ÂŁ24,000 - ÂŁ28,000 per year
Monzo Bank rVOngZ1
What might it look like to work here?
Stand by, we'll show you...
Stand by, we'll show you...
Youâve got reliable access to the internet from your home, and a private space to work.
đ Weâre on a mission to make money work for everyone.Weâre 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!
Weâre not about selling products - we want to solve problems and change lives through Monzo â¤ď¸
Hear from our team about what it's like working at Monzo â¨
đRemote, UK | đ°ÂŁ24,000 - ÂŁ28,000 (depending on the observed and evidenced performance displayed in the interview) + Benefits
Please note that the essential criteria when applying for this role is that you are a tenured FCA-regulated Complaints Adviser and have extensive experience of sending final written responses . Without this experience, your application will not be progressed.
About Us
Weâre here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque.
We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves.
We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.
About Our Complaints Team
Our Complaints function sits alongside our Customer Operations 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 weâre looking for people to join our team who can help us drive this mission forward.
Have you written final responses? Do you enjoy investigating complex cases? Do you consider yourself an experienced complaint handler? Weâre looking for people with complaint handling experience to come and join us!
If you have this experience, care deeply about making customers happy, and are passionate about making things better - we'd love to hear from you!
What You'll Be Working On đ
Youâll be the point of contact for customers who feel particularly disappointed in the service weâve provided.
Our mission is to make money work for everyone, and while having a great app is part of that, we also pride ourselves on providing world-class support. By solving our customersâ problems, treating them fairly and being totally transparent, we believe we can make banking better đŞ
We know that things can go wrong sometimes, and youâll be tasked with turning the situation around while providing crucial feedback to Monzo on how we can make things better.
Your day-to-day đŹ
- Providing the best customer experience when handling customerâs complaints in writing and over the phone.
- Supporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate future customer problems.
- Helping to cultivate and maintain a unique and customer-centric culture.
- Investigating complaints so we can give the customer the right outcome.
- We are the last point of contact for the customer to help resolve their complaint.
- Managing a caseload of customer problems and escalating these across Monzo where required to reach the right outcome within our deadlines.
You should apply if
- You have banking experience with an understanding of the complaints process or, youâre an experienced regulated complaint handler.
- You have extensive experience of written final responses
- Youâre adaptable to change, weâre a very fast growing business.
- Youâre comfortable working to targets and deadlines.
- Youâre resilient and confident dealing with customers' problems over the phone.
- Youâve got a keen eye for detail and can reach fair outcomes for our customers.
- Youâre comfortable using a laptop (weâll provide you with a MacBook).
- Youâre great at explaining things to people, and have excellent written English.
- You enjoy investigating issues and getting to the root cause of them while putting things right.
- You can make the complex simple, and explain it to others in an engaging and informative way.
- You can quickly pick up the important parts of regulation, and understand how they impact Monzo.
- Youâre deeply empathetic, always put yourself in the shoes of the customer and take end-to-end ownership of a customer's issue.
- Youâve got reliable access to the internet from your home, and a private space to work. Youâll need a minimum broadband speed of 10mbp/s download and 5-8mbp/s upload.
The Interview Process đŠâđź
Our Interview Process Involves 3 Main Stages
- Apply with your CV and answer the application questions Please reference any literature that you may refer to, as applications that are highly plagiarised and not your own work. e.g. ChatGPT, AI, will be declined.
- A call with one of our Recruitment Team.
- Remote interview đť
Top tip when applying âď¸
Please take your time with the application questions as the answers to these will help us decide if weâd like to interview you. Try to think about the tone of voice we use at Monzo when writing your responses.
If you do have any specific questions ahead of this please contact me on
Shifts & Training
- Shift pattern will be Monday to Friday, 9am - 5.30pm
- There will be 6 weeks of remote training which must be fully attended
- The start date for this role will be 16th September 2024.
Whatâs In It For You
đ°ÂŁ24,000 - ÂŁ28,000 per year depending on experience
đThis role is based remotely
đLearning budget of ÂŁ1,000 a year for books, training courses and conferences
âAnd much more, see our full list of benefits
here
Logistics đ§°
- Start date is 16th September 2024 - Training will be for 6 weeks. Please note that no holidays or appointments are permitted during the training period.
- Providing the best customer experience when handling customerâs complaints in writing and over the phone.
- Supporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate future customer problems.
- Helping to cultivate and maintain a unique and customer-centric culture.
- Investigating complaints so we can give the customer the right outcome.
- We are the last point of contact for the customer to help resolve their complaint.
- Managing a caseload of customer problems and escalating these across Monzo where required to reach the right outcome within our deadlines.
- You have banking experience with an understanding of the complaints process or, youâre an experienced regulated complaint handler.
- You have extensive experience of written final responses
- Youâre adaptable to change, weâre a very fast growing business.
- Youâre comfortable working to targets and deadlines.
- Youâre resilient and confident dealing with customers' problems over the phone.
- Youâve got a keen eye for detail and can reach fair outcomes for our customers.
- Youâre comfortable using a laptop (weâll provide you with a MacBook).
- Youâre great at explaining things to people, and have excellent written English.
