Complaints Advisor

**_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 ❤️

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

Remote, UK | £24,750 - £29,625 _(depending on the observed and evidenced performance displayed in the interview)_ + Benefits

**About our Complaints team**:
Our Complaints function sits alongside our Customer Operations 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.

Have you written final responses? Do you enjoy investigating complex cases? Do you consider yourself an experienced complaint handler? You are experienced and comfortable talking to customer on the phone? We're looking for people with complaint handling experience to come and join us

If you have this experience, care deeply about making customers happy, and are passionate about making things better - we'd love to hear from you

**What you'll be working on**:
You'll be the point of contact for customers who feel particularly disappointed in the service we've provided.

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 totally transparent, we believe we can make banking better

We know that things can go wrong sometimes, and you'll be tasked with turning the situation around while providing crucial feedback to Monzo on how we can make things better.

**Your day-to-day**:

- Providing the best customer experience when handling customer's 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 so we can give the customer the right outcome.
- We are the last point of contact for the customer to help resolve their complaint.
- Working through customer problems and escalating these across Monzo where required to reach the right outcome within our deadlines.
- **You're an experienced**regulated complaint handler**, ideally within the banking sector but this is not essential.**:

- **You have extensive experience of written final responses.**:

- You're adaptable to change, we're a very fast growing business.
- You're comfortable working to targets and deadlines.
- You've got a keen eye for detail and can reach fair outcomes for our customers.
- You're comfortable using a laptop (we'll provide you with a MacBook).
- You're great at explaining things to people, and have excellent written English.
- You enjoy investigating issues and getting to the root cause of them while putting things right.
- You can make the complex simple, and explain it to others in an engaging and informative way.
- You can quickly pick up the important parts of regulation, and understand how they impact Monzo.
- You're deeply empathetic, always put yourself in the shoes of the customer and take end-to-end ownership of a customer's issue.
- You've got reliable access to the internet from your home, and a private space to work. You'll need a minimum broadband speed of 10mbp/s download and 5-8mbp/s upload.

**The Interview Process ‍**:
Our interview process involves 2 main stages:
Remote interview

**Top tip when applying**️**

**What's in it for you**:
£24,750 - £29,625 per year depending on experience

This role is based remotely

Learning budget of £1,000 a year for books, training courses and conferences

➕And much more, see our full list of benefits **here**

**Logistics**
- Training will be for 6 weeks. Please note that no holidays are permitted during the training period.
- **Shifts** - 37.5 hours per week, **Tuesday - Saturday 9:00 AM to 5:30 PM.**:

- **Start Date - Monday 18th August 2025.**

**To work remotely you'll also need**:

- To work from home in the UK in a safe, private and distraction free environment
- A solid internet connection (download speed - 10mbps; upload speed - 5 mbps)