Complaints and Vulnerable Customers Lead, Telecoms

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

Hear from our UK team about what its like working at Monzo

UK Remote 68200 - 84500 Benefits

Our Telecoms team

Were building a small team to work on telecoms products and are looking to hire great people with deep industry expertise who can help us build market leading operations and service.

The Complaints and Vulnerable customers lead sits at the heart of this developing processes and driving strategy to resolve customer problems as they develop and to ensure compliance with UK regulations including the Ofcom general conditions.

Youll play a key role by

• Strategic delivery: Drive our strategy and approach for handling complaints and vulnerable customers.
• Compliance and regulatory insight: Act as a source of knowledge on Ofcom regulations within the product team.
• Policies: Own our complaints and vulnerable customer policies for telecoms ensuring compliance and effectiveness.
• Product Development: Provide a complaints and Vulnerable Customer lens to product development to ensure that we are building an accessible and inclusive product.
• Operational Delivery: Ensure accurate efficient compliant and delightful delivery of key operational elements of the customer journey.

Leading through influence: While this is a strategic role rather than a line managing role well expect you to work closely with the operations team upskilling people and creating a culture of resolution empathy and care.

Wed love to hear from you if

• Have significant experience in complaints or vulnerable customers for a MNO MVNO or telecoms provider (preferably mobile but fixed line will also be considered)
• A subject matter expertise in OfCom regulations.
• Are excited by building and scaling a complaints function from scratch to serve millions of people.
• Are willing and able to lead by example and resolve customer complaints yourself.
• A proven mentor with a track record of elevating frontline teams fostering a culture of continuous improvement and equipping support agents to handle complex cases with both technical precision and genuine empathy.
• Enjoy getting things done and achieving tangible outcomes.
• Thrive in ambiguity ask incisive questions and take a structured approach to problem-solving.
• Are analytical in developing scalable operational strategies.
• Pride yourself on strong attention to detail.
• Work collaboratively with people at all levels and across functions and cultures.
• Having experience working for or with financial services companies or banks would be advantageous but not essential.
• Comfortable with travel to one of our UK based offices this will be semi-regular.

Not ticking every box Thats totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo were dedicated to creating a diverse and welcoming team. If youre passionate about this role and keen to learn and grow with us we encourage you to apply even if you dont have everything thats listed just yet. Drop us your application wed love to hear from you!

Whats in it for you

68200 - 84500 Share Options

We offer flexible working hours and trust you to work enough hours to do your job well and at times that suit you and your team.

1000 learning budget each year to use on books training courses and conferences.

We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.

Plus lots more! Read our full list of benefits.

The application journey has 3 key steps

• 30 minute Recruiter Call.
• 60 minute role specific competency based interview with the telecoms and operations teams.
• 60 minute values competency based interview.

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

The closing date for applications is Wednesday 4th February2026 at 5pm GMT.

We may close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you dont miss out.

#LI-REMOTE

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