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- Tasks: Lead the strategy for handling complaints and supporting vulnerable customers in telecoms.
- Company: Join Monzo, a forward-thinking fintech on a mission to simplify banking.
- Benefits: Competitive salary, flexible hours, learning budget, and remote work setup.
- Why this job: Make a real difference by improving customer experiences and driving positive change.
- Qualifications: Experience in telecoms complaints management and knowledge of Ofcom regulations.
- Other info: Diverse and inclusive workplace with opportunities for personal and professional growth.
The predicted salary is between 58000 - 71000 £ 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. 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.
We’re building a small team to work on telecoms products, and are looking to hire great people with deep industry expertise who can help us build market leading operations and service. The Complaints and Vulnerable Customers Lead sits at the heart of this, developing processes and driving strategy to resolve customer problems as they develop, and to ensure compliance with UK regulations including the Ofcom general conditions.
Responsibilities- Drive our strategy and approach for handling complaints and vulnerable customers.
- Act as a source of knowledge on Ofcom regulations within the product team.
- Own our complaints and vulnerable customer policies for telecoms, ensuring compliance and effectiveness.
- Provide a complaints and Vulnerable Customer lens to product development to ensure that we are building an accessible and inclusive product.
- Ensure accurate, efficient, compliant, and delightful delivery of key operational elements of the customer journey.
- Work closely with the operations team, upskilling people and creating a culture of resolution, empathy and care.
- Significant experience in complaints or vulnerable customers for a MNO, MVNO or telecoms provider (preferably mobile, but fixed line will also be considered).
- A subject matter expertise in OfCom regulations.
- Excitement about building and scaling a complaints function from scratch to serve millions of people.
- Willingness and ability to lead by example and resolve customer complaints yourself.
- A proven mentor with a track record of elevating frontline teams, fostering a culture of continuous improvement, and equipping support agents to handle complex cases with both technical precision and genuine empathy.
- Enjoy 'getting things done' and achieving tangible outcomes.
- Thrive in ambiguity, ask incisive questions, and take a structured approach to problem-solving.
- Analytical in developing scalable operational strategies.
- Pride yourself on strong attention to detail.
- Work collaboratively with people at all levels and across functions and cultures.
- Experience working for or with financial services companies or banks would be advantageous but not essential.
- Comfortable with travel to one of our UK based offices, this will be semi-regular.
Not ticking every box? That’s totally okay! At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that’s listed just yet.
What’s In It For You- £68,200 - £84,500 + Share Options.
- Flexible working hours and trust to work enough hours to do your job well, and at times that suit you and your team.
- £1,000 learning budget each year to use on books, training courses and conferences.
- Support for your work-from-home setup.
- 30 minute Recruiter Call.
- 60 minute role specific competency based interview with the telecoms and operations teams.
- 60 minute values competency based interview.
The closing date for applications is Friday 6th February 2026 at 5pm GMT. We may close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.
Equal opportunitiesDiversity 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. We’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone.
Complaints and Vulnerable Customers Lead, Telecoms employer: Monzo Bank
Contact Detail:
Monzo Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints and Vulnerable Customers Lead, Telecoms
✨Tip Number 1
Get to know the company inside out! Research Monzo's values, products, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your storytelling skills! Prepare examples from your past experiences that highlight your problem-solving abilities and how you've handled complaints or worked with vulnerable customers. We want to hear your journey!
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing that interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our mission to make money work for everyone.
We think you need these skills to ace Complaints and Vulnerable Customers Lead, Telecoms
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to get to know the real you, so don’t be afraid to show your passion for helping customers and solving problems.
Tailor Your Application: Make sure to customise your application to highlight your experience with complaints and vulnerable customers. Use examples that demonstrate your understanding of Ofcom regulations and how you've made a difference in previous roles.
Show Your Problem-Solving Skills: We love candidates who can think on their feet! Share specific instances where you've tackled complex customer issues or improved processes. This will show us that you thrive in ambiguity and can drive strategic delivery.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at Monzo Bank
✨Know Your Stuff on Ofcom Regulations
Make sure you brush up on Ofcom regulations before the interview. This role is all about compliance, so being able to discuss these regulations confidently will show that you're serious about the position and understand the industry.
✨Showcase Your Empathy Skills
Since this role involves handling vulnerable customers, be prepared to share examples of how you've demonstrated empathy in past roles. Think of specific situations where you resolved complaints with care and understanding—this will highlight your suitability for the role.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you'd handle specific complaints or challenges. Practise structuring your answers using the STAR method (Situation, Task, Action, Result) to clearly convey your thought process and problem-solving skills.
✨Demonstrate Your Leadership Style
Even though this isn't a line management role, you'll need to lead through influence. Be ready to discuss how you've mentored others or fostered a culture of resolution in previous positions. Highlighting your collaborative approach will resonate well with the interviewers.
