Complaints Team Manager, Monzo
£32.2-37.9k
Digital-only bank platform and marketplace
Be an early applicant
Digital-only bank platform and marketplace
1001+ employees
Be an early applicant
£32.2-37.9k
1001+ employees
Company mission
To build a new kind of bank that makes money work for everyone.
Role
Who you are
- You have experience in Leadership and have the ability to lead others in team success and engagement
- You have experience of working within a Complaints area in a regulated environment
- Experience in managing employee relations cases
- Experience of taking individuals and teams from a position of underperformance to high performance
- You have great time management skills, experience of managing conflicting priorities and prioritising time sensitive workloads
- You have excellