Senior Complaints Manager

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🕒 6 days ago

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Zopa Bank

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2005

💸 Finance

💳 Fintech

💰 Venture Round on 2023-02

Finance • Fintech

Zopa Bank is a digital bank with a mission to simplify personal finance by offering straightforward financial products, such as loans, credit cards, and savings accounts. Founded in 2005, Zopa focuses on providing transparent and customer-friendly services, with a commitment to honesty and trust. It uses technology to expedite processes, such as pre-approval credit checks without impacting credit scores, and offers an easy-to-use app for managing financial products. Zopa has gained recognition for its quick and clear customer service and has consistently won awards for its personal loan offerings, including the British Bank Awards' Best Personal Loan Provider. The bank also emphasizes partnerships, like their recent collaboration with John Lewis Money, and is involved in the Fintech Pledge to drive innovation in financial services.

📋 Description

• Lead, develop and performance manage a team of complaint handlers and managers • Create a culture of accountability, sound judgement and high-quality decision-making • Own the end-to-end complaints process including escalated and complex cases • Define and maintain handling procedures, quality frameworks and controls across the function • Support and guide the team on difficult cases • Help set the approach for handling escalated regulatory and FOS complaints end to end including DSARs • Make the call on cases that are high impact, sensitive, or genuinely ambiguous • Keep close to FOS decisions and trends • Use complaints data to identify where things are going wrong for customers • Work closely with Product, Risk, Credit, Legal and Operations to support root cause fixes • Own how we report on complaints outcomes, FOS results, and key risks to senior leadership • Build trusted relationships across Zopa, including at senior level

🎯 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

• Flexible ways of working • Face-to-face collaboration • Good work-life balance • Option of working from abroad for up to 120 days a year • Support for working needs from day one