Lead, develop and performance manage a team of complaint handlers and managers
Own the end-to-end complaints process including escalated and complex cases
Help set the approach for handling escalated regulatory and FOS complaints
Make the call on high impact, sensitive, or genuinely ambiguous cases
Use complaints data to identify where things are going wrong for customers
Own how we report on complaints outcomes, FOS results, and key risks to senior leadership
Build trusted relationships across Zopa, including at senior level

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

Senior Complaints Manager

Key skills