Complaints Adviser Remote (UK)

Monzo; United Kingdom; Remote; GBP 24,000 - 28,000; Full time

Job summary

An established industry player is seeking a dedicated Complaints Adviser to join their mission of transforming banking for everyone. In this remote role, you will be the voice of empathy, addressing customer complaints and turning frustrations into resolutions. Your expertise in FCA-regulated complaint handling will be crucial as you navigate through customer issues, ensuring they feel heard and valued. This role offers a unique opportunity to contribute to a customer-centric culture while working from the comfort of your home. Join a team that prioritizes making a positive impact on people's financial experiences and be part of a forward-thinking organization that values your input.

Benefits

Learning budget of £1,000

Work laptop provided

Flexible work environment

Diversity and inclusion initiatives

Qualifications

• Experience as an FCA-regulated Complaints Adviser is essential.
• Strong written communication skills for final responses required.

Responsibilities

• Handle customer complaints via phone and in writing.
• Investigate complaints and provide fair outcomes for customers.
• Support internal feedback loops to improve service.

Skills

FCA-regulated Complaints Handling

Customer Service

Written Communication

Problem Solving

Empathy

Adaptability

Tools

MacBook

Customer Support System

Job description

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.

Remote, UK | £24,750 - £27,250 (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.

This is a telephone-based role. If you are not comfortable with taking calls, please do not apply for this particular role.

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, tests the app, and gives 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 ensure 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. If you have complaint handling 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.

• Providing the best customer experience when handling customer 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.
• Being the last point of contact for the customer to help resolve their complaint.
• Working through 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 resilient and confident dealing with customers' problems over the phone.
• You’re adaptable to change; we’re a very fast-growing business.
• You’re comfortable working to targets and deadlines.
• 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 10mbps download and 5-8mbps upload.

Our interview process involves 2 main stages:

• Apply with your CV and answer the application questions.

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 at [e-mail].

What’s in it for you:

£24,750 - £27,250 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.

• Training will be for 6 weeks. Please note that no holidays or appointments are permitted during the training period.
• Shifts: rolling 5-day shift pattern over Monday to Sunday 9am - 5.30pm (37.5 hours).

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 - 5mbps).
• 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.

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.

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 the application stage.

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Have you written Final Response letters? *

Have you worked in a position where your sole duty has been handling FCA-regulated complex complaints? *

FCA's 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.

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

This is a call-centre role. If you are not comfortable with taking calls, please do not apply for this particular role.

Scenario 1: 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: 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 of urgency." (recommended word count: 250 - 500 words) *

Scenario 3: A customer gets in touch via our app with this message: "I've not had a reply to my message about my Direct Debit being cancelled incorrectly. I'm worried that I won't be able to pay my landlord and worried my account is broken and my benefits won't come through and I'll have no food for my kids. I struggle with reading and writing, no one has got in touch with me. I'm not happy about this and hoped Monzo would be better than this." In a few lines, tell us what are the complaint points and what have you identified about this customer. How would you look to resolve this giving the customer the best outcome? (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) *

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

I confirm I am able to work the rolling shift requirement across Monday to Sunday 9am - 5.30pm (37.5 hours) and I can commit to working these hours. *

The salary range for this role is £24,750 to £27,250. 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? *

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 - 5mbps). *

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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 that 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.
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