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Director of Complaints

Cardiff, London or Remote (UK)

🚀 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 be a customer advocate in all you do and build a culture that your team is proud to be a part of, by owning and influencing engagement across the whole operation
  • Continuously reviewing, evaluating and challenging our current processes and metrics to make sure we have the right oversight over performance and we are driving the right efficiencies and improvements.
  • Enabling the safe and efficient delivery of change into the operation to allow us to scale and grow at pace
  • Identifying potential operational risks and developing strategies to mitigate them along with ensuring compliance with relevant regulations and industry standards
  • Developing and managing strategic partnerships across Monzo, and with new and existing third parties. You will build strong and effective stakeholder relationships throughout
  • Engaging confidently with senior leadership including C-suite and VPs
  • Engaging externally with industry experts and peers in external industry forums; responding to regulatory & industry requests for information
  • Maturing our processes and controls within your areas of responsibility to take Monzo’s control environment to the next level of maturity (and scalability).

 

You should apply if:

  • You can demonstrate excellent written English & verbal communication skills
  • You have a values driven approach in line with Monzo’s core values
  • You are an experienced Complaints Operations Director working within a UK bank or financial services company (including FinTech)
  • You have deep subject matter expertise in how operational teams serve Complaints, and have experience working alongside risk and policy owners
  • You are comfortable leading large multi-site operations and have a track record of developing high performing teams and delivering outstanding results
  • You can influence senior stakeholders and have a track record of solving complex problems and driving operational improvements that have real tangible impact
  • You're resilient and comfortable working in a fast paced environment where the day to day job is constantly evolving and changing
  • You’re hands-on and great at delivery & execution
  • You’re curious and collaborative - you’re great at asking incisive questions to pick things up and act on them quickly.
  • You have a proven track record of end to end project delivery and experience in leading through change
  • You use data to identify performance trends, solve problems and identify opportunities
  • You can provide specific actionable feedback to a wide range of audiences and levels
  • You are fluent in MacOS, Slack, and GSuite tools and the ability to adapt to learn new systems and processes
  •  It would be advantageous if you have experience at a fintech / challenger bank, and / or experience working in a scaling environment on your career journey.

    🙌 What’s in it for you

    💰£105,000 - £135,000 ➕share options

    ✈️ We’ll help you relocate to the UK

    ✅ We can sponsor your visa

    📍 This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London)

    ⏰ We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team. 

    📚 £1,000 learning budget each year to use on books, training courses and conferences.

    🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. 

    ➕ Plus lots more! Read our full list of benefits.

    🌈 The application journey has 4 key steps

    • 30 min recruiter call
    • 30 min initial call with the Hiring Manager
    • 2 hours of technical and behavioural interviews
    • 30 min stakeholder call

    This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible! 

    We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

    You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to business-hiring@monzo.com. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

    We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out. 

    #LI-TK1 #LI-REMOTE 

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, 2023 Diversity and Inclusion Report and 2024 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.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊

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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:

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