Description
Zopa is hiring a Complaints Manager to lead the day-to-day delivery of its complaints function and DSAR activity. Reporting to the Head of Complaints, the role manages Complaints Team Leaders, oversees performance, quality, regulatory compliance, and team development, escalates complex complaints, makes evidence-based decisions under FCA DISP, Consumer Duty, GDPR and FOS requirements, and uses complaint data and root-cause analysis to drive improvements. The position is hybrid, requiring attendance at the London office two to three days per week, with an option to work from abroad for up to 120 days per year subject to the right to work.
