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Set the strategic direction for the complaints function, lead its people and control frameworks, and build trusted cross‑functional relationships to resolve complex, multi‑product cases while guiding the AI‑enabled operating model.
A leader with experience overseeing high‑impact, multi‑product complaints operations and collaborating with product, operations, risk, legal and compliance teams, comfortable driving AI‑driven transformation and thinking differently.
Complaints are at the heart of customer trust, turning issues into real improvements that support Zopa’s people‑first banking vision and its reputation as a loved workplace.
Someone who embraces unconventional challenges, isn’t afraid to think differently, and can make outsized impact by leading a transformative, customer‑focused function.
Our Story
Hello there. We’re Zopa.
We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com!
We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.
If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife
Complaints is a high-impact, multi-product function at the heart of customer trust. It handles complex cases across Zopa’s products and works closely with Product, Operations, Risk, Legal and Compliance to make sure the lessons from complaints lead to real improvements.
The team is entering an exciting transformation phase. We are building an AI-enabled operating model that improves how information is gathered, cases are handled and insight is used, while retaining the human judgement needed for fair customer outcomes.
As Head of Complaints, you will set the direction for the function, lead its people and controls, and build trusted relationships across Zopa to solve the issues behind the complaints we receive.
