Complaints Officer

**Our Story**

**Hello there. We’re Zopa.**
- We began our journey in 2005 with the drive to deliver customer-first financial products. Fast forward to 2020, we shifted gears and became a digital bank, leveraging our customer knowledge, money expertise and technical agility to forge ahead. Our diverse team is united by a mission to create simple, fair and honest financial products that have the customers’ needs at their heart.

We’re regularly recognised at industry awards for our game-changing products and are proud to be one of the market leaders in consumer lending in the UK. But our work doesn’t stop there.

After securing £220 million in our 2021 funding round led by SoftBank, we’ve entered the next stage in our journey. So far, we’ve lent out over £8 billion and made money work better for over half a million people across the UK who were looking to borrow or save with us. In less than 2 years after becoming a bank, we hit £2 billion in customer deposits and we’re also a top 5 credit card issuer in the UK. And this is just the beginning.
- We’re set on achieving big things with ambitious growth targets to match. This means there's a range of opportunities for you to excel and develop through a career at Zopa, while building better banking products that truly matter to our customers.

If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa. For a closer look at our culture, check out our latest video here. And if you want to join us, have a look at our current open roles

We have an exciting new role for a Complaints Officer within Motor Finance. With our customer base rapidly increasing and our product offerings and services growing over time there is a need to pro-actively look for someone to join the team to help resolve complaints that are raised.
- The key purpose of this role is to support the Complaints Team in ensuring that all Motor Finance related complaints are handled in accordance with our internal Complaints Handling Policy and Procedures.
- The role will provide aftercare support to our customers who may be dealing with an issue with their car. You will be the first point of call for customers who have an unresolved problem with their car; acting as mediator between customer and dealers and liaising with Brokers to fully investigate the complaint and come to a resolution.

**This is a 12-month FTC.**

**The working hours are Monday - Friday - 09:00-17:30.**

**A day in the life**:

- Ensure exceptional customer service is provided to complainants and ensure they are aware of the Zopa complaints procedure/policy
- Acknowledge, draft and send out complaints promptly written and verbally
- Respond to all complaints within set time limits, systematically and fairly
- Resolve customers’ queries within agreed authority, investigating the cause of individual complaints and where required gathering information from relevant departments
- Ensure complaints are managed in line with TCF and FCA regulation considerations ensuring complaints are managed fairly, accurately and clearly
- Make suggestions to improve processes and documentation to reduce complaints
- Manage any administration that may come with resolving a complaint. E.g. arranging Hire cars or vehicle transportation

**About you**:

- We're looking for someone with experience handling Motor Finance complaints
- You understand the importance of treating customers fairly and hold a track record for going the extra mile to ensure that the customer feels valued
- You have the confidence, patience and flexibility necessary to connect with a wide range of people and adapt effectively in a fast-paced environment.
- Alongside your natural rapport-building talents, you are a fast learner with an exceptionally high attention to detail and can adapt efficiently to new concepts and systems.
- Your patience and ability to remain calm under pressure makes you a great listener and able to liaise and adapt to different stakeholders

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**Flexible working? Yes please**

Whether you want to come into our open-plan, riverside London Bridge office or work from the comfort of your own home (or both), you’ll be able to decide on an approach with your manager, looking at what works best for you, your role and your team.

Not only that - you'll also have the option of working from abroad for up to 120 days a year* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.
- Subject to having the right to work in the country of choice
- Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to great products and unique company culture. We simply can’t expect to empower our customers to better manage their money without challenging the current status quo. Creating the best place for money is no e