Head of Complaints & Quality, GoCardless
£68-102k
+ Equity
Making payments easier for everyone
Be an early applicant
Making payments easier for everyone
501-1000 employees
Be an early applicant
£68-102k
+ Equity
501-1000 employees
Company mission
To become the world’s bank payment network.
Role
Who you are
- 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
What the job involves
- This 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
- Reporting 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
- 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
- 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
- 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
- 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
- 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
Our take
GoCardless has emerged to facilitate recurring payments, with a focus on streamlining the subscription economy. After securing $75M in 2019 for international expansion, the company now operates in over 30 countries, processing over $130B annually across more than 2500 for 100,000 businesses.
Recent advancements include the acquisition of Nordigen in 2022, enabling GoCardless to leverage OpenBanking functionality and establish a robust platform for direct bank-to-bank payments. The company also achieved an impressive $312 million in Series G funding in 2022. With a strategic eye on the future, GoCardless introduced GC Embed, a white-labeling product granting other payment providers access to its premier bank payment platform.
This success is underscored by the company's commitment to innovation, exemplified by its 2019 partnership with TransferWise, integrating foreign exchange rates into its services. GoCardless continues to evolve, navigating the complex landscape of recurring payments and staying ahead of competitors like Stripe and Square, who are beginning to enter the subscription economy. With a global footprint spanning the UK, France, the US, and ANZ, GoCardless remains at the forefront of reshaping how businesses manage and process recurring payments on a massive scale.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Opportunities to learn
"I love that we have an environment of trying new things and if it doesn't work, it's okay, as long as you learn from it. This has enabled me to..."
Funding (last 2 of 9 rounds)
Feb 2022
$312m
SERIES G
Feb 2021
$105m
SERIES F
Total funding: $634.3m
Company benefits
- Enhanced maternity, paternity and shared parental pay
- 27 days holiday (excl. bank holidays)
- Work-away scheme
- Health insurance
- 4 additional wellbeing days off per year
- Equity grant for all permanent employees
Company values
- Start With Why: We believe you can only do a job properly when you know why you are doing it. Understanding why we care about the problem motivates us to keep going until we’ve solved it
- Make it Happen: We work with urgency, and take personal accountability for getting things done in pursuit of our vision.
- Care Deeply: We care deeply about our impact on the world and those around us
- Act with Integrity: We do what’s right even when no one is watching. We don't see doing the right things as a choice — we act with integrity regardless of the cost
- Be Humble: We act without ego and don’t let excuses get in the way of achieving our goals. We believe life's too short for self-importance
Articles
Leadership
Hiroki Takeuchi
(Co-Founder & CEO)Hiroki and Matt met when they were consultants. They started GoCardless during Y Combinator. Hiroki was previously a Business Analyst at McKinsey & Company.
Matt Robinson
(Co-Founder & Board Member)Started company supplying waiters to events while at school, before joining McKinsey. Founded Nested Estate Agents in 2015 where they currently serve as CEO.
People progressing
Beccy joined GoCardless as a Sales Development Representative in May 2018 and has since had 3 promotions to become Senior Manager.
Steph joined GoCardless as an Intern in the Compliance team 4 years ago and she's now the Manager of the team.
Diversity, Equity & Inclusion at GoCardless
Lena Tailor (Director of D&I)
- Given the large number of hires we have been making in recent months, we have continuously reviewed both our hiring processes and channels to eliminate bias. We’ve introduced programs that attract diverse talent and we continuously seek to create hiring experiences that are fair, transparent and accessible by all
- We are working on creating a transparent framework for how we grow and develop talent in a scaling organisation. This will include bringing more clarity on internal career opportunities and provide clear expectations on the behaviours we want to see aligned to our values and commitment to building an inclusive organisation
- We have introduced systematic processes to help ensure compensation decisions are data-driven, fair and competitive. We have also invested in Reward capability and expertise to ensure we bring pay equity into every step of the employee journey
- Thanks to these employee-led groups we have been able to further our efforts in voluntary diversity data collection this year, to develop support for parents and carers, offer community mentoring opportunities in partnership with Career Accelerator, help to raise awareness and empathy during significant events of the past year, and importantly, offer more employees a community of people with whom they share experiences and interests
- To strengthen our commitment to D&I we have recently appointed our first Director of Diversity & Inclusion, an experienced culture change leader, which will allow us to have a more strategic and systematic approach to building a diverse and inclusive organisation for the long term and as we scale
- The Director will work with the executive team and ERGs to define clear D&I targets that GoCardless will commit to achieving over the next three years, and to develop a structured roadmap of initiatives aligned with those targets
- This will create greater clarity and accountability across the entire organisation on D&I progress
- We’ve got a long way to go, but here’s how we’re doing as of June 2022 - Female Employees - 46% - Ethnic background - 32% - Identify as LGBTQIA - 10% - Neurodivergent - 9%
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