Complaints Policy Manager

Job not on LinkedIn

🔥 4 hours ago

🇬🇧 United Kingdom – Remote

💵 £41.3k - £52.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

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Monzo Bank

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🏦 Banking

💳 Fintech

👥 B2C

Banking • Fintech • B2C

Monzo Bank is a digital bank based in the UK, known for its innovative app offering a wide range of personal banking services. It provides features such as fee-free spending abroad, automatic bill sorting, early salary payments, and round-up savings. Monzo offers various account types, including joint accounts, under 16s accounts, and savings pots with competitive interest rates. Customers can manage savings, investments, and pensions directly through the app, along with credit and loan options. Monzo emphasizes strong security features and customer support, making banking easy and accessible for its users.

📋 Description

• Lead, coach and develop a team of Complaints Lead Experts • Own and improve the complaints policy framework, including processes, guidance, systems and customer communications • Provide oversight and direction on complex complaint-handling issues • Use quality assurance, Financial Ombudsman Service outcomes and escalations to identify root causes and drive improvements • Partner with Product, Legal, Risk, Compliance and Operations leaders on policies, frameworks and operational changes • Lead responses to regulatory developments, audits and compliance reviews • Maintain robust controls, reporting and governance • Oversee regulatory disclosures, legal escalations and third-party engagement

🎯 Requirements

• Strong knowledge of UK complaint-handling regulations, including the FCA's DISP handbook and FOS requirements • Experience leading, coaching and developing technical specialists • Ability to use complaint data, quality insights and emerging trends to shape strategy and improve processes • Experience managing regulatory governance, control frameworks, audits and regulatory requirement changes • Ability to build relationships across teams and influence senior stakeholders • Ability to turn complex regulatory information into clear, practical guidance • Ability to balance long-term strategic priorities with day-to-day operational challenges • Passion for fair customer outcomes and simpler, more consistent, empathetic complaint handling

🏖️ Benefits

• Incentive Awards tied to your performance • Flexible working hours • £1,000 learning budget each year for books, training courses and conferences • MacBook provided to all employees • Extra support for fully remote workers’ work-from-home setup • Additional benefits listed by Monzo

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