Complaints Advisor - Remote

Overview

The Complaints Advisor role at Monzo focuses on providing exceptional customer service by resolving complaints and ensuring customer satisfaction.

In Short

• Remote position based in the UK.
• Salary range of £24,750 - £29,625 per year.
• Handle customer complaints via phone, email, and chat.
• Investigate complaints and provide fair outcomes.
• Support root cause analysis to mitigate future issues.
• Work with a customer-centric culture.
• Training period of up to 8 weeks.
• Full-time hours, Monday to Friday, with some weekends.
• Access to a learning budget of £1,000 per year.
• Must have experience as a regulated complaint handler.

Requirements

• Experience in complaint handling, ideally in banking.
• Extensive experience writing final responses.
• Strong communication skills, both verbal and written.
• Ability to work under pressure and meet deadlines.
• Empathetic approach to customer service.
• Reliable internet access and a private workspace.
• Detail-oriented with a focus on fair outcomes.
• Adaptable to change in a fast-paced environment.
• Ability to explain complex issues simply.
• Knowledge of relevant regulations impacting Monzo.

Benefits

• Competitive salary with performance-based increases.
• Remote working flexibility.
• Learning budget for professional development.
• Inclusive and diverse work environment.
• Access to various employee benefits.