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- Tasks: Lead a dynamic team to resolve customer complaints and enhance satisfaction.
- Company: Join Monzo Bank, a forward-thinking bank simplifying finance for everyone.
- Benefits: Enjoy a £1,000 annual learning budget and flexible working hours.
- Why this job: Be part of a mission-driven team focused on positive customer experiences and personal growth.
- Qualifications: Must have experience managing a Complaints team in a regulated environment.
- Other info: Work Wednesday to Saturday with a supportive culture and opportunities for development.
The predicted salary is between 30000 - 48000 £ per year.
Complaints Team Manager, Wednesday to Saturday, 37.5 hours
Join us to apply for the Complaints Team Manager, Wednesday to Saturday, 37.5 hours role at Monzo Bank.
Get AI-powered advice on this job and access more exclusive features.
We’re on a mission to make money work for everyone.
We aim to simplify banking by moving away from traditional, complicated methods.
Over the past 10 years, our product range in the UK has expanded from prepaid cards to personal and business accounts, joint accounts, accounts for 16-17 year olds, a free kids account, and credit cards. We also offer savings, investments, and pensions.
With features like our hot coral cards and get-paid-early, along with financial education on social media and award-winning customer service, we create memorable experiences for our customers!
Our goal isn\’t just to sell products but to solve problems and positively impact lives through Monzo.
Hear from our UK team about working at Monzo
Remote, UK | £32,200 to £40,750 + Benefits | Hear from the team
Start Date: 29th September 2025
The hours are Wednesday to Friday, 8am to 7pm, Saturday 9am to 5.30pm
Training: Monday to Friday, 9am to 5.30pm for 5 weeks
- It\’s essential that you have managed a Complaints team in an FCA regulated environment to be considered for this role.
Our Complaints team
We are a team of over 200 FTE, including 19 Team Managers. Our Complaints function works alongside our Specialist Services team to deliver excellent customer service, even when issues arise. We focus on empathy to turn complaints into positive experiences, and we\’re looking for people who can help us advance this mission.
Your responsibilities include:
- Supporting your team’s personal and professional development.
- Ensuring customer satisfaction by resolving issues promptly and effectively.
- Managing a team of up to 12-15 Complaints COps, holding regular meetings.
- Fostering a customer-centric culture.
- Coaching team members to meet their goals.
- Empowering team members to identify opportunities for improvement.
- Handling complex queries and enhancing team knowledge.
- Providing performance feedback and supporting improvement.
- Monitoring quality of customer interactions.
- Maintaining secure handling of sensitive data.
- Motivating your team during periods of high demand.
- Ensuring inclusive communication within the team.
- Sharing best practices with other Managers.
- Gathering feedback to improve processes and tools.
- Communicating business changes effectively.
- Contributing to risk management and compliance.
- Participating in hiring and employee relations decisions.
Ideal candidate profile:
- Leadership experience, especially in team engagement.
- Experience in a Complaints role within an FCA regulated environment.
- Experience managing employee relations cases.
- Proven ability to improve team performance.
- Excellent time management and prioritization skills.
- Strong communication skills.
- Familiarity with MacOS, Slack, and GSuite.
Application process:
- Answer application questions below.
- Recruiter call.
- Competency-based interview with role play (90 mins).
Benefits include:£1,000 annual learning budget, plus many more. Read our full benefits list.
For AI application tips, read our guidelines here.
Questions? Contact ninaebanksmetcalfe@monzo.com. We support applicants with disabilities, neurodiversity, or other needs.
Deadline: Monday 11th August 2025 at 9am.
Additional info
- Seniority level: Mid-Senior level
- Employment: Full-time
- Industry: Banking
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Complaints Team Manager, Wednesday to 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 Team Manager, Wednesday to Saturday, 37.5 hours
✨Tip Number 1
Familiarise yourself with Monzo's mission and values. Understanding their approach to customer service and how they aim to simplify banking will help you align your responses during interviews, showcasing that you're a good fit for their culture.
✨Tip Number 2
Prepare examples from your past experience where you've successfully managed a complaints team in an FCA regulated environment. Highlight specific challenges you faced and how you turned them into positive outcomes, as this will demonstrate your capability for the role.
✨Tip Number 3
Brush up on your knowledge of performance management techniques. Be ready to discuss how you've previously motivated teams during high-demand periods and how you’ve implemented strategies to improve team performance.
✨Tip Number 4
Engage with Monzo's online presence, especially their social media channels. This will not only give you insights into their customer interactions but also provide you with talking points that can impress during your interview.
We think you need these skills to ace Complaints Team Manager, Wednesday to Saturday, 37.5 hours
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your leadership experience and any relevant roles in complaints management, especially within an FCA regulated environment. Use specific examples to demonstrate your ability to improve team performance.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and how you can contribute to Monzo's mission of simplifying banking. Mention your experience in managing teams and resolving complaints effectively.
Prepare for the Competency-Based Interview: Since the interview includes role play, think about scenarios where you've successfully handled complaints or improved team dynamics. Be ready to discuss your approach to coaching and motivating team members.
Highlight Your Communication Skills: Throughout your application, emphasise your strong communication skills. Mention any experience with inclusive communication and how you've fostered a customer-centric culture in previous roles.
How to prepare for a job interview at Monzo Bank
✨Showcase Your Leadership Skills
As a Complaints Team Manager, you'll need to demonstrate your leadership experience. Prepare examples of how you've engaged and motivated your team in previous roles, especially during challenging times.
✨Understand FCA Regulations
Since this role requires experience in an FCA regulated environment, brush up on relevant regulations and how they impact complaints handling. Be ready to discuss how you've navigated these regulations in past positions.
✨Emphasise Customer-Centric Approaches
Monzo values empathy and customer satisfaction. Prepare to share specific instances where you turned a complaint into a positive experience for the customer, highlighting your problem-solving skills.
✨Prepare for Role Play Scenarios
The interview includes a competency-based role play. Practice handling complex queries and providing feedback in a simulated environment. This will help you feel more confident and showcase your coaching abilities.
