Complaints Policy Manager

• Join Monzo as Complaints Policy Manager, working fully remotely from the UK. • Lead a team of technical experts and shape how complaints are handled across Monzo. • Bring together regulatory requirements, customer needs and operational priorities to keep policies clear, effective and fair. • Strengthen the complaints framework and influence decisions across the business. • Help deliver better customer outcomes at scale while putting empathy at the heart of complaint handling. • Work alongside Customer Operations to make sure customers get great service even when things go wrong.

• Bring strong knowledge of UK complaint-handling regulations, including the FCA's DISP handbook and FOS requirements. • Show experience of leading, coaching and developing technical specialists. • Use complaint data, quality insights and emerging trends to shape strategy and improve processes. • Manage regulatory governance, control frameworks, audits and changes to regulatory requirements. • Build strong relationships across teams and influence senior stakeholders. • Turn complex regulatory information into clear, practical guidance. • Balance long-term strategic priorities with day-to-day operational challenges.

• Show passion for fair customer outcomes and for making complaint handling simpler and more empathetic. • Bring experience of regulatory audits and compliance reviews in a financial services setting. • Know how to work with legal escalations and third parties on complex complaints. • Apply even if you don't tick every box, as Monzo encourages applications from people who are keen to learn and grow.

• Lead, coach and develop a team of Complaints Lead Experts. • Own and improve the complaints policy framework, keeping processes, guidance, systems and customer communications consistent and compliant. • Provide oversight and direction on complex complaint handling issues across different complaint types. • Use insights from quality assurance, FOS outcomes and escalations to identify root causes and drive improvements. • Partner with Product, Legal, Risk, Compliance and Operations leaders to develop and embed policies and operational changes. • Lead the response to regulatory developments, audits and compliance reviews. • Oversee specialist activities, including regulatory disclosures, legal escalations and engagement with third parties.

We have been Monzo customers for years and have always loved their beautiful, simple app UI. We believe their product has a positive impact on millions of customers, motivating them to be more conservative with their spending and helping them save money. Monzo, as a company, has consistently grown over the past 10 years and is known for its strong company culture, generous benefits, and leadership that strives to be truly transparent and cares about its colleagues. It is a company that helps you advance your career and grow as a professional, working with great teams. If you like to join a thriving, upcoming bank and help millions of customers lead a financially sound life, Monzo gives you the opportunity to push ahead.

• Earn £41,300–£52,250 plus Incentive Awards tied to your performance. • Work fully remotely from the UK, with London and Cardiff also listed as location options. • Enjoy flexible working hours at times that suit you and your team. • Receive a £1,000 annual learning budget for books, training courses and conferences. • Get a MacBook and extra support for your work-from-home setup if you work fully remotely. • Access Monzo's wider benefits package.

Monzo is a UK bank on a mission to make money work for everyone, offering personal, business, joint and kids accounts, credit cards, savings, investments and pensions. It has grown from a prepaid card into a full banking provider over the last 10 years and is known for its award-winning customer service.