Overview

Join to apply for the Complaints Advisor - 10th November 2025 role at Monzo Bank. Remote, UK. Salary: £24,750 - £29,625 per year (depending on experience) + Benefits.

Customer experience is at the heart of everything we do at Monzo. The Complaints team sits with our Customer Operations to provide excellent service, even when things go wrong. You will be speaking to customers on the telephone, via in-app chat, social media, and email, handling complaints and providing fair, transparent outcomes.

Important note: The essential criteria is that you are a tenured FCA-regulated Complaints Adviser with extensive experience of sending final written responses. Without this experience, your application will not be progressed.

About the team: Have you written final responses? Do you enjoy investigating complex cases? We’re looking for people with complaint handling experience to join our team and help drive our mission forward.

What You’ll Be Doing

• Be the point of contact for customers who are disappointed with the service provided, handling complaints in writing and over the phone.
• Support Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate future problems.
• Cultivate and maintain a customer-centric culture.
• Investigate complaints to determine the right outcome.
• Act as the last point of contact to help resolve complaints within deadlines and escalate where required to reach the right outcome.
• Communicate clearly to customers and provide feedback to Monzo on process improvements.

Qualifications & Skills

• Experienced regulated complaint handler; banking sector experience is preferred but not essential.
• Extensive experience in producing final written responses.
• Resilient and confident communicating with customers over the phone, email, or chat.
• Adaptable to change in a fast-growing business; able to work to targets and deadlines.
• Keen eye for detail with the ability to reach fair outcomes for customers.
• Excellent written English and ability to explain complex concepts simply.
• Experience investigating issues and identifying root causes while putting things right.
• Empathetic approach with end-to-end ownership of customer issues.
• Reliable home internet (minimum 10 Mbps download, 5 Mbps upload) and private workspace.

Logistics

• Start Date: Monday 10th November 2025.
• Training: up to 8 weeks; no holidays during the training period.
• Shifts: 37.5 hours per week, Monday to Friday 9:00–17:30 and 1 in 4 weekends (with a weekday off in the week when weekend shifts occur).
• Remote work from the UK with suitable home setup.
• Equipment: Monzo provides a work laptop; you must use your own smartphone for logging in to the customer support system.

What’s In It For You

• Salary: £24,750 - £29,625 per year depending on experience.
• Remote role with a learning budget of £1,000 per year for books, training courses, and conferences.
• Comprehensive benefits package (full details available via the application or company site).