Head of Complaints
AI Summary
Leads the complaints function at a digital bank, setting strategy for end-to-end operations, quality standards, and regulatory compliance while driving AI-enabled transformation and building a high-performing leadership team.
About this role
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.
A day in the life:
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Own the end-to-end complaints operation across a complex, multi-product digital bank.
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Set high standards for customer outcomes, quality, consistency and regulatory control.
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Lead the team through a significant change journey, building engagement and capability as ways of working evolve.
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Shape the safe use of AI and automation across information gathering, triage, quality assurance and insight.
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Use data, forecasting and capacity planning to improve performance and scale efficiently.
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Support sound judgement on sensitive, complex and high-impact cases.
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Represent the function credibly in senior forums and with external regulatory stakeholders.
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Develop a high-performing leadership team with clear expectations and accountability.
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Balance innovation with the rigour needed for fair, defensible customer outcomes.
About you:
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Bring proven complaints-function leadership experience within financial services.
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Apply FCA DISP, Consumer Duty and Financial Ombudsman Service requirements confidently in a live operational setting.
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Lead teams across multiple complaint products, complex cases and competing priorities.
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Make thoughtful, customer-centred decisions where conduct risk or significant customer detriment is involved.
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Use operational data and insight to improve performance and prevent repeat customer issues.
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Build effective controls, quality frameworks and regulatory reporting.
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Influence senior stakeholders and drive change outside your direct line of control.
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Lead people through ambiguity, change and heightened performance expectations.
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Communicate with clarity, credibility and sound judgement in senior and regulatory forums.
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Bring a curious, practical and collaborative approach to AI-enabled transformation.
Added bonus:
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Experience in a high-growth, digitally led bank or fintech.
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Direct current-account complaints experience.
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Experience of auto complaints or discretionary commission redress.
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Evidence of implementing AI, automation or technology-led process change.
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Experience redesigning an operating model for greater productivity and capability.
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A track record of building effective root-cause analysis partnerships with Product or Customer Experience teams.
Skills
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