Merchant Operations at GoCardless 

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.

The Role

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.

What excites you

Leading 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 - £102,000

Base 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.