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Job Description
Monzo is seeking a Complaints Adviser to join their team and contribute to their mission of making money work for everyone. This role is crucial in providing exceptional customer service, especially when things go wrong. The Complaints Adviser will be responsible for handling customer complaints, investigating complex cases, and providing feedback to improve Monzo's services. The ideal candidate will have experience as a regulated complaints handler, preferably within the banking sector, and be comfortable communicating with customers via phone, chat, and email.
Role Involves:
- Handling customer complaints in writing and over the phone.
- Supporting Root Cause Analysis and internal feedback loops.
- Investigating complaints to reach the right outcome for customers.
- Escalating customer problems across Monzo to ensure resolution.
Requirements:
- Experience as a regulated complaint handler.
- Extensive experience in writing final responses.
- Resilience and confidence in dealing with customer issues.
- Adaptability to change in a fast-growing business.
- Comfort working to targets and deadlines.
- Excellent written English and communication skills.
- Empathy and a customer-centric approach.
- Reliable internet access and a private workspace.
What Monzo Offers:
- A salary of £24,750 - £27,250 per year depending on experience.
- Remote work opportunity within the UK.
- Learning budget of £1,000 a year for professional development.
