Complaints Advisor - Remote

Overview

The Complaints Advisor at Monzo is responsible for providing exceptional customer service by handling complaints and resolving issues effectively, ensuring customer satisfaction.

In Short

• Handle customer complaints via phone, email, and chat.
• Provide written final responses to complaints.
• Investigate and resolve complex customer issues.
• Support root cause analysis to prevent future complaints.
• Work in a fast-paced and growing environment.
• Maintain a customer-centric approach in all interactions.
• Collaborate with various teams to enhance customer experience.
• Work remotely from a private space in the UK.
• Participate in training and development programs.
• Adhere to regulatory standards and internal policies.

Requirements

• Experience as a regulated complaint handler.
• Strong written and verbal communication skills.
• Ability to handle difficult conversations with empathy.
• Detail-oriented with a focus on achieving fair outcomes.
• Comfortable using technology and working remotely.
• Resilient and adaptable to change.
• Experience in the banking sector is a plus but not essential.
• Reliable internet connection with specified bandwidth.
• Willingness to work 37.5 hours per week, Tuesday to Saturday.
• Passion for improving customer experiences.

Benefits

• Competitive salary between £24,750 and £29,625 per year.
• Learning budget of £1,000 per year for professional development.
• Flexible remote working environment.
• Supportive team culture focused on employee well-being.
• Access to a work laptop provided by the company.
• Comprehensive benefits package.
• Opportunities for career growth within the company.
• Inclusive workplace that values diversity.
• Regular team-building activities.
• Employee assistance programs for mental health support.