thoughtful, customer-centred decisions where conduct risk or significant customer detriment is involved.
  • Use operational data and insight to improve performance and prevent repeat customer issues.
  • Build effective controls, quality frameworks and regulatory reporting.
  • Influence senior stakeholders and drive change outside your direct line of control.
  • Lead people through ambiguity, change and heightened performance expectations.
  • Communicate with clarity, credibility and sound judgement in senior and regulatory forums.
  • Bring a curious, practical and collaborative approach to AI-enabled transformation.

Skills

Required:Complaints leadershipRegulatory compliance

Benefits

  • Hybrid role with London office 2-3 days per week.
  • Option to work from abroad for up to 120 days a year (subject to right to work).
  • Flexible ways of working with focus on work-life balance.
  • Diversity and inclusion commitments and reasonable adjustments in hiring process.
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Zopa

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