Facebook pixel

Complaints Adviser
Confirmed live in the last 24 hours
Remote • United Kingdom
Experience Level
Desired Skills
Customer Service
  • You have robust and specific regulated complaint handling experience - ideally within the Financial Sector
  • You're adaptable to change, we're a very fast growing business
  • You're resilient and confident dealing with complaints over the phone
  • You've got a keen eye for detail and can reach fair outcomes for our complainants
  • You're comfortable using a laptop (we'll provide you with a MacBook)
  • You're great at explaining things to people, and have flawless written English
  • You enjoy investigating complex issues and getting to the root cause of the issue 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
  • 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)
  • Providing the best customer experience when handling complex complaints in writing and over the phone
  • Supporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate future complaints
  • Helping to cultivate and maintain a unique and customer-centric culture
  • Investigating complex issues and engaging with the Financial Ombudsman Service
  • Delivering some general front-line Customer Service in addition to Complaints Handling
  • We are the last point of contact for the customer to help resolve their complaint

1,001-5,000 employees

Digital-only bank platform & marketplace
Company Overview
Monzo’s mission is to make money work for everyone by solving customers' problems, treating them fairly and being totally transparent.. The company has created an app with budgeting tools where you can spend, manage, and save your money, from your phone, fee-free.
  • Competitive salary
  • Flexible working hours
  • Work from home
  • Stock options
  • 32 days of paid vacation and public holidays per year
  • Health insurance
  • EAP
  • Learning budget
  • Home office stipend
  • Paid parental leave