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- Tasks: Help customers resolve complaints via phone, chat, and email while providing top-notch service.
- Company: Join Monzo Bank, a modern bank on a mission to simplify money management for everyone.
- Benefits: Enjoy remote work, a competitive salary, and a £1,000 learning budget for personal growth.
- Why this job: Be part of a team that turns customer distress into delight and makes banking better.
- Qualifications: Must have experience as a regulated complaints adviser and be comfortable handling complex cases.
- Other info: Work Tuesday to Saturday, with training provided and a MacBook supplied for your role.
The predicted salary is between 20700 - 24750 £ per year.
We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.
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.
Customer experience is at the heart of everything we do at Monzo therefore the role as a Complaints Advisor will involve speaking to customers on the telephone as well as through in-app chat, social media platforms and email.
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 we’re looking for people to join our team who can help us drive this mission forward.
You should apply if:
- 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 comfortable using a laptop (we’ll provide you with a MacBook).
- 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.
The Interview Process Involves 2 Main Stages:
- Apply with your CV and answer the application questions.
- Remote interview.
What’s In It For You:
- £24,750 - £29,625 per year depending on experience.
- This role is based remotely.
- Learning budget of £1,000 a year for books, training courses and conferences.
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.
Complaints Advisor (Tuesday - Saturday 37.5 hours) employer: Monzo Bank
Contact Detail:
Monzo Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Advisor (Tuesday - Saturday 37.5 hours)
✨Tip Number 1
Familiarise yourself with Monzo's customer service ethos. They pride themselves on empathy and turning distress into delight, so be prepared to demonstrate how you embody these values in your interactions.
✨Tip Number 2
Brush up on your knowledge of FCA regulations and complaint handling processes. Being able to discuss these confidently during your interview will show that you're well-prepared and understand the industry's standards.
✨Tip Number 3
Practice articulating complex issues simply. Since you'll need to explain solutions to customers clearly, showcasing your ability to break down complicated topics will be a big plus in the interview.
✨Tip Number 4
Prepare examples from your past experience where you've successfully resolved complaints. Highlighting specific instances where you've turned a negative situation into a positive outcome will resonate well with Monzo's mission.
We think you need these skills to ace Complaints Advisor (Tuesday - Saturday 37.5 hours)
Some tips for your application 🫡
Highlight Relevant Experience: Make sure to emphasise your experience as a regulated complaints adviser, particularly your ability to send final written responses. This is crucial for Monzo, so provide specific examples of your past work in this area.
Tailor Your Tone: When answering the application questions, adopt a tone that reflects Monzo's customer-centric approach. Use empathetic language and demonstrate your commitment to resolving customer issues effectively.
Detail Your Problem-Solving Skills: In your application, include examples of how you've successfully investigated complex complaints and turned negative experiences into positive outcomes for customers. This will showcase your ability to handle challenging situations.
Proofread Your Application: Before submitting, carefully proofread your application for clarity and grammatical accuracy. Excellent written English is essential for this role, so ensure your application is polished and professional.
How to prepare for a job interview at Monzo Bank
✨Show Your Empathy
As a Complaints Advisor, empathy is key. During the interview, demonstrate your ability to understand and relate to customer frustrations. Share examples of how you've turned negative experiences into positive outcomes in previous roles.
✨Highlight Your Complaint Handling Experience
Make sure to discuss your extensive experience in handling complaints, especially your ability to write final responses. Be prepared to provide specific examples of complex cases you've managed and the resolutions you achieved.
✨Familiarise Yourself with Monzo's Values
Research Monzo's mission and values before the interview. Show that you align with their goal of making banking better for everyone by discussing how you can contribute to their customer-centric culture.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Practice responding to hypothetical situations where you need to resolve a customer's complaint effectively while maintaining a positive experience.