Complaints Policy Manager

Title: Complaints Policy Manager Location: Cardiff, London or Remote (UK)

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, helping them build confidence and deliver great outcomes.

• You can see the bigger picture, using complaint data, quality insights and emerging trends to shape strategy and improve how things work.

• You're comfortable managing regulatory governance, control frameworks, audits and changes to regulatory requirements.

• You can build strong relationships across different teams, influence senior stakeholders and turn complex regulatory information into clear, practical guidance.

• You're confident balancing long-term strategic priorities with day-to-day operational challenges, making thoughtful decisions and keeping things moving.

• You're passionate about fair customer outcomes and finding ways to make complaint handling simpler, more consistent and more empathetic.

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. 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. Drop us your application, we’d love to hear from you!

🙌What’s in it for you

• 💰£41,300 - £52,250 + Incentive Awards tied to your performance ➕ benefits

• ⏰We offer flexible working hours and trust you 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.

• 🏡We will set you up to work from home; all employees are given MacBooks and for fully remote workers we will provide extra support for your work-from-home setup.

• ➕ Plus lots more! Read our full list of benefits.

🌈 The application journey has 4 key steps

1. Application 
2. Recruiter Call 
3. Role specific Interview 
4. Values Interview

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

🤖 We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

We’ll only close this role once we have enough applications for the next stage, so please apply as soon as you can - we don’t want you to miss out!

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