Complaints Advisor

**At Monzo, we're building the best bank account in the world: fair, transparent and a pleasure to use**

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.

We're looking for empathetic, adaptable, and **experienced** Complaint Handlers who will be able to bring their existing knowledge and complaint handling expertise to our Customer Operations team, helping us to meet and exceed our regulatory requirements. We're looking for applicants with robust experience within a specific Complaint Handling role - ideally within the Financial Sector. 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

**Complaints at the heart of Monzo**

We already have a fantastic front-line Customer Operations team (COps) and want to strengthen this even more by bringing in some experienced Complaint Handlers. 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.

**What will you be doing day to day**
- Providing the best customer experience when handling complex complaints in writing and over the phone.
- Supporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate future complaints.
- Helping to cultivate and maintain a unique and customer-centric culture.
- Investigating complex issues and engaging with the Financial Ombudsman Service.
- Delivering some general front-line Customer Service in addition to Complaints Handling.

**Work Location **️**

**Logistics**
- The starting salary for this role is in the range of £21,320-£25,500 per year depending on your experience (If you are based in Greater London we take this into consideration) and a range of benefits. All Monzo team members get share options as part of their package, with lots of opportunities for progression.
- You'll be working between 40 hours a week 8am-8pm over five days Monday - Friday. Shifts could look like 8am-5pm, 9am-6pm, 10am-7pm or 11am-8pm. You cannot choose your shift and so full flexibility is required.
- The start date is **19th September** and training will be for up to 6 weeks. Please note that no holidays or appointments are permitted during the training period.
- You have robust and specific complaint handling experience - ideally within the Financial Sector.
- You're adaptable to change, we're a very fast growing business.
- You're resilient and confident dealing with complaints over the phone.
- You've got a keen eye for detail and can reach fair outcomes for our complainants.
- You're comfortable using a laptop (we'll provide you with a MacBook).
- You're great at explaining things to people, and have flawless written English.
- You enjoy investigating complex issues and getting to the root cause of the issue 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.

**Application process ‍**

Interviews and the group task will be held in an Assessment Centre held remotely via Google Meet

Diversity and inclusion is a priority for us - if we want to solve problems for people around the world, our team has to represent our customers. So we need to attract the best talent and create an environment that supports and includes them. You can read more about diversity and inclusion on our blog.

**Equal Opportunity Statement**

At Monzo, embracing diversity in all of its forms and fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone.

We're an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity