Complaints Manager

About the role

You will manage the complaints portfolio end-to-end, ensuring all stages of the process are handled with precision and care. You will oversee complaints resolution and compliance, balancing customer needs with strict adherence to regulatory standards. You will lead investigations and root cause analysis, digging deep to understand issues and prevent recurrence. You will coordinate with regulators and stakeholders, acting as a key liaison to maintain strong external relationships. You will implement improvements to complaints processes, driving efficiency and consistency across the business. You will monitor and report on complaints metrics and trends, providing clear insights to senior leadership. You will provide guidance and training to teams on complaints handling, embedding best practices across the organization.

Key facts

What you'll do

• You will manage the complaints portfolio end-to-end, from initial intake through to final resolution and closure.
• You will oversee complaints resolution and compliance, ensuring every case meets regulatory expectations and internal standards.
• You will lead investigations and root cause analysis, identifying underlying issues and recommending corrective actions.
• You will coordinate with regulators and stakeholders, communicating effectively to maintain transparency and trust.
• You will implement improvements to complaints processes, streamlining workflows and enhancing the customer experience.
• You will monitor and report on complaints metrics and trends, using data to highlight patterns and support decision-making.
• You will provide guidance and training to teams on complaints handling, raising capability across the business.
• Day to day you also manage the complaints portfolio end-to-end, maintaining oversight and control at every stage.
• You will challenge existing practices and propose innovative solutions to improve the effectiveness of complaints management.
• You will support the business in managing high-profile or sensitive cases with discretion and professionalism.
• You will ensure all complaints are handled within defined timescales and in line with regulatory requirements.
• You will collaborate with product, operations, and legal teams to ensure a unified approach to complaints handling.

Requirements

• You must have proven experience as a Complaints Manager or in a similar senior customer redress role.
• You need in-depth knowledge of financial complaints regulation, such as FCA rules and related frameworks.
• You need experience managing investigations and escalating complex issues to senior leadership.
• You need a strong understanding of risk assessments and balance/priority clauses in financial services.
• You need a demonstrated ability to influence and coordinate cross-functional teams to achieve shared objectives.
• You need experience using complaints management systems and tools to track, manage, and report on cases.
• You need a preferred degree or equivalent experience in a relevant discipline that supports professional practice.
• You must have proven experience working in a regulated financial services environment.
• You need a background in banking or financial services complaints, with a clear understanding of customer expectations.
• You need knowledge of FSMA and related regulatory frameworks that govern financial conduct.
• You need experience with data analytics and reporting to interpret complaints trends and drive insights.
• You need relevant qualifications in law, compliance, or customer experience that underpin your expertise.

Nice to have

• It helps if you have experience in a regulated financial services environment, allowing you to navigate complex compliance requirements.
• It helps if you have a background in banking or financial services complaints, giving you practical insight into common issues.
• It helps if you have knowledge of FSMA and related regulatory frameworks, ensuring full compliance in your work.
• It helps if you have experience with data analytics and reporting for complaints, enabling evidence-based decision-making.
• It helps if you hold qualifications in law, compliance, or customer experience, strengthening your understanding of best practice.

Practical notes

Note: Location in or near London.

Note: Hybrid work model with defined onsite expectations.

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Skills & tools

You will use regulatory compliance to ensure all actions meet legal and policy requirements. You will apply investigation techniques to uncover the facts and context behind each case. You will use risk assessment to evaluate potential issues and determine appropriate responses. You will practice stakeholder management to build relationships and align expectations. You will employ root cause analysis to identify underlying factors contributing to complaints. You will drive process improvement to enhance efficiency and effectiveness. You will perform data analysis and reporting to track performance and inform strategy. You will use case management tools to organize, track, and resolve complaints in a structured way.

The role offers the opportunity to lead a critical function that directly impacts customer trust and regulatory standing. You will be responsible for ensuring that complaints are handled fairly, consistently, and in line with regulatory expectations. Your work will contribute to the continuous improvement of Zopa's complaints handling framework. You will work in a hybrid environment, balancing independence with collaboration to deliver high-quality outcomes. The position requires a proactive approach to identifying trends, managing risk, and driving positive change across the organization. Success in this role will be measured by your ability to resolve complaints effectively, maintain compliance, and support the business in meeting its customer service standards.