This is a remote role for a Complaints Adviser at Monzo, a bank that aims to make money work for everyone. The role is telephone-based, and the ideal candidate will have extensive experience in handling complaints and sending final written responses. The salary range for this role is £24,750 – £27,250 per year, depending on experience.

Location

• Remote (UK)

Role of the Job

The Complaints Adviser will be the point of contact for customers who are dissatisfied with the service provided by Monzo. The role involves investigating complaints, providing solutions, and ensuring that customers are treated fairly and with transparency. The Complaints Adviser will also be responsible for providing feedback to Monzo on how to improve its services.

Main Responsibilities

• Providing the best customer experience when handling customer 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 to give customers the right outcome
• Working through customer problems and escalating these across Monzo where required to reach the right outcome within deadlines

Qualification Needed

• Extensive experience in handling complaints and sending final written responses
• Experience in a banking or financial services environment is desirable
• Excellent communication and problem-solving skills
• Ability to work independently and make decisions
• Strong analytical and critical thinking skills

FAQs

• What kind of experience do I need for this role?

You need extensive experience in handling complaints and sending final written responses.

• Is experience in the banking industry necessary?

Experience in the banking industry is desirable, but not necessary.

• What are the working hours for this role?

The role involves a rolling 5-day shift pattern over Monday to Sunday, 9am – 5:30pm (37.5 hours).

• What kind of training will I receive?

You will receive 6 weeks of training, and no holidays or appointments are permitted during this period.

• What equipment do I need for this role?

You will be provided with a work laptop, but you need to own a smartphone to log into the customer support system.

• What is the salary range for this role?

The salary range is £24,750 – £27,250 per year, depending on experience.

• How do I apply for this role?

You can apply by submitting your CV and answering the application questions.

• What is the interview process like?

The interview process involves 2 main stages: application and remote interview.

• What kind of environment do I need to work in?

You need to work in a safe, private, and distraction-free environment with a solid internet connection.

• Are there opportunities for growth and development?

Yes, Monzo offers a learning budget of £1,000 a year for books, training courses, and conferences.

• Is Monzo an equal opportunity employer?

Yes, Monzo is an equal opportunity employer and welcomes applications from diverse candidates.

• How long is the training period?

The training period is 6 weeks.

• Can I take holidays during the training period?

No, holidays or appointments are not permitted during the training period.

• What kind of skills do I need for this role?

You need excellent communication and problem-solving skills, as well as strong analytical and critical thinking skills.

• How do I know if I’m a good fit for this role?

You are a good fit if you have extensive experience in handling complaints, excellent communication skills, and a customer-centric approach.

• What is the start date for this role?

The start date is Monday, June 9th, 2025.17. How many hours do I need to work per week?You need to work 37.5 hours per week.

• What kind of support will I receive?

You will receive support from the Monzo team, including training and guidance.

• Can I work from anywhere in the UK?

Yes, this is a remote role, and you can work from anywhere in the UK with a solid internet connection.

• How do I contact the hiring manager?

You can contact the hiring manager, Heather Royston-Webb, at heatherroystonwebb@monzo.com.

Salary Package

• £24,750 – £27,250 per year, depending on experience. Monzo also offers a learning budget of £1,000 a year for books, training courses, and conferences.

Required Documents

• CV
• Application questions

How to Apply

You can apply by submitting your CV and answering the application questions. Make sure to reference any literature you may refer to, as applications with high plagiarism will not be considered.

Submit Application

• What Makes This Company Tick?

Monzo’s mission is to make money work for everyone. The company aims to achieve this by providing a simple, transparent, and user-friendly banking experience. Monzo’s focus is on solving problems rather than selling financial products, and the company strives to build a bank that truly serves its customers’ needs.

• What’s the Story Behind This Company?

Monzo was founded with a vision to revolutionize the banking industry. For too long, banking has been complex and opaque, but Monzo is working to change that. The company’s approach is centered around its community, with customers contributing to the development of its features and services. By listening to its users and iterating on feedback, Monzo is building a bank that truly understands its customers.

• Who’s Behind the Scenes?

Monzo’s team is passionate about building a bank that serves its customers’ needs. The company’s leadership team has a strong background in technology and finance, and Monzo’s employees are dedicated to creating a world-class banking experience. From software development to customer support, Monzo’s team is working tirelessly to make the company’s vision a reality.

• What’s on the Horizon?

As Monzo continues to grow and evolve, the company is focused on expanding its services and features to meet the changing needs of its customers. With a strong commitment to innovation and customer satisfaction, Monzo is poised to make a lasting impact on the banking industry. By staying true to its mission and values, Monzo is building a bank that will be a leader in the financial services sector for years to come.