Head of Complaints & Quality

GoCardless

  • Leeds
  • £68,000-102,000 per year
  • Permanent
  • Full-time
  • 21 days ago
About Us at GoCardlessGoCardless is a global bank payment company. Over 100,000 businesses, from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking.GoCardless processes US$130bn+ of payments annually, across 30+ countries; helping customers collect and send both recurring and one-off payments, without the chasing, stress or expensive fees. We use AI-powered solutions to improve payment success and reduce fraud. And, with open banking connectivity to over 2,500 banks, we help our customers make faster, more informed decisions.We are headquartered in the UK, with additional offices in Australia, France, Ireland, Latvia, Portugal and the United States.At GoCardless, we're all about supporting you! We're committed to making our hiring process inclusive and accessible. If you need extra support or adjustments, reach out to your Talent Partner - we're here to help!And remember: we don't expect you to meet every single requirement. If you're excited by this role, we encourage you to apply!Merchant Operations at GoCardlessThis role will sit within the Merchant Operations Group, responsible for many of GoCardless's highest-throughput and customer-impacting processes. From onboarding and support to risk and compliance, billing and payments operations, we ensure these systems run efficiently, enabling GoCardless to scale with healthy margins and a consistently excellent customer experience.The Merchant Operations Mission is: To drive commercial growth through efficient, flexible, and compliant experiences that delight our customers.The RoleReporting directly to the VP, Operations, we're hiring a Head of Complaints and Quality to lead our global complaints and quality function. In this role, you will be responsible for building and executing strategies that ensure exceptional customer experiences while meeting regulatory and compliance standards. You'll lead a high-performing team that manages complex complaint investigations, drives service excellence, and partners cross-functionally to resolve root causes and prevent recurrence.You'll bring operational excellence, strong regulatory knowledge, and a passion for customer-centricity. Your focus will be on outcomes: reducing complaints, improving quality, and embedding a culture of continuous improvement across the business.You will drive quality improvements through influencing many levels of the organisations, from senior stakeholders to front-line staff. Furthermore you will develop and run the Merchant Operations Learning and Development function, which will drive quality improvement, process standardisation and service consistency.What excites youLeading our Complaints and Quality function
  • Own the end-to-end complaints strategy, ensuring a consistent, empathetic, and compliant experience for our customers.
  • Build and lead a high-performing team, setting clear expectations, coaching for excellence, and championing development.
  • Ensure timely, thorough, and fair resolution of complaints, while protecting GoCardless's reputation and customer trust.
Driving quality across the customer experience
  • Design and implement robust quality assurance frameworks across key customer touchpoints.
  • Monitor and analyse interactions to identify service gaps and opportunities for coaching or process improvement.
  • Build feedback loops to ensure lessons from complaints and quality reviews inform training, tooling, and process updates.
Improving processes and outcomes
  • Analyse trends in complaints and quality data to identify root causes and deliver strategic, cross-functional fixes.
  • Partner with Product, Engineering, Customer Success, and Risk teams to reduce failure points and drive proactive improvements.
  • Develop and implement scalable solutions to improve operational efficiency and reduce complaint volumes.
Ensuring regulatory compliance
  • Oversee compliance with all relevant complaint-handling regulations, including FCA requirements.
  • Lead the development of and management of regulatory/ombudsman queries/actions.
  • Stay ahead of regulatory changes and implement necessary updates to policies and practices.
  • Work with Legal, Risk, and Compliance teams to align on governance and audit-readiness.
Reporting & cross-functional influence
  • Track and report on key KPIs and insights related to complaints and service quality.
  • Influence senior stakeholders with data-driven recommendations to enhance customer experience, quality of our products and services, and manage reputational risk.
  • Represent the voice of the customer in internal forums, driving a customer-first mindset across GoCardless.
What excites us
  • Proven leadership experience in a complaints and/or quality-focused function, ideally in a regulated environment.
  • Strong understanding of complaint-handling regulations and standards, particularly for the UK..
  • Passion for operational excellence and continuous improvement, with experience in root cause analysis and process redesign.
  • Excellent communication and stakeholder management skills - comfortable presenting insights and influencing at senior levels.
  • Data-driven mindset with experience analysing KPIs, customer feedback, or service performance metrics.
  • Skilled in managing customer-facing systems (e.g., CRM, ticketing platforms) and designing quality monitoring tools.
  • A natural coach and team builder, with a track record of developing and running high-performing teams across multiple locations.
  • Demonstrated learning agility to understand, master and eventually improve processes/functions.
  • Exposure or experience in running a learning and development function.
We don't expect you to meet every requirement. If you're excited by this role, we encourage you to apply.Salary range: £68,000 - £102,000Base salary ranges are based on role, job level, location, and market data. Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point (£68,000 - £85,000) of the pay range until performance can be assessed in role. Offers will take into account level of experience, interview assessment, budgets and parity between you and fellow employees at GoCardless doing similar work.The Good Stuff!
  • Wellbeing: Dedicated support and medical cover to keep you healthy.
  • Work Away Scheme: Work from anywhere for up to 90 days in any 12-month period.
  • Hybrid Working: Our hybrid model offers flexibility, with in-office days determined by your team.
  • Equity: All permanently employed GeeCees get equity to share in our success.
  • Parental leave: Tailored leave to support your life's great adventure.
  • Time Off: Generous holidays, 3 volunteer days, and 4 wellness days annually.
Life at GoCardlessWe're an organisation defined by our ; We start with why before we begin any project, to ensure it's aligned with our mission. We make it happen, working with urgency and taking personal accountability for getting things done. We act with integrity, always. We care deeply about what we do and we know it's essential that we be humble whilst we do it. Our Values form part of the GoCardless DNA, and are used to not only help us nurture and develop our culture, but to deliver impactful work that will help us to achieve our vision.Diversity & InclusionWe're building the payment network of the future, and to achieve our goal, we need a diverse team with a range of perspectives and experiences. As of July 2024, here's where we stand:
  • 45% identify as women
  • 23% identify as Black, Asian, Mixed, or Other
  • 10% identify as LGBTQIA+
  • 9% identify as neurodiverse
  • 2% identify as disabled
If you want to learn more, you can read about our Employee Resource Groups and objectives as well as our latestSustainability at GoCardlessWe're committed to reducing our environmental impact and leaving a sustainable world for future generations. As co-founders of the , we're working towards a climate-positive future. Check out our sustainability here.Find out more about Life at GoCardless via , and .

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