Complaints Team Manager, Monday to Friday, 1 in 4 weekends

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 ️

The hours for this role are Monday to Friday 9am to 5.30pm, with 1 in 4 weekends (Saturday or Sunday 9am - 5.30pm)

** in the spirit of transparency, it is essential that you have managed a Complaints team in a FCA regulated environment to be considered for this role **

Our Complaints team

We are a domain with an FTE over 200, currently made up of 19 Team Managers. Our Complaints function sits alongside our Specialist Services team to make sure 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.

• Helping each member of your team with their personal and professional development, listening to them, guiding them through hard times and celebrating their successes.
• Making sure our customers are happy and satisfied, and their issues are fixed quickly and completely. This will involve organising people around you and taking quick action when you see a problem coming – whether it's helping to build scalable processes that are fit for purpose, supporting a training need, or addressing something going wrong.
• Managing a team of up to 12 Complaints COps (although this may sometimes stretch up to 15 as we’re growing so quickly), by holding weekly meetings with your team members - as individuals and as a group
• Instilling a strong customer-centric culture and making sure everyone stays focused on what really matters: helping our customers with their financial lives
• Coaching and supporting your team to achieve their personal, professional and performance goals
• Empowering others to spot opportunities to make a difference to customers and Monzo’s ways of working
• Helping your team with the most difficult queries and building their knowledge around complex issues
• Managing performance by giving sometimes difficult feedback and helping your team members to improve and learn
• Regularly reviewing the quality of your team’s customer interactions to identify areas of potential improvement, both individually and structurally
• Ensuring the secure storage and maintenance of sensitive personal data and performance related documents for reports
• Motivating your Team – we're growing fast and need to make sure COps stay engaged during challenging periods of demand
• Ensuring everyone in your Team feels they have a voice
• Working closely with other Team Managers to ensure that best practice is shared
• Aggregate the feedback from your Team into the Domain and wider COps leadership, to ensure we continue to improve on our processes and tooling
• Communicating business change, while ensuring your team remains fully engaged
• Contributing to the construction and maintenance of a strong control environment by minimising avoidable breaches and risk events.
• Conducting interviews for Complaints advisors and contributing to hiring decisions
• Chairing employee relations cases and making decisions consistent with Monzo’s values.
• You have experience in Leadership and have the ability to lead others in team success and engagement
• You have experience of working within a Complaints area in a FCA regulated environment
• Experience in managing employee relations cases
• Experience of taking individuals and teams from a position of underperformance to high performance
• You have great time management skills, experience of managing conflicting priorities and prioritising time sensitive workloads
• You have excellent communication skills
• You are able to become fluent with MacOs, Slack and GSuite tools

Our interview process involves:

• Answering the applications questions below
• A competency-based interview with coaching role play exercise (90 mins)

What’s in it for you

£1,000 learning budget each year to use on books, training courses and conferences.

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to ninaebanksmetcalfe@monzo.com . You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

The closing date for applications is Monday 11th August 2025 at 9am.

#LI-REMOTE #LI-NEM

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. You can read more in our blog , 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

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 application stage

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Please confirm that you are able to work a shift pattern of Monday to Friday 9am to 5.30pm and 1 weekend in 4 (Saturday or Sunday) 9am - 5.30pm * Select...

Please confirm that you are able to start on Monday 29th September and can attend full time training Monday to Friday 9am to 5.30pm for 5 weeks. * Select...

Have you worked in an FCA Regulated Complaints environment? * Select...

Have you managed a Complaints team in a FCA regulated environment? * Select...

How long have you been managing a team? Please outline how many people are in your team. *

The salary range for this role is £32,200 to £40,750. What is your current salary? *

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• has at least 1 parent who was born in the US
• is a naturalised citizen of the US
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