Complaints Manager

Join Zopa, a pioneering fintech company that has redefined banking. As a Complaints Manager, you will lead the day-to-day delivery of Zopa's complaints function and DSAR activity, overseeing a team of Complaints Team Leaders and ensuring performance, quality, regulatory compliance, and team development. You will also use complaint data to identify systemic issues and drive improvements across the company.

• Lead the 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, making fair, evidence-based decisions.