Job Title: Complaints Adviser

Location: Remote, UK Salary: £24,750 - £29,625 (depending on observed and evidenced performance during the interview) + Benefits

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Position Overview 🚀

We are on a mission to make money work for everyone, moving away from the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown significantly over the last 10 years in the UK. We offer personal and business bank accounts, joint accounts, accounts for 16-17 year olds, a free kids account, and credit cards. Our UK customers can also save, invest, and combine their pensions with us. With our distinctive hot coral cards, get-paid-early feature, financial education on social media, and award-winning customer service, we have a history of creating magical moments for our customers. We are not about selling products; we aim to solve problems and change lives through Monzo ❤️.

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About the Complaints Team ⭐

Our Complaints function works alongside our Customer Operations team to ensure we provide the best possible service, even when things go wrong. We embed empathy into our complaints process to turn distress into delight, and we are seeking individuals to join our team who can help drive this mission forward.

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What You'll Be Working On 💛

You will be the primary point of contact for customers who are particularly disappointed with the service they have received. Our mission is to make money work for everyone, and while having a great app is part of that, we also pride ourselves on providing world-class support. By solving our customers' problems, treating them fairly, and being completely transparent, we believe we can make banking better 💪. We understand that things can sometimes go wrong, and your role will be to turn the situation around while providing crucial feedback to Monzo on how we can improve.

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Your Day-to-Day 💬

• Providing the best customer experience when handling customer complaints in writing and over the phone.
• Supporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate future customer problems.
• Helping to cultivate and maintain a unique and customer-centric culture.
• Investigating complaints to ensure the customer receives the right outcome.
• Acting as the final point of contact for customers to help resolve their complaints.
• Working through customer problems and escalating them across Monzo where required to achieve the right outcome within our deadlines.

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Requirements & Skills We’d Love to Hear From You 🤩

Essential Criteria:

• You must be a tenured FCA-regulated Complaints Adviser.
• You must have extensive experience of sending final written responses. Applications without this experience will not be progressed.

We’d love to hear from you if you also have:

• Experience as a regulated complaint handler, ideally within the banking sector (though not essential).
• Extensive experience of writing final responses.
• Resilience and confidence in dealing with customer problems over the phone, via email, or chat.
• Adaptability to change, as we are a very fast-growing business.
• Comfort working to targets and deadlines.
• A keen eye for detail.
• Experience investigating complex cases.
• A passion for making customers happy and improving processes.

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Company Information

Monzo is dedicated to making money work for everyone. We offer a range of financial products and services designed to be simple, transparent, and user-friendly. We believe in creating magical moments for our customers through innovative features and award-winning customer service.

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Application Instructions

Please ensure you meet the essential criteria before applying. We are looking for individuals who care deeply about customer satisfaction and are passionate about making things better.