Complaints Policy Manager

Monzo; United States; Remote; USD 55,000 - 70,000; Full time

Benefits offered by this job

Flexible working hours

£1,000 learning budget each year

MacBooks and home setup support

Incentive awards tied to your perfomrn

Competitive salary £41,300 - £52,250

Job summary

Monzo is seeking a senior leader for the Complaints team to drive excellence in customer outcomes. You will lead and coach a team of Complaints Lead Experts, own the policy framework, and provide direction on complex handling issues while leveraging QA insights, FOS outcomes and escalations.

You will collaborate with Product, Legal, Risk, Compliance and Operations to address regulatory developments, audits and disclosures, ensuring fair customer outcomes and continuous service improvements.

Qualifications

• Strong knowledge of UK complaint regulations incl. FCA DISP handbook and FOS requirements.
• Experience in leading, coaching and developing technical specialists.
• Ability to use complaint data and quality insights to drive improvements.
• Experience managing regulatory governance, control frameworks, audits.

Responsibilities

• Lead, coach and develop a team of Complaints Lead Experts.
• Own and improve the complaints policy framework.
• Provide oversight and direction on complex complaint handling issues.
• Use insights from QA, FOS outcomes and escalations to drive fixes.
• Partner with Product, Legal, Risk, Compliance and Operations leaders.
• Lead responses to regulatory developments, audits and compliance reviews.
• Oversee specialist activities, including regulatory disclosures and legal escalations.

Job description

London OR Cardiff OR Remote (UK) | £41,300 - £52,250 + Incentive Awards tied to your performance + benefits

Our Complaints team

Our mission is to make money work for everyone. Our Complaints team works alongside Customer Operations to make sure customers receive the best possible service, even when things go wrong.

You’ll play a key role by…

• Leading, coaching and developing a team of Complaints Lead Experts
• Owning and improving our complaints policy framework
• Providing oversight and direction on complex complaint handling issues
• Using insights from quality assurance, FOS outcomes and escalations
• Partnering with Product, Legal, Risk, Compliance and Operations leaders
• Leading our response to regulatory developments, audits and compliance reviews
• Overseeing specialist activities, including regulatory disclosures and legal escalations

We’d love to hear from you if…

• You have strong knowledge of UK complaint-handling regulations, including the FCA's DISP handbook and FOS requirements
• You're experienced in leading, coaching and developing technical specialists
• You can see the bigger picture, using complaint data and quality insights
• You're comfortable managing regulatory governance, control frameworks, audits
• You can build strong relationships across different teams
• You're confident balancing long-term strategic priorities with day-to-day operational challenges
• You're passionate about fair customer outcomes

What’s in it for you

• £41,300 - £52,250 + Incentive Awards tied to your performance + benefits
• Flexible working hours
• £1,000 learning budget each year
• MacBooks and support for work-from-home setup