Complaints Team Manager, Monday to Friday, 1 in 4 weekends

About Us

We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

Role Details

Location: Remote, UK Salary: £32,200 to £40,750 + Benefits Start Date: 29th September 2025 Hours: Monday to Friday 9am to 5.30pm, with 1 in 4 weekends (Saturday or Sunday 9am - 5.30pm) Requirement: It is essential that you have managed a Complaints team in a FCA regulated environment to be considered for this role.

Our Complaints Team

We are a domain with an FTE over 200, currently made up of 19 Team Managers. Our Complaints function sits alongside our Specialist Services team to make sure we offer all our customers the best possible service, even when things go wrong. We embed empathy into our complaints process to turn distress into delight, and we’re looking for people to join our team who can help us drive this mission forward.

Your Role

You’ll play a key role by:

• Helping each member of your team with their personal and professional development, listening to them, guiding them through hard times and celebrating their successes.
• Making sure our customers are happy and satisfied, and their issues are fixed quickly and completely. This will involve organising people around you and taking quick action when you see a problem coming – whether it's helping to build scalable processes that are fit for purpose, supporting a training need, or addressing something going wrong.
• Managing a team of up to 12 Complaints COps (although this may sometimes stretch up to 15 as we’re growing so quickly), by holding weekly meetings with your team members - as individuals and as a group.
• Instilling a strong customer-centric culture and making sure everyone stays focused on what really matters: helping our customers with their financial lives.
• Coaching and supporting your team to achieve their personal, professional and performance goals.
• Empowering others to spot opportunities to make a difference to customers and Monzo’s ways of working.
• Helping your team with the most difficult queries and building their knowledge around complex issues.
• Managing performance by giving sometimes difficult feedback and helping your team members to improve and learn.
• Regularly reviewing the quality of your team’s customer interactions to identify areas of potential improvement, both individually and structurally.
• Ensuring the secure storage and maintenance of sensitive personal data and performance related documents for reports.
• Motivating your Team – we're growing fast and need to make sure COps stay engaged during challenging periods of demand.
• Ensuring everyone in your Team feels they have a voice.
• Working closely with other Team Managers to ensure that best practice is shared.
• Aggregating the feedback from your Team into the Domain and wider COps leadership, to ensure we continue to improve on our processes and tooling.
• Communicating business change, while ensuring your team remains fully engaged.
• Contributing to the construction and maintenance of a strong control environment by minimising avoidable breaches and risk events.
• Conducting interviews for Complaints advisors and contributing to hiring decisions.
• Chairing employee relations.