Complaints Adviser

Monzo -

Full job description

Distant, UK £23,500 – £27,000 (relying on the noticed and evidenced efficiency displayed within the interview) + Advantages

Please notice – We’re in search of criticism handlers, at completely different phases of their criticism dealing with profession. At the least you will need to have banking expertise and have supported prospects with a frontline decision. In case you are already in a regulated criticism dealing with function, we’d love to listen to from you!

Please reference any literature that you could be confer with, as functions which are extremely plagiarised and never your individual work. e.g. ChatGPT, can be declined.

About us:
We’re right here to earn a living work for everybody and we’re doing issues in a different way. For too lengthy, banking has been obtuse, complicated and opaque.

We wish to change that and construct a financial institution with everybody, for everybody. Our superb neighborhood suggests options, check the app and provides us fixed suggestions so we are able to construct one thing everybody loves.

We’re centered on fixing issues, reasonably than promoting monetary merchandise. We wish to make the world a greater place and alter folks’s lives by Monzo.

About our Complaints group

Our Complaints perform sits alongside our Buyer Operations group to ensure we provide all our prospects the very best service, even when issues go fallacious. We embed empathy into our complaints course of to show misery into delight, and we’re in search of folks to affix our group who may help us drive this mission ahead.

This function is open to candidates with various ranges of expertise. Have you ever written last responses? Do you take pleasure in investigating complicated circumstances? Do you contemplate your self an skilled criticism handler? We’re in search of folks with criticism dealing with expertise to come back and be a part of us!

Or, are you trying to start your profession in banking criticism dealing with? In case you’ve tried to resolve complaints on the cellphone or tried to assist prospects resolve their issues earlier than they elevate a criticism, then come and assist us to satisfy and exceed our regulatory necessities!

You probably have this expertise, care deeply about making prospects completely satisfied, and are obsessed with making issues higher – we would love to listen to from you!

What you may be engaged on

You will be the purpose of contact for patrons who really feel significantly disillusioned within the service we have offered.

Our mission is to earn a living work for everybody, and whereas having an important app is a part of that, we additionally delight ourselves on offering world-class help. By fixing our prospects’ issues, treating them pretty and being completely clear, we consider we are able to make banking higher

We all know that issues can go fallacious typically, and you will be tasked with turning the state of affairs round whereas offering essential suggestions to Monzo on how we are able to make issues higher.

Your day-to-day

Offering the very best buyer expertise when dealing with buyer’s complaints in writing and over the cellphone.

Supporting Root Trigger Evaluation and inside suggestions loops with frontline help and specialist domains to mitigate future buyer issues.

Serving to to domesticate and preserve a singular and customer-centric tradition.

Investigating complaints so we may give the client the proper final result.

We’re the final level of contact for the client to assist resolve their criticism.

Managing a caseload of buyer issues and escalating these throughout Monzo the place required to succeed in the proper final result inside our deadlines.

You need to apply if

You will have banking expertise with an understanding of the complaints course of or, you are an skilled regulated criticism handler.

You are adaptable to vary, we’re a really quick rising enterprise.

You are snug working to targets and deadlines.

You are resilient and assured coping with prospects’ issues over the cellphone.

You have obtained a eager eye for element and might attain truthful outcomes for our prospects.

You are snug utilizing a laptop computer (we’ll give you a MacBook).

You are nice at explaining issues to folks, and have flawless written English.

You take pleasure in investigating points and attending to the foundation explanation for them whereas placing issues proper.

You may make the complicated easy, and clarify it to others in an enticing and informative approach.

You possibly can rapidly decide up the vital components of regulation, and perceive how they impression Monzo.

You are deeply empathetic, at all times put your self within the sneakers of the client and take end-to-end possession of a buyer’s problem.

You have obtained dependable entry to the web from your own home, and a personal area to work. You will want a minimal broadband velocity of 10mbp/s obtain and 5-8mbp/s add.

The Interview Course of ‍

Our interview course of includes 3 predominant phases:
Apply along with your CV and reply the appliance questions

Distant interview

High tip when making use of ⭐️

Please take your time with the appliance questions because the solutions to those will assist us resolve if we would prefer to interview you. Attempt to consider the tone of voice we use at Monzo when writing your responses.

In case you do have any particular questions forward of this please contact us on [email protected]

What’s in it for you:
£23,500 – £27,000 per yr relying on expertise

This function relies remotely, however when you favor an workplace setting, there may be alternatives to work in our Cardiff workplace

Studying price range of £1,000 a yr for books, coaching programs and conferences

➕And rather more, see our full checklist of advantages right here


You will be working 40 hours per week between 8am-8pm over 5 days Monday – Friday. Shifts might seem like 8am-5pm, 9am-6pm, 10am-7pm or 11am-8pm. You can not select your shift and so full flexibility is required.

Coaching can be for six weeks. Please notice that no holidays or appointments are permitted throughout the coaching interval.

To work remotely you may additionally want:
to earn a living from home within the UK in a secure, non-public and distraction free setting

a strong web connection (obtain velocity – 10mbps; add velocity – 5 mbps)

We’ll give you a piece laptop computer in your first day. There isn’t any want to provide your individual.

You do must personal your individual smartphone, this can be wanted every time you log into our buyer help system.

Equal Alternative Assertion

We’re actively creating an equitable setting for each Monzonaut to thrive.

Range and inclusion are a precedence for us and we’re ensuring we now have a lot of help for all of our folks to develop at Monzo. At Monzo, embracing variety in all of its types and fostering an inclusive setting for all folks to do the very best work of their lives with us. That is integral to our mission of earning money work for everybody. You possibly can learn extra in our weblog, 2022 Range and Inclusion Report and 2022 Gender Pay Hole Report.

We’re an equal alternative employer. All candidates can be thought of for employment with out consideration to ethnicity, faith, sexual orientation, gender id, household or parental standing, nationwide origin, veteran, neurodiversity standing or incapacity standing.


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