Complaints Advisor
Complaints Advisor
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Job Description
Were on a mission to make money work for everyone.
Were 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 aspersonal 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 andcombine 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!
Were not about selling products - we want to solve problems and change lives through Monzo
Remote UK 24750 - 29625 (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 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 were 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 Were 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 - wed love to hear from you!
What youll be doing:
Youll be the point of contact for customers who feel particularly disappointed in the service weve 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 youll 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 customers 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
- Youre an experienced regulated complaint handler ideally within the banking sector but this is not essential.
- You have extensive experience of written final responses.
- Youre resilient and confident dealing with customers problems over the phone via email or chat.
- Youre adaptable to change were a very fast growing business.
- Youre comfortable working to targets and deadlines.
- Youve got a keen eye for detail and can reach fair outcomes for our customers.
- Youre 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.
- Youre deeply empathetic always put yourself in the shoes of the customer and take end-to-end ownership of a customers issue.
- Youve got reliable access to the internet from your home and a private space to work. Youll need a minimum broadband speed of 10mbp/s download and 5-8mbp/s upload.
The 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.
- Recruiter Call (30 minutes)
- Role and value based interview with the team (60 minutes)
Top tip when applying
Please take your time with the application questions as the answers to these will help us decide if wed like to interview you. Try to think about the tone of voice we use at Monzo when writing your responses.
Whats in it for you:
24750 - 29625per year depending on experience
This role is based remotely
Learning budget of 1000 a year for books training courses and conferences
And much more see our full list of benefits here
Logistics
- Training will be up to 8 weeks. Please note that no holidays are permitted during the training period.
- Shifts - 37.5 hours per week workingMonday - Friday 9am-5:30pm and 1 in 4 weekends
- Start Date - Monday 27th October 2025
To work remotely youll 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:
- Well provide you with a work laptop on your first day. Theres 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.
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-CB
Equal opportunities for everyone
Diversity and inclusion are a priority for us and were making sure we have lots of support for all of our people to grow at Monzo. At Monzo were 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.
Were 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 dont need full or birth names at application stage
Required Experience:
Unclear Seniority
Employment Type
Advisor
