Head of Complaints

  • Monzo
  • London, UK
  • Apr 10, 2019
Full time Customer Service

Job Description

As we push to grow our products, we’re looking for someone who’s had experience in both leading and building a rapidly expanding team, and is deeply familiar with the Complaints Industry to join us. You will lead a team of Operations Analysts and Specialists.

The key focus of role will be

  • Optimisation: Looking at ways we can redesign the complaints process to have a great service, handled efficiently and quickly, against a compelling vision meeting Monzo’s award winning service expectations
  • Supporting complaints handling: handling key aspects such as forecasting, scheduling and supporting the cops in the best way possible to enhance success in their role
  • Leadership: Effectively managing a team made up of Operation Analysts and Specialists, motivating the team to excel in their roles and developing the careers of those you manage
  • Data-driven: Interpreting data confidently and using this information to suggest improvements for the complaints process and subsequently improve outcomes
  • Leading our root cause: Being able to oversee and develop the business root cause strategy. Manage the business narrative on root cause areas on complaints and actions to be taken. This will involve stakeholder relationships as below.
  • Stakeholder-management: Managing high-level stakeholder relationships, across several departments including holding conversations with the Board in providing updates within the overall complaints process.

You will be responsible for:

  • Designing the Complaints department to work at scale in a rapidly growing business, across differing product and in line with our product and growth diversification .
  • Ensuring a great interface with our Customer Operations business, making sure our Customer operatives have exceptional training, knowledge management and efficiency.
  • Owning and setting required management oversight information to ensure we are performing as expected
  • Making Root Cause insight, core to the design and iteration of our products
  • Building and structuring the team - making sure we have the right people, at the right time, as Monzo grows and some requirements may change
  • Striking the right balancing between our regulators and our customers ensuring we are compliant in a highly regulated environment.
  • Owning a great relationship with the FOS and regulators; and utilising the rich insights we can get from them
  • Managing team rituals, planning meetings and retrospectives - making sure the information flow out from, and into, the team is easy and effective
  • Making 'Complaints' a competitive advantage and pushing the insights learnt; championing what we're doing here (and potentially changing the industry!)

You should apply if:

  • You love Complaints and understand the important insight they bring to the business
  • You're product focused and can prioritise based on customer demands, business needs and risk mitigation
  • You can set the vision for the area and create an environment to achieve that
  • You have experience of managing a highly effective operation and how to do that effectively
  • You're a great manager and leader (and this is part of the job you really get a kick out of)
  • You have experience of stakeholder management across the business and externally with regulator and ombudsman.
  • You are an excellent and compelling communicator - both verbally and in writing


The application process consists of a short phone interview, followed by a practical written exercise with a follow up call, and a couple of on-site interviews at our office in London.

We care deeply about inclusive working practices and diverse teams. If you’d prefer to work part-time or as a job-share, we’ll facilitate this wherever we can – whether to help you meet other commitments or to help you strike a great work-life balance. We’re keen to ensure we’re designing a bank that works for everyone, so we particularly encourage applications from different under-represented demographics.