Are you a seasoned complaints handler looking for a new challenge? Monzo is on the hunt for a Complaints Advisor to join their dynamic team and help deliver exceptional customer experiences. With a focus on empathy and problem-solving, you’ll be part of a team that’s changing the face of banking.
Employment Type
Full-time
Company
Monzo, based in London, UK
Location
UK Remote
Salary
£24,750 – £29,625 per year
Work Schedule
37.5 hours per week, Monday to Friday 9am-5:30pm, and 1 in 4 weekends (Saturday and Sunday)
Language Required
English
Training Provided
Up to 8 weeks of training
Responsibilities
Providing the best customer experience when handling customer’s 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
Working through customer problems and escalating these across Monzo where required to reach the right outcome within our deadlines
What’s in it for you
£24,750 – £29,625 per year depending on experience
Learning budget of £1,000 a year for books, training courses, and conferences
Opportunities for growth and development
Logistics
Training will be up to 8 weeks. Please note that no holidays are permitted during the training period.
Shifts 37.5 hours per week working Monday – Friday 9am-5:30pm and 1 in 4 weekends (Saturday and Sunday)
Start Date – Monday 27th October 2025
To work remotely you’ll also need:
To work from home in the UK in a safe, private and distraction-free environment
A solid internet connection (download speed – 10mbps; upload speed – 5 mbps)
Equipment: We’ll provide you with a work laptop on your first day. There’s no need to supply your own. You do need to own your own smartphone, this will be needed each time you log into our customer support system.
Requirements
You’re an experienced regulated complaint handler, ideally within the banking sector but this is not essential
You have extensive experience of written final responses
You’re resilient and confident dealing with customers’ problems over the phone, via email or chat
You’re adaptable to change, we’re a very fast-growing business
You’re comfortable working to targets and deadlines
You’ve got a keen eye for detail and can reach fair outcomes for our customers
You’re 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
You’re deeply empathetic, always put yourself in the shoes of the customer and take end-to-end ownership of a customer’s issue
You’ve got reliable access to the internet from your home, and a private space to work
You’ll need a minimum broadband speed of 10mbp/s download and 5-8m bp/s upload
Application Guidelines
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 will be declined
Recruiter Call (30 minutes)
Role and value-based interview with the team (60 minutes)
Documents Needed
CV
Application answers