- You enjoy investigating issues and getting to the root cause of them while putting things right.
- You can make the complex simple, and explain it to others in an engaging and informative way.
- You can quickly pick up the important parts of regulation, and understand how they impact Monzo.
- Youâre deeply empathetic, always put yourself in the shoes of the customer and take end-to-end ownership of a customer's issue.
- Youâve got reliable access to the internet from your home, and a private space to work. Youâll need a minimum broadband speed of 10mbp/s download and 5-8mbp/s upload.
- Apply with your CV and answer the application questions Please reference any literature that you may refer to, as applications that are highly plagiarised and not your own work. e.g. ChatGPT, AI, will be declined.
- A call with one of our Recruitment Team.
- Remote interview đť
- Shift pattern will be Monday to Friday, 9am - 5.30pm
- There will be 6 weeks of remote training which must be fully attended
- The start date for this role will be 16th September 2024.
- Start date is 16th September 2024 - Training will be for 6 weeks. Please note that no holidays or appointments are permitted during the training period.
đ Weâre on a mission to make money work for everyone.
Weâre 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!
Weâre not about selling products - we want to solve problems and change lives through Monzo â¤ď¸
Hear from our team about what it's like working at Monzo â¨
đRemote, UK | đ°ÂŁ24,000 - ÂŁ28,000 (depending on the observed and evidenced performance displayed in the interview) + Benefits
Please note that the essential criteria when applying for this role is that you are a tenured FCA-regulated Complaints Adviser and have extensive experience of sending final written responses . Without this experience, your application will not be progressed.
About Us
Weâre here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque.
We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves.
We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.
About Our Complaints Team
Our Complaints function sits alongside our Customer Operations 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 weâre looking for people to join our team who can help us drive this mission forward.
Have you written final responses? Do you enjoy investigating complex cases? Do you consider yourself an experienced complaint handler? Weâre looking for people with complaint handling experience to come and join us!
If you have this experience, care deeply about making customers happy, and are passionate about making things better - we'd love to hear from you!
What You'll Be Working On đ
Youâll be the point of contact for customers who feel particularly disappointed in the service weâve provided.
Our mission is to make money work for everyone, and while having a great app is part of that, we also pride ourselves on providing world-class support. By solving our customersâ problems, treating them fairly and being totally transparent, we believe we can make banking better đŞ
We know that things can go wrong sometimes, and youâll be tasked with turning the situation around while providing crucial feedback to Monzo on how we can make things better.
Your day-to-day đŹ
You should apply if
The Interview Process đŠâđź
Our Interview Process Involves 3 Main Stages
Top tip when applying âď¸
Please take your time with the application questions as the answers to these will help us decide if weâd like to interview you. Try to think about the tone of voice we use at Monzo when writing your responses.
If you do have any specific questions ahead of this please contact me on
Shifts & Training
Whatâs In It For You
đ°ÂŁ24,000 - ÂŁ28,000 per year depending on experience
đThis role is based remotely
đLearning budget of ÂŁ1,000 a year for books, training courses and conferences
âAnd much more, see our full list of benefits
here
Logistics đ§°
Weâre 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!
Weâre not about selling products - we want to solve problems and change lives through Monzo â¤ď¸
Hear from our team about what it's like working at Monzo â¨
đRemote, UK | đ°ÂŁ24,000 - ÂŁ28,000 (depending on the observed and evidenced performance displayed in the interview) + Benefits
Please note that the essential criteria when applying for this role is that you are a tenured FCA-regulated Complaints Adviser and have extensive experience of sending final written responses . Without this experience, your application will not be progressed.
About Us
Weâre here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque.
We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves.
We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.
About Our Complaints Team
Our Complaints function sits alongside our Customer Operations 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 weâre looking for people to join our team who can help us drive this mission forward.
Have you written final responses? Do you enjoy investigating complex cases? Do you consider yourself an experienced complaint handler? Weâre looking for people with complaint handling experience to come and join us!
If you have this experience, care deeply about making customers happy, and are passionate about making things better - we'd love to hear from you!
What You'll Be Working On đ
Youâll be the point of contact for customers who feel particularly disappointed in the service weâve provided.
Our mission is to make money work for everyone, and while having a great app is part of that, we also pride ourselves on providing world-class support. By solving our customersâ problems, treating them fairly and being totally transparent, we believe we can make banking better đŞ
We know that things can go wrong sometimes, and youâll be tasked with turning the situation around while providing crucial feedback to Monzo on how we can make things better.
Your day-to-day đŹ
You should apply if
The Interview Process đŠâđź
Our Interview Process Involves 3 Main Stages
Top tip when applying âď¸
Please take your time with the application questions as the answers to these will help us decide if weâd like to interview you. Try to think about the tone of voice we use at Monzo when writing your responses.
If you do have any specific questions ahead of this please contact me on
Shifts & Training
Whatâs In It For You
đ°ÂŁ24,000 - ÂŁ28,000 per year depending on experience
đThis role is based remotely
đLearning budget of ÂŁ1,000 a year for books, training courses and conferences
âAnd much more, see our full list of benefits
here
Logistics đ§°
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Geography:
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Economy:
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Education:
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Government:
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Events and Festivals:
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Tourism:
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