---
title: 'Complaints Manager at Zopa'
canonical: 'https://feeny.ai/job/complaints-manager-zopa-london-j1t46m7me2pf'
type: 'job'
last_seen: '2026-09-13'
---

# Complaints Manager at Zopa

- **Company:** Zopa
- **Location:** London, United Kingdom
- **Work type:** hybrid
- **Posted:** 2026-08-24
- **Last confirmed live:** 2026-09-13
- **Apply:** https://jobs.lever.co/zopa/3a4528eb-95ad-4e3e-af39-fdd0907a1ed6

## Job description

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

We’re looking for a Complaints Manager to lead the day-to-day delivery of Zopa’s complaints function and DSAR activity.

Reporting to the Head of Complaints, you’ll lead a team of Complaints Team Leaders and oversee the wider complaint-handling operation. You’ll be responsible for performance, quality, regulatory compliance and team development, while ensuring insights from complaints drive meaningful improvements across Zopa.

This hybrid role requires you to come to our London office 2 days a week.

A day in the life:

- 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 that are consistent with FCA DISP, Consumer Duty, GDPR and FOS expectations.
- Ensure complaint controls, quality frameworks and processes remain current and audit-ready.
- Use complaint data and root-cause analysis to identify systemic issues and drive improvements.
- Partner with Product, Risk, Compliance, Legal, Credit and Operations to resolve recurring customer issues.
- Identify opportunities to use AI responsibly across complaint handling, triage and quality assurance.
- Communicate complaint trends, emerging risks and regulatory changes to senior stakeholders.

About you:

- Experience managing a complaints team, ideally within fintech, banking or financial services.
- Hands-on experience with current accounts or consumer lending products.
- 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.
- Confident making decisions with significant customer, regulatory and business impact.
- Strong people leadership, coaching and stakeholder management skills.
- A clear and empathetic communicator.

Bonus points for:

- Experience using AI or automation within complaints.
- Experience building or recruiting a complaints team.
- Experience working within a scaling fintech or digital bank.

At Zopa we value flexible ways of working. We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office 2-3 days a week. You'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one. *Subject to having the right to work in the country of choice

Diversity Statement Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.

Our approach to AI in interviews At Zopa, AI isn't something we're testing out — it's part of how we work every day. As a proud partner of Jobs 2030, we're committed to building AI fluency across our workforce, and we expect Zopians to use AI as part of how they do their jobs. Because of that, we want to be transparent about how we think about AI use during our hiring process. Behavioural and competency-based interviews: please don't use AI. These conversations are designed to understand you — your experiences, your judgment, and how you've approached real situations. An AI-generated answer can't tell us that. What it can do is get in the way of us finding out whether we're the right fit for each other. Technical interviews: it depends on the role. Some technical stages actively welcome AI use, others don't. Your Talent Partner will let you know what's expected at each stage. Where AI is part of the assessment, we'll be interested not just in the outcome, but in how you used it – the tools you chose, your reasoning, and the decisions you made along the way.

## About Zopa

## Company Overview
- **One-liner**: Zopa is a UK digital-first bank offering savings, loans, credit cards, car finance, and the Biscuit current account, built around a mission to make money work better for customers. [zopa.com](https://www.zopa.com/)
- **Entity Type**: Private (Privately Held; 21 funding rounds to date) [linkedin.com](https://linkedin.com/company/zopabank)
- **Headquarters**: London, United Kingdom (20 Water Street, London E14 9QG; also an office in Manchester) [linkedin.com](https://linkedin.com/company/zopabank)
- **Founded**: 2005 [zopa.com](https://www.zopa.com/about)
- **Founders**: Richard Duvall, James Alexander, Giles Andrews, David Nicholson, Tim Parlett [linkedin.com](https://linkedin.com/company/zopabank)

## Core Business
- **Primary industries**: Financial Services, Digital Banking, Consumer Lending, Savings [linkedin.com](https://linkedin.com/company/zopabank)
- **Target customers**: B2C consumers in the UK; over 1.5 million customers [zopa.com](https://www.zopa.com/about)
- **Mission or purpose statement**: "To make money work better for our customers" and "create a fairer financial world that makes every penny count for our customers." [careers.zopa.com](https://careers.zopa.com/) [zopa.com](https://www.zopa.com/about)

## Products & Services
- **Biscuit current account**: A free current account launched in 2025, offering interest on balances, cashback on bills, an exclusive savings rate, and easy app-based management. [zopa.com](https://www.zopa.com/about)
- **Smart Saver**: Flexible savings pots with competitive rates. [zopa.com](https://www.zopa.com/)
- **Loans**: Personal loans with low rates and "no hidden catches," applicable in minutes. [zopa.com](https://www.zopa.com/about)
- **Credit card**: App-managed credit card used by 600,000+ customers. [zopa.com](https://www.zopa.com/about)
- **Car finance**: Auto financing options integrated with the Zopa app. [zopa.com](https://www.zopa.com/)
- **Borrowing Power**: In-app tool showing credit score and borrowing potential. [zopa.com](https://www.zopa.com/)
- **Zopa app**: Central hub for bank account, loans, credit card, and savings, supporting Apple Pay and live customer support. [zopa.com](https://www.zopa.com/)

