About the role

Aplyr's Quick Take

This role is about leading a complaints management team at Zopa, focusing on complex cases and ensuring the business learns from customer feedback. It's a senior position that requires sound judgment and collaboration with various departments to improve processes and products.

Good fit

Ideal candidates have significant experience in complaints management or a related field, with strong leadership skills and the ability to navigate complex situations. A proactive, analytical mindset and a collaborative working style will help you thrive here.

Worth noting

The role involves high-stakes decision-making, particularly with cases that escalate to the Financial Ombudsman Service. Zopa emphasizes a culture of learning from complaints to drive improvements, which may appeal to those who value impact and innovation.

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

Zopa has a wide-ranging complaints function spanning current accounts, consumer lending, auto finance, FOS escalations and a growing AI-assisted case-handling programme. It’s a genuinely complex environment that needs someone who can lead a team, exercise sound judgement on difficult cases, and help the business learn from what complaints are telling it.

Reporting to the Head of Complaints, you’ll lead a complaints management team, own the process, and make informed, balanced and complex decisions where needed. You’ll be setting the standard for how we handle our most complex and high-risk cases especially those that go to the Financial Ombudsman Service and making sure what we learn from complaints actually improves how Zopa is built and run.

This is a senior role with real influence. You’ll work with Product, Risk, Credit, Legal and Operations, and represent Complaints in senior forums where decisions get made. You’ll own complaints across our banking and lending products, including auto finance.

Skills & Tags

go ai product

Aplyr's read

Zopa revolutionizes personal finance by enabling peer-to-peer lending, attracting professionals eager to innovate in financial technology and risk management.
Synthesized from recent postings & public sources

What's promising

•Zopa offers a disruptive alternative to traditional banking, appealing to tech-savvy finance professionals.
•The company is expanding its talent pool, hiring for diverse roles across technology and risk management.
•Zopa's focus on fraud prevention and compliance indicates a strong commitment to security and trust.

What to watch

•As a peer-to-peer lender, Zopa faces regulatory challenges that could impact its operations.
•The competitive fintech landscape requires constant innovation to maintain market relevance.
•Zopa's growth may be constrained by economic fluctuations affecting lending and borrowing.

Why Zopa

•Zopa pioneered peer-to-peer lending in the UK, setting industry standards.
•The company bypasses traditional banks, offering potentially lower rates for borrowers and higher returns for lenders.
•Zopa's tech-driven approach attracts talent interested in cutting-edge financial solutions.

Aplyr’s read is generated by AI from public sources. Was it useful?

About Zopa

Zopa

zopa.com

View company

Zopa is a UK-based peer-to-peer lending company that allows individuals to lend and borrow money directly from each other, bypassing traditional banks.