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Complaints Advisor
Monzo
Fully Remote
role reference:  wyw_#00451
Location
Fully Remote
Salary
Annual
£22,250-£25,500
Contract Full-time
Industry Banking
Hours 40 - 40 Hours
Closing date 18/09/2022
  • Customer Insight
  • Customer Relationship Management (CRM)
  • Customer Service
Description:

We already have a fantastic front-line Customer Operations team (COps) and want to strengthen this even more by bringing in some experienced Complaint Handlers. You’ll be the point of contact for customers who feel particularly disappointed in the service we’ve provided. 

Our mission is to make money work for everyone, and while having a great app is part of that, we also pride ourselves on providing world-class support. By solving our customers’ problems, treating them fairly,  and being totally transparent, we believe we can make banking better 💪

We know that things can go wrong sometimes, and you’ll be tasked with turning the situation around while providing crucial feedback to Monzo on how we can make things better.

What will you be doing day to day 💬

  • 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.

Work Location ☀️

You’ll be working either remotely within the UK or from our Cardiff office, to make sure we are here to help our customers over calls, social media platforms, email or in-app chat. 

Logistics 🧰

  • The starting salary for this role is in the range of £22,250-£25,500 per year depending on your experience (If you are based in Greater London we take this into consideration) and a range of benefits. All Monzo team members get share options as part of their package, with lots of opportunities for progression.
  • You’ll be working between 40 hours a week 8am-8pm over five days Monday - Friday. Shifts could look like 8am-5pm, 9am-6pm, 10am-7pm or 11am-8pm. You cannot choose your shift and so full flexibility is required.
  • The next start date is October 17th and training will be for up to 6 weeks. Please note that no holidays or appointments are permitted during the training period.
  • Interviews will be held on Thursday September 15th ahead of this start date so please apply asap.

You should apply if ✅

  • You have robust and specific 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. 

Application process 👩‍💼

The process consists of this initial application, an individual practical exercise, a group task, and Interviews with the Complaints team.

Interviews and the group task will be held in an Assessment Centre held remotely via Google Meet 

Diversity and inclusion is a priority for us – if we want to solve problems for people around the world, our team has to represent our customers. So we need to attract the best talent and create an environment that supports and includes them. You can read more about diversity and inclusion on our blog.

Key skills:
  • Customer Insight
  • Customer Relationship Management (CRM)
  • Customer Service
Annual
£22,250-£25,500

CONTRACT

INDUSTRY

Role Type

Closing Date

40 - 40 Hours
Flexibility:
Working Patterns
Self Rostering / Shift Swapping
Full-time
Flexibility:
Workplace
Remote or Mobile Working
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