Role Overview
Zopa is hiring a Senior Complaints Manager. This is a full-time role in London. posted last week. Full responsibilities, required qualifications, and the apply link are listed in the description below.
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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
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.
About Zopa
Frequently Asked Questions
How do I apply for the Senior Complaints Manager position at Zopa?
Use the Apply button above to submit your application directly to Zopa. Most applications take less than 5 minutes if your resume and contact details are ready, and you'll be routed to the employer's official application system to finish.
Where is the Senior Complaints Manager position at Zopa located?
This position is based in London. Zopa has not indicated remote or hybrid options for this role, so candidates should plan for on-site work.
What does a Senior Complaints Manager at Zopa earn?
Zopa has not disclosed a salary range in this posting. Many employers share specifics later in the interview process; you can also ask during a recruiter screen if compensation transparency is important to you.
When was the Senior Complaints Manager role at Zopa posted?
This role was posted on July 2, 2026 (8 days ago). It's still listed as actively hiring; we re-confirm openings against the source system multiple times per day and remove closed roles.
How much experience does the Senior Complaints Manager role at Zopa require?
This is a senior-level position. Most senior roles call for 5+ years of directly relevant experience. Zopa lists their specific requirements in the description below, so review the must-have qualifications closely before applying.
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