Complaints Advisor

<div class="content-intro"><p><strong><em>🚀 We’re on a mission to make money work for everyone.</em></strong></p>
<p>We’re waving goodbye to the complicated and confusing ways of traditional banking.</p>
<p>After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as&nbsp;<a href="https://monzo.com/current-account/personal">personal</a> and <a href="https://monzo.com/business-banking">business</a> bank accounts, we offer <a href="https://monzo.com/current-account/joint-account">joint accounts</a>, <a href="https://monzo.com/current-account/16-17">accounts for 16-17 year olds</a>, a <a href="https://monzo.com/current-account/under-16s">free kids account</a> and <a href="https://monzo.com/flex">credit cards</a> in the UK, with more exciting things to come beyond. Our UK customers can also <a href="https://monzo.com/savings">save</a>, <a href="https://monzo.com/investments">invest </a>and&nbsp;<a href="https://monzo.com/pensions">combine their pensions</a> with us.&nbsp;</p>
<p>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!</p>
<p>We’re not about selling products - we want to solve problems and change lives through Monzo ❤️</p>
<p><a href="https://www.youtube.com/watch?v=U62l09nB0M4">Hear from our UK team about what it's like working at Monzo</a> ✨</p>
<hr>
<p>&nbsp;</p></div><p><span style="font-weight: 400;">📍Remote, UK | 💰£24,750 - £29,625 <em>(depending on the observed and evidenced performance displayed in the interview)</em> + </span><a href="https://monzo.com/careers/"><span style="font-weight: 400;">Benefits</span></a></p>
<p><strong>Please note that the essential criteria when applying for this role is that you are a tenured FCA-regulated Complaints Adviser and have extensive experience of sending final written responses . Without this experience, your application will not be progressed.</strong></p>
<p><strong>Customer experience is at the heart of everything we do at Monzo therefore the role as a Adviser at Monzo,&nbsp; will involve speaking to customers on the telephone as well as through in-app chat, social media platforms and email.</strong></p>
<h4><strong>About our Complaints team</strong></h4>
<p><span style="font-weight: 400;">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.</span><span style="font-weight: 400;"><br></span><span style="font-weight: 400;"><br></span><span style="font-weight: 400;">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!&nbsp;</span><span style="font-weight: 400;"><br></span><span style="font-weight: 400;"><br></span><span style="font-weight: 400;">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!</span></p>
<h4><strong>💛 What you'll be doing:</strong></h4>
<p><span style="font-weight: 400;">You’ll be the point of contact for customers who feel particularly disappointed in the service we’ve provided.&nbsp;</span></p>
<p><span style="font-weight: 400;">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 💪</span></p>
<p><span style="font-weight: 400;">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.</span></p>
<h4><strong>💬 </strong><strong>Your day-to-day</strong></h4>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Providing the best customer experience when handling customer’s complaints in writing and over the phone.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Supporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate future customer problems.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Helping to cultivate and maintain a unique and customer-centric culture.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Investigating complaints so we can give the customer the right outcome.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">We are the last point of contact for the customer to help resolve their complaint.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Working through customer problems and escalating these across Monzo where required to reach the right outcome within our deadlines.</span></li>
</ul>
<h4><strong>🌟 You should apply if&nbsp;</strong></h4>
<ul>
<li style="font-weight: bold;"><strong>You’re an experienced <span style="text-decoration: underline;">regulated complaint handler</span>, ideally within the banking sector but this is not essential.</strong></li>
<li style="font-weight: bold;"><strong>You have extensive experience of written final responses.</strong></li>
<li>You’re resilient and confident dealing with customers' problems over the phone, via email or chat.</li>
<li style="font-weight: 400;"><span style="font-weight: 400;">You’re adaptable to change, we’re a very fast growing business.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">You’re comfortable working to targets and deadlines.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">You’ve got a keen eye for detail and can reach fair outcomes for our customers.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">You’re great at explaining things to people, and have excellent written English.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">You enjoy investigating issues and getting to the root cause of them while putting things right.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">You can make the complex simple, and explain it to others in an engaging and informative way.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">You can quickly pick up the important parts of regulation, and understand how they impact Monzo.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">You’re deeply empathetic, always put yourself in the shoes of the customer and take end-to-end ownership of a customer's issue.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">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.&nbsp;</span></li>
</ul>
<h4><strong>🌈 The process&nbsp;</strong></h4>
<p><span style="font-weight: 400;">Our interview process involves 2 main stages:&nbsp;</span></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Apply with your CV and answer the application questions&nbsp;</span>
<p><em><span style="font-weight: 400;">Please reference any literature that you may refer to, as applications that are highly plagiarised and not your own work will be declined.</span></em></p>
</li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Recruiter Call (30 minutes)&nbsp;</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Role and value based interview with the team (60 minutes)&nbsp;</span></li>
</ul>
<p><strong>Top tip when applying ⭐️&nbsp;</strong></p>
<p><span style="font-weight: 400;">Please take your time with the application questions as the answers to these will help us decide if we’d like to interview you. Try to think about the </span><a href="https://monzo.com/tone-of-voice/"><span style="font-weight: 400;">tone of voice</span></a><span style="font-weight: 400;"> we use at Monzo when writing your responses.</span></p>
<p><strong>What’s in it for you:</strong></p>
<p><span style="font-weight: 400;">💰£24,750 - £29,625</span><span style="font-weight: 400;">&nbsp;</span><span style="font-weight: 400;">per year depending on experience&nbsp;</span></p>
<p><span style="font-weight: 400;">📍This role is based remotely</span></p>
<p><span style="font-weight: 400;">📚Learning budget of £1,000 a year for books, training courses and conferences</span></p>
<p><span style="font-weight: 400;">➕And much more, see our full list of benefits </span><a href="https://monzo.com/careers/"><strong>here</strong></a></p>
<p><strong>Logistics 🧰</strong></p>
<ul>
<li><span style="font-weight: 400;">Training will be up to 8 weeks. Please note that <strong><span style="text-decoration: underline;">no holidays</span></strong> are permitted during the training period.</span></li>
<li style="font-weight: bold;"><span style="font-weight: 400;"><strong>Shifts</strong> -&nbsp; 37.5 hours per week working&nbsp;<strong>Monday - Friday 9am-5:30pm and 1 in 4 weekends</strong></span></li>
<li style="font-weight: bold;"><strong>Start Date -&nbsp; Monday 27th October 2025</strong></li>
</ul>
<h4><span style="font-weight: 400;">🏡</span><strong> To work remotely you'll also need:</strong></h4>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">To work from home in the UK in a safe, private and distraction free environment</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">A solid internet connection (download speed - 10mbps; upload speed - 5 mbps)</span></li>
</ul>
<h4><span style="font-weight: 400;">💻</span><strong> Equipment:</strong></h4>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">We'll provide you with a work laptop on your first day. There's no need to supply your own.</span></li>
<li style="font-weight: 400;"><span style="font-weight: 400;">You do need to own your own smartphone, this will be needed each time you log into our customer support system.</span></li>
</ul>
<p><span style="font-weight: 400;">We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. <a href="https://monzo.com/blog/the-ultimate-guide-on-using-ai-to-ace-an-interview-at-monzo">You can read them here.</a></span></p>
<p><span style="font-weight: 400;">#LI-REMOTE #LI-CB<br><br></span></p><div class="content-conclusion"><hr>
<p><strong>Equal opportunities for everyone</strong></p>
<p>Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by 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. You can read more in our <a href="https://monzo.com/blog/diversity-and-inclusion">blog</a>, 2024 <a href="https://monzo.com/blog/our-2024-diversity-and-inclusion-report" target="_blank">Diversity and Inclusion Report</a> and 2024 <a href="https://monzo.com/blog/an-update-on-our-gender-pay-gap-2024">Gender Pay Gap Report.</a></p>
<p>We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.</p>
<p>If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊</p></div>