Director of Complaints

🚀 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 ✨

📍London or Remote UK | 💰 £105,000 - £135,000 + Benefits | Hear from the team ✨

About us

We’re here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque.

We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves.

We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.

About our Team:

Customers are incredibly important to us - they're the reason why Monzo exists. Our complaints team have a passion for solving problems and are extremely passionate about investigating the matter and putting things right!

What you'll be working on:

• Leading Complaints Operations and taking ownership of Complaints risk and policy, you’ll proactively deliver our strategy to achieve the next stage of our growth ambition.
• You will own and deliver world-class customer service through multi-channel management to deliver against all key goals and performance indicators with a strong focus on quality and customer experience.
• Create a culture of continuous improvement, increasing productivity and efficiency through great people leadership, coaching and developing the skills of your team.
• Leading by example. You’ll …