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company)
- **Key Metric**: Annual revenue of GBP 29.9M; net income of £34.2M (2024); over £13B lent out and £5B in savings managed. [linkedin.com](https://linkedin.com/company/zopabank) [zopa.com](https://www.zopa.com/about)
- **Notable Investors/Partners**: Investors are not publicly named in current sources, but Zopa has completed 21 funding rounds. Regulators include the FCA and PRA; savings are covered by the FSCS. [linkedin.com](https://linkedin.com/company/zopabank) [zopa.com](https://www.zopa.com/)
- **Growth Signals**: Headcount grew 18.5% YoY to 797 employees; monthly job postings up 6.9% and yearly up 158.3%; 31 active job openings; 1.5M total customers; 600,000+ credit card users; launched Biscuit current account in 2025. [linkedin.com](https://linkedin.com/company/zopabank) [zopa.com](https://www.zopa.com/about)

## Competitive Advantages
- **First-mover heritage**: Founded as the world's first peer-to-peer lending company in 2005, with a long track record of lending innovation. [zopa.com](https://www.zopa.com/about)
- **Regulatory moat**: Currently authorised by the PRA and regulated by the FCA, with FSCS deposit protection—giving it the trust of a high-street bank combined with app-based convenience. [zopa.com](https://www.zopa.com/) [zopa.com](https://www.zopa.com/about)
- **Integrated product suite**: A single app covering current account, savings, loans, credit card, and car finance, driving cross-sell and customer stickiness. [zopa.com](https://www.zopa.com/)
- **Customer trust and scale**: Excellent Trustpilot rating from 30,000+ reviews, £13B+ in loans originated, and 1.5M users across the UK. [zopa.com](https://www.zopa.com/about)
- **Award-winning products**: Recognised for its loan, credit card, car finance, and savings offerings. [zopa.com](https://www.zopa.com/about)

## Strategic Focus
- **Digital bank expansion**: Building on the 2025 launch of the Biscuit current account to grow its customer base and daily banking share. [zopa.com](https://www.zopa.com/about)
- **Customer-centric product innovation**: Continuing to develop savings, loans, credit cards, and car finance products that deliver "more dough with less effort." [zopa.com](https://www.zopa.com/)
- **App-led user experience**: Strengthening the app as the primary gateway for all banking and money-management needs. [zopa.com](https://www.zopa.com/)
- **Sustainable growth**: Growing revenue while maintaining strong net income performance (e.g., £34.2M in 2024) and customer trust. [linkedin.com](https://linkedin.com/company/zopabank)

## Why Work Here
- **Culture and values**: Zopa's culture centres on Empowerment, Drive, and Collaboration—supporting employees to innovate, take personal accountability, and grow through personal development initiatives. [careers.zopa.com](https://careers.zopa.com/)
- **Growth environment**: 18.5% headcount growth YoY and a +158% increase in active job postings signal strong scaling. [linkedin.com](https://linkedin.com/company/zopabank)
- **Work-life balance**: Employee reviews on LinkedIn rate work-life balance at 3.7/5, with an overall employer rating of 3.4/5 (527 reviews). [linkedin.com](https://linkedin.com/company/zopabank)
- **Flexibility**: Zopa offers "an environment of high trust, and additional benefits that enable our teams to work in ways that allow them to meet both personal and professional goals." [careers.zopa.com](https://careers.zopa.com/)
- **Professional development**: Emphasis on accelerating "career growth from within" and defining one's own career direction. [careers.zopa.com](https://careers.zopa.com/)
- **Locations**: Positions in London and Manchester, spanning engineering, finance, compliance, risk, and customer teams. [linkedin.com](https://linkedin.com/company/zopabank) [jobs.lever.co](https://jobs.lever.co/zopa)
- **Typical salary indicators**: For transparency, reported annual salary ranges include: Operations ~GBP 32,636, Financial Crime Officer ~GBP 30,000, Junior Operational Risk Analyst ~GBP 29,000. [linkedin.com](https://linkedin.com/company/zopabank)

## Sources
1. [careers.zopa.com](https://careers.zopa.com/)
2. [zopa.com](https://www.zopa.com/about)
3. [jobs.lever.co](https://jobs.lever.co/zopa)
4. [zopa.com](https://www.zopa.com/)
5. [linkedin.com](https://linkedin.com/company/zopabank)

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