Complaints Advisor

1 Day ago • All levels • $24,750 PA - $29,625 PA

Job Summary

Job Description

As a Complaints Advisor at Monzo, you will be the primary contact for customers dissatisfied with our service, aiming to resolve issues and provide world-class support. You will handle complaints via phone, in-app chat, social media, and email, focusing on turning negative experiences into positive ones. Your role involves investigating complex cases, providing crucial feedback for improvement, and ensuring fair outcomes while maintaining a customer-centric culture. You will support Root Cause Analysis and escalate problems to meet deadlines.
Must have:
  • Be a tenured FCA-regulated Complaints Adviser
  • Have extensive experience of sending final written responses
  • Be comfortable speaking to customers on the telephone, in-app chat, social media, and email
  • Be experienced in handling complex complaints
  • Be resilient and confident in dealing with customer problems
  • Be adaptable to change in a fast-growing business
  • Be comfortable working to targets and deadlines
  • Possess a keen eye for detail to achieve fair customer outcomes
  • Be comfortable using a laptop (MacBook provided)
  • Have excellent written English
  • Enjoy investigating issues and getting to their root cause
  • Be able to simplify complex information for others
  • Quickly understand relevant regulations and their impact on Monzo
  • Be deeply empathetic and take end-to-end ownership of customer issues
  • Have reliable internet access (min 10mbps download, 5-8mbps upload) and a private workspace at home in the UK
  • Be able to start on Monday 29th September 2025
  • Have no holidays or appointments booked during the 6-week remote training period (Monday to Friday 9am - 5.30pm)
  • Be able to work 37.5 hours per week, Monday to Friday 9am - 5.30pm, and one full weekend in four (Saturday and Sunday)
  • Be comfortable taking calls as part of the role
  • Own a smartphone for logging into the customer support system
Good to have:
  • Experience within the banking sector for complaint handling
Perks:
  • Share options
  • Guaranteed time off on your birthday if it falls on a scheduled workday (outside training)
  • Learning budget of £1,000 a year for books, training courses, and conferences
  • Work laptop provided

Job Details

🚀 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

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.

⭐ 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.

🤩 We’d love to hear from you 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 gillianmacfarlane@monzo.com

🙌 What’s in it for you

💰£24,750 - £29,625 per year depending on experience + share options.

🎂We guarantee to approve time off on your birthday if it falls on a day you’re scheduled to work and it’s outside of your training period

📍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 🧰

  • Remote Training will be for 6 weeks. (Monday to Friday 9am - 5.30pm) Please note that no holidays are permitted during the training period.
  • Working Hours -  37.5 hours per week, Monday to Friday 9am - 5.30pm and one full weekend in 4 (Saturday and Sunday)
  • Start Date - Monday 29th September 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.

Closing Date: 22nd August 2025.  We will close this role once we feel we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

#LI-REMOTE #LI-GM

***

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 😊

Similar Jobs

Amanotes - Playable Ads Developer - Unity

Amanotes

Ho Chi Minh City, Vietnam (On-Site)
2 Years ago
Assystems - Integration and Interface Manager

Assystems

AlUla, Al Madinah Province, Saudi Arabia (On-Site)
9 Months ago
Marvell - Director of Taiwan Test Engineering

Marvell

Hsinchu City, Taiwan (On-Site)
2 Months ago
Sika Group - Program Manager

Sika Group

Chakan, Maharashtra, India (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

LeoVegas - Strategic Initiatives Manager

LeoVegas

Leeds, England, United Kingdom (Hybrid)
2 Months ago
Keywords Studios - Player Engagement Operations Manager

Keywords Studios

Mandaluyong, Metro Manila, Philippines (Hybrid)
3 Months ago
HP - Supply Chain Planner (Temporary Position)

HP

Sofia, Sofia City Province, Bulgaria (On-Site)
1 Year ago
Tide - Principal Cloud Engineer

Tide

Hyderabad, Telangana, India (Remote)
2 Months ago
head bang club - Fraud Investigator

head bang club

United Kingdom (Remote)
1 Month ago
undefined - Principal Software Engineer

Tel Aviv-Yafo, Tel Aviv District, Israel (Hybrid)
2 Months ago
Oliver Agency - Producer

Oliver Agency

India (Remote)
3 Weeks ago
Match Group - Director, Marketing

Match Group

Seoul, South Korea (Hybrid)
8 Months ago
Bushiroad - Department Leader/Manager (TCG)

Bushiroad

Singapore, Singapore (On-Site)
4 Months ago
AECOM - Senior Rail/Track Engineer

AECOM

Rocky Hill, Connecticut, United States (Hybrid)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in United Kingdom

Rebellion - Graduate Build Engineer

Rebellion

Oxford, England, United Kingdom (On-Site)
2 Months ago
Monzo - Senior Backend Engineer

Monzo

London, England, United Kingdom (Remote)
2 Months ago
Voldex - Head of Franchise Management

Voldex

London, England, United Kingdom (Remote)
1 Month ago
Sega (UK) - Lead Animator

Sega (UK)

Horsham, England, United Kingdom (Hybrid)
2 Months ago
Two Circles - Cyber Security Operations Manager

Two Circles

London, England, United Kingdom (Hybrid)
2 Months ago
super solid - UA Manager

super solid

London, England, United Kingdom (Hybrid)
1 Month ago
Ubisoft - Video and Motion Designer

Ubisoft

Newcastle Upon Tyne, England, United Kingdom (Hybrid)
2 Months ago
Hudl - Engineering Manager - AML

Hudl

London, England, United Kingdom (On-Site)
3 Months ago
Tesla - Senior Operations Specialist (Accounts Receivable), Leasing

Tesla

Manchester, England, United Kingdom (On-Site)
5 Months ago
FICO - Customer Success - Partner

FICO

London, England, United Kingdom (On-Site)
1 Year ago

Get notifed when new similar jobs are uploaded

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

We’re building the best bank in the world - a bank you'd be proud to use - and that means bringing together a talented team with diverse experiences, backgrounds and skills. We believe there should be an alternative to the banking of the past: we're focused on solving problems, rather than selling financial products, making your financial life simpler, and giving you complete control from your smartphone. Internally, we encourage an open, collaborative, inclusive working environment. We contribute to open source software, and we continually engage with our wonderful community. We’re hiring talented, creative problem-solvers to help us build the bank of the future.

United Kingdom (Remote)

London, England, United Kingdom (Hybrid)

London, England, United Kingdom (Remote)

London, England, United Kingdom (Remote)

London, England, United Kingdom (Remote)

London, England, United Kingdom (Remote)

London, England, United Kingdom (Remote)

View All Jobs

Get notified when new jobs are added by Monzo

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug