Senior Complaints Manager

Zopa is looking for a Senior Complaints Manager to lead a team, exercise sound judgement on difficult cases, and help the business learn from complaints to improve how Zopa is built and run.

Requirements

• Complaints experience in retail banking or fintech
• Deep knowledge of FOS, FCA DISP and consumer credit regulation
• Experience working directly with the FOS or FCA
• Hands-on experience with current accounts or consumer lending products
• Experience leading and developing teams in a complaint and conduct environment
• Track record of using complaints insight to drive real product or process change
• Confident making difficult decisions with genuine regulatory and customer consequences
• Able to influence senior stakeholders and lead change without direct authority
• Background in conduct risk, remediation or complaints policy
• Exposure to AI-assisted complaint handling or automation

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance