Complaints Adviser

🚀 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 - £27,250 (depending on the observed and evidenced performance displayed in the interview) + Benefits

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.

Customer experience is at the heart of everything we do at Monzo therefore the role as a Adviser at Monzo,  will involve speaking to customers on the telephone as well as through in-app chat, social media platforms and email.

About us:  

We’re here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque.

We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves.

We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.

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 should apply if 

• 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 resilient and confident dealing with customers' problems over the phone, via email or chat.
• 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: 

• Apply with your CV and answer the application questions 

  Please reference any literature that you may refer to, as applications that are highly plagiarised and not your own work will be declined.

• Remote interview 💻  

Top tip when applying ⭐️ 

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 tone of voice we use at Monzo when writing your responses.

If you do have any specific questions ahead of this please contact me on sambrewington@monzo.com

What’s in it for you:

💰£24,750 - £27,250 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-hour workweek, scheduled from 9:00 AM to 5:30 PM, including one weekend every four weeks.
• Start Date- Monday 21st July 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)

💻 Equipment:

• We'll provide you with a work laptop on your first day. There's no need to supply your own.
• You do need to own your own smartphone, this will be needed each time you log into our customer support system.

#LI-REMOTE #LI-SB

Equal opportunities for everyone

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 blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

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.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