Head of Complaints

Zopa is hiring a Head of Complaints in London, United Kingdom. Level rates it ; you can apply on Zopa.

Level's read on this job

Works on AI ●●●○ is how Level rates this role: the daily work is on AI products, without building the model.
Tools and skills the posting cites include leadership, operations and compliance.
Level classifies it as a lead role.
Level lists 38 other open roles at Zopa.
The role was posted within the past week.

AI in this role

Lead the complaints function at Zopa through an exciting transformation by building and managing an AI-enabled operating model.

leadershipoperationscompliancestakeholder-management

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

Complaints is a high-impact, multi-product function at the heart of customer trust. It handles complex cases across Zopa’s products and works closely with Product, Operations, Risk, Legal and Compliance to make sure the lessons from complaints lead to real improvements.

The team is entering an exciting transformation phase. We are building an AI-enabled operating model that improves how information is gathered, cases are handled and insight is used, while retaining the human judgement needed for fair customer outcomes.

As Head of Complaints, you will set the direction for the function, lead its people and controls, and build trusted relationships across Zopa to solve the issues behind the complaints we receive.

How we rate this

Head of Complaints at Zopa rates 60 out of 100 for how much of the daily work is AI. That makes it Works on AI (AI Level 3 of 4). The level is about AI in the job, not seniority.

Classification

Works on AI. The daily work is on AI products, without building the model.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Head of Complaints is an open job at Zopa.
Level rates this role AI Level 3 of 4: Works on AI.
The role is based in London.
The job was posted on October 16, 2026.
Seniority: lead.
Applications are handled by Zopa. Apply on Zopa

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

LeadershipOperationsComplianceStakeholder Management

Questions you could be asked

Tell me about a project where leadership was part of your work. What did you do?
Tell me about a project where operations was part of your work. What did you do?
Tell me about a project where compliance was part of your work. What did you do?
Tell me about a project where stakeholder management was part of your work. What did you do?
Describe a typical day in a role like this one: which parts run through AI directly?

Adapt your resume

List these exact terms on your resume: Leadership, Operations, Compliance, and Stakeholder Management. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
Show where AI is part of your daily process, not a one-off project. This role expects it to be a running habit.

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