Complaints Team Manager

Job Description

Monzo is seeking a Complaints Team Manager to lead a team of FCA-regulated Complaints Advisors within the banking sector. The Complaints Team Manager will play a crucial role in ensuring customer satisfaction and resolving issues efficiently. This role involves managing a team of 12-15 Complaints COps, providing coaching and support, and fostering a customer-centric culture.

Responsibilities:

• Helping team members with personal and professional development.
• Ensuring customer satisfaction and quick resolution of issues.
• Managing a team of 12-15 Complaints COps.
• Instilling a strong customer-centric culture.
• Coaching and supporting the team to achieve goals.
• Empowering others to identify opportunities for improvement.
• Managing performance and providing feedback.
• Reviewing the quality of customer interactions.
• Ensuring secure data storage.
• Motivating the team during challenging periods.
• Aggregating feedback and communicating business changes.
• Contributing to a strong control environment.
• Conducting interviews and chairing employee relations cases.

Requirements:

• Experience in leadership and team engagement.
• Experience working within a Complaints area in a regulated environment.
• Experience in managing employee relations cases.
• Experience in improving team performance.
• Great time management and communication skills.
• Familiarity with MacOS, Slack, and GSuite tools.

What Monzo Offers:

• Salary of £32,200 - £37,900 plus benefits.
• Distributed working within the UK.
• Monday to Friday 9am - 5.30pm, with 1 in 4 weekends.
• Learning budget of £1,000 a year.