Job Description: Complaints Adviser

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

🚀 About Monzo

Monzo is on a mission to make money work for everyone by moving away from complicated and confusing traditional banking. Over the last 10 years in the UK, we've grown from a prepaid card to offering 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.

We're known for our hot coral cards, get-paid-early feature, financial education on social media, and award-winning customer service. We don't just sell products; we solve problems and change lives through Monzo ❤️.

Hear from our UK team about what it's like working at Monzo ✨.

📍 Position Overview

We are seeking an experienced and resilient Complaints Adviser to join our Customer Operations team. You will be the primary point of contact for customers who are dissatisfied with our service, handling their complaints through telephone, in-app chat, social media, and email. Our goal is to embed empathy into our complaints process, turning distress into delight and driving improvements within the company.

💛 What You'll Be Working On

• Acting as the main point of contact for customers experiencing disappointment with our service.
• Providing world-class support by solving customer problems, treating them fairly, and maintaining transparency.
• Turning negative customer experiences around and providing crucial feedback to Monzo for service improvement.
• Investigating complaints to ensure fair and accurate outcomes for customers.
• Serving as the final point of contact for customers to resolve their complaints.
• Working through customer problems and escalating them across Monzo as needed to achieve timely resolutions.

💬 Your Day-to-Day Responsibilities

• Delivering exceptional customer experiences while handling complaints via writing and over the phone.
• Supporting Root Cause Analysis and contributing to internal feedback loops with frontline support and specialist domains to prevent future customer issues.
• Helping to cultivate and maintain a unique, customer-centric culture.
• Investigating complaints thoroughly to ensure customers receive the correct outcome.
• Escalating issues across Monzo to achieve resolutions within set deadlines.

✅ You Should Apply If You Have:

• Essential: Proven experience as a tenured FCA-regulated Complaints Adviser.
• Essential: Extensive experience in sending final written responses to complaints.
• Experience in complaint handling, ideally within the banking sector (though not essential).
• Resilience and confidence in dealing with customer problems across various communication channels (phone, email, chat).
• Adaptability to change in a fast-growing business environment.
• Comfort working towards targets and deadlines.

About Our Complaints Team

Our Complaints function works closely with our Customer Operations team to ensure we provide the best possible service, even when things don't go as planned. We are looking for individuals who are passionate about customer satisfaction and can help us drive our mission forward by embedding empathy into our complaints process. If you have experience writing final responses, enjoy investigating complex cases, and are comfortable communicating with customers over the phone, we encourage you to apply.