Job Application for Complaints Adviser at Monzo

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

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 team about what it's like working at Monzo ✨

📍Remote, UK | 💰£24,000 - £30,000 (depending on the observed and evidenced performance displayed in the interview) + Benefits

Please note that the essential criteria when applying for this role is that you are a tenured FCA-regulated Complaints Adviser and have extensive experience of sending final written responses . Without this experience, your application will not be progressed.

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 Complaints team

Our Complaints function sits alongside our Customer Operations team to make sure we offer all our customers the best possible service, even when things go wrong. We embed empathy into our complaints process to turn distress into delight, and we’re looking for people to join our team who can help us drive this mission forward.

Have you written final responses? Do you enjoy investigating complex cases? Do you consider yourself an experienced complaint handler? We’re looking for people with complaint handling experience to come and join us!

If you have this experience, care deeply about making customers happy, and are passionate about making things better - we'd love to hear from you!

What you'll be working on 💛

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.

Your day-to-day 💬

Providing the best customer experience when handling customer’s 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 so we can give the customer the right outcome.
We are the last point of contact for the customer to help resolve their complaint.
Managing a caseload of customer problems and escalating these across Monzo where required to reach the right outcome within our deadlines.

You should apply if

You have banking experience with an understanding of the complaints process or, you’re an experienced regulated complaint handler.
You have extensive experience of written final responses
You’re adaptable to change, we’re a very fast growing business.
You’re comfortable working to targets and deadlines.
You’re resilient and confident dealing with customers' problems over the phone.
You’ve got a keen eye for detail and can reach fair outcomes for our customers.
You’re comfortable using a laptop (we’ll provide you with a MacBook).
You’re great at explaining things to people, and have excellent written English.
You enjoy investigating issues and getting to the root cause of them 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.

The Interview Process 👩‍💼

Our interview process involves 2 main stages:

Apply with your CV and answer the application questions
Please reference any literature that you may refer to, as applications that are highly plagiarised and not your own work. e.g. ChatGPT, AI, will be declined.
Remote interview 💻

Top tip when applying ⭐️

Please take your time with the application questions as the answers to these will help us decide if we’d like to interview you. Try to think about the tone of voice we use at Monzo when writing your responses.

If you do have any specific questions ahead of this please contact me on Scottsurridge@monzo.com

What’s in it for you:

💰£24,000 - £30,000 per year depending on experience

📍This role is based remotely

📚Learning budget of £1,000 a year for books, training courses and conferences

➕And much more, see our full list of benefits here

Logistics 🧰

Start date is 24th June 2024 - Training will be for 6 weeks. Please note that no holidays or appointments are permitted during the training period.
You’ll be working 37.5 hours a week, 9am - 5.30pm Monday - Friday, including Bank Holidays.

🏡 To work remotely you'll also need:

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)

💻 Equipment:

We'll provide you with a work laptop on your first day. There's no need to supply your own.
You do need to own your own smartphone, this will be needed each time you log into our customer support system.

#LI-REMOTE #LI-SS

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2022 Diversity and Inclusion Report and 2023 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

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🛂 Please confirm your UK Right to Work status. Please note that we cannot provide visa sponsorship for this role

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We legally have to verify your Right to Work in the UK before you can start working for us. We're asking for this information now so we know later what type of right to work check we need to do. Your answer to this question won't affect the outcome of your application.

Please note that we cannot provide visa sponsorship for this role.

Have you worked in a position where your sole duty has been handling FCA-regulated complex complaints in banking or energy supplier environment?

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FCAs definition of a complaint (regulated) - any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience

Have you written Final Response letters?

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I confirm I have read and understood the shift requirements and I can commit to working these hours.

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I understand that as a COp at Monzo, my role will involve speaking to customers on the telephone as well as through in app chat, social media platforms and email.

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I confirm that if I was successful within this role, I would be working from home in the UK in a safe, private and distraction free environment, with a solid internet connection (download speed - 10mbps; upload speed - 5 mbps).

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Please confirm the first 3 or 4 digits of postcode of where you live e.g. LS1 or SW11

I confirm that the answers written in my application are completely my own work, and I have not collaborated with any other person, or used any AI tools to aid me with my answers.

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Please note, we will run all responses through an AI text classifier, and any answers which show that AI has been used will be automatically rejected.

Scenario 1 (Identification of dissatisfaction) This customer has contacted us on chat with the below message. Pick out the complaints points you would address if you were handling this. You can list these as bullet points. "HELLO? Is anyone there!?!? Nobody answers my calls and now I'm once again waiting here. How many times am I going to have to explain myself? It's ridiculous I keep having to speak to different people. I've submitted evidence for my dispute three times now I'm really upset you are still asking questions about this. Stop wasting my time and give me my money back, it's unacceptable I'm still without my money and feels like you're siding with the merchant."

Scenario 2 (Vulnerability response) A customer has contacted us by e-mail and we’d like you to reply to the customer focusing on your writing skills and any support you would offer to the customer. "I'm truly at my wits end and don't know what to do. I've not had access to my Monzo app for 3 days and I'm really struggling. I just need access to my money PLEASE. Can you please just transfer my money to a friend? I need to purchase medication as a matter or urgency." (recommended word count: 250 - 500 words)

Scenario 3 (Priorities) Our Complaint Handlers juggle lots of different tasks on a daily basis and will need to make decisions about what they should focus on first. We’ve given you a list of things that have come up in one day, please list these in the order you would work them in and explain the reason for this. If you plan to leave some tasks to another day, please let us know what ones and why. 1. One acknowledgement of a complaint that was logged a week ago with multiple complaint points across four phone calls. 2. Callback to a vulnerable customer whos complaint you're looking into that is experiencing financial difficulty. 3. Three complaints that have a due date of today. 4. You've received another failed quality check on your work but you disagree with the scoring. (recommended word count: 250 - 500 words)

Scenario 4 - Not hitting targets You’re a couple of months into your new role and doing a great job with the productivity targets that have been set. However, unfortunately your three most recent quality checks have come back as outcome fails. Can you talk us through your response to this, such as the conversation you have with your Team Manager, considerations to improving your quality whilst maintaining your productivity, and what realistic smart goals you would set yourself? (recommended word count: 250 - 500 words)

The salary range for this role is £24,000 to £30,000. The highest end of this range is offered to those that have written Final Responses, have extensive FCA-regulated experience in banking, as well as observed performance in an interview. With this in mind, what are your salary expectations?

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A US Person is defined as someone who:

was born in the United States (US)
has at least 1 parent who was born in the US
is a naturalised citizen of the US
is a green card holder
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👤 Identity survey

Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow.

Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is:

Voluntary. And we've included a "prefer not to say" option for every question. It'd be helpful if you still fill out the survey even if you choose "prefer not to say" for every question, as it's useful for us to understand & record this. We won't know if you choose to fill this survey in or not.
Anonymous to Monzo. We can't tie your responses to you and they won't make a difference to the outcome of your application. We'll only use grouped responses for equal opportunities monitoring in our hiring process.

For more information on how we'll use this data, please read our candidate privacy notice.

By filling out this survey, you agree that we can use your responses for the purposes we've mentioned above. You are not letting us know if we need to make any adjustments to the hiring process because of disability or neurodiversity - to do this please email us.

How would you describe your gender identity?

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Complaints Adviser

About us:

About our Complaints team

What you'll be working on 💛

Your day-to-day 💬

You should apply if

The Interview Process 👩‍💼

🏡 To work remotely you'll also need:

💻 Equipment:

Apply for this job

👤 Identity survey