Complaints Manager
ZopaDigital Banking company
London, United KingdomManager
SoftBank Vision Fund
Northzone
Bessemer Venture Partners
A.P. Moller Holding
Wadhawan Global Capital
Legal & ComplianceNew
About the role
TL;DR
Manage Zopa's complaints function, ensuring regulatory compliance and driving customer issue resolution.
- •Zopa is seeking a Complaints Manager to oversee the day-to-day operations of their complaints function and DSAR activity.
- •This role involves leading a team and ensuring regulatory compliance and customer satisfaction.
- •Key Responsibilities Lead operational delivery across the complaints function, balancing volume, quality, risk, and team morale.
- •Manage, coach, and develop Complaints Team Leaders, setting clear expectations and addressing performance issues promptly.
- •Act as the escalation point for complex, sensitive, or high-impact complaints.
- •Make fair, evidence-based decisions consistent with FCA DISP, Consumer Duty, GDPR, and FOS expectations.
- •Use complaint data and root-cause analysis to identify systemic issues and drive improvements.
- •Requirements Experience managing a complaints team, ideally within fintech, banking, or financial services.
- •Strong knowledge of FCA DISP, Consumer Duty, and consumer credit regulation.
- •Good understanding of the FOS complaints process.
- •Experience personally managing complex or escalated complaints.
- •A strong track record of using complaint data to identify trends and improve processes.
Required skills
GDPR
Domain expertise
fintech
Tech stack
GDPR
