Complaints Policy Manager

Job description

🚀 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 ❤️ London OR Cardiff OR Remote (UK) | 💰 £41,300 - £52,250 + Incentive Awards tied to your performance + benefits ✨ ⭐Our Complaints team Our mission is to make money work for everyone. And while having a great app is part of that, we pride ourselves on providing world-class support. By solving customers' problems, treating them fairly and being transparent, we believe we can make banking better 💪 Our Complaints team works alongside Customer Operations to make sure customers receive the best possible service, even when things go wrong. We put empathy at the heart of how we handle complaints and use what we learn to make things better. As our Complaints Policy Manager, you'll lead a team of technical experts and shape how we handle complaints across Monzo. You'll bring together regulatory requirements, customer needs and operational priorities to make sure our policies are clear, effective and fair. You'll play an important role in strengthening our complaints framework, influencing decisions across the business and helping us deliver better customer outcomes at scale. 🔑You’ll play a key role by… • Leading, coaching and developing a team of Complaints Lead Experts, creating an environment where people can grow and deliver high-quality technical advice. • Owning and improving our complaints policy framework, making sure processes, guidance, systems and customer communications are consistent, effective and meet regulatory expectations. • Providing oversight and direction on complex complaint handling issues, supporting teams to make fair, well-informed decisions across different complaint types. • Using insights from quality assurance, Financial Ombudsman Service (FOS) outcomes and escalations to identify root causes, shape our strategy and drive meaningful improvements. • Partnering with Product, Legal, Risk, Compliance and Operations leaders to develop and embed policies, frameworks and operational changes that improve customer experiences. • Leading our response to regulatory developments, audits and compliance reviews, making sure our controls, reporting and governance remain robust. • Overseeing specialist activities, including regulatory disclosures, legal escalations and engagement with third parties, to make sure we meet our obligations and deliver fair customer outcomes. 🤩 We’d love to hear from you if… • You have strong knowledge of UK complaint-handling regulations, including the FCA's DISP handbook and FOS requirements, and can apply them to real customer situations. • You're experienced in leading, coaching and developing technical specialists, he