Senior Medicare Complaints Specialist
Devoted HealthSalary not specified
Full Time
Senior (5 to 8 years)
£32,200 – £40,750Compensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Fintech, BankingIndustries
Requirements
Candidates must have experience managing a Complaints team within an FCA regulated environment. The role requires managing a team of up to 12-15 Complaints COps, fostering a customer-centric culture, and ensuring the secure storage of sensitive data.
Responsibilities
The Complaints Team Manager will support the personal and professional development of team members, ensure customer satisfaction by resolving issues quickly and completely, and organize team members to address problems proactively. Responsibilities include holding regular team meetings, coaching team members to achieve goals, empowering them to identify improvement opportunities, and assisting with complex queries. The role also involves managing performance through feedback, reviewing customer interaction quality, motivating the team, sharing best practices with other managers, and aggregating team feedback for process improvement. Additionally, the manager will communicate business changes, maintain team engagement, and contribute to a strong control environment by minimizing breaches and risk events. They will also conduct interviews for Complaints advisors.
Skills
Complaints management
FCA regulated environment
Team management
Customer service
Empathy
Professional development
Coaching
Monzo
Digital-only banking platform for consumers
About Monzo
Monzo operates as a digital-only banking platform focused on providing a modern way for individuals to manage their finances. Its main product is a mobile app that allows users to track their income, spending, and savings easily. The app includes features that help users save money, such as automatically setting aside a portion of their paycheck or rounding up transactions to the nearest dollar. Monzo generates revenue through interest on deposits, fees for certain services, and interchange fees from card transactions, as well as offering overdrafts and personal loans. What sets Monzo apart from traditional banks is its real-time balance updates and instant spending notifications, which help users stay informed about their finances. The goal of Monzo is to provide a convenient, mobile-first banking experience that meets the needs of its growing customer base, which has surpassed 8 million users.
London, United KingdomHeadquarters
2015Year Founded
$1,856.7MTotal Funding
LATE_VCCompany Stage
Fintech, Financial ServicesIndustries
1,001-5,000Employees
Benefits
Competitive salary
Flexible working hours
Work from home
Stock options
32 days of paid vacation and public holidays per year
Health insurance
EAP
Learning budget
Home office stipend
Paid parental leave
Risks
Monzo breached UK banking regulations, risking reputational damage and fines.
Expansion into Europe poses regulatory challenges and potential licensing delays.
Reliance on digital platforms makes Monzo vulnerable to technological disruptions.
Differentiation
Monzo offers real-time spending updates and categorized transactions via a mobile app.
The 'Pots' feature allows users to set aside money for specific purposes.
Monzo Plus provides premium features like custom card designs and travel insurance.
Upsides
Monzo secured $400M in 2024, valuing the bank at $5 billion.
The partnership with SignLive enhances accessibility for Deaf customers.
Expansion into Europe in 2025 could significantly increase Monzo's customer base.
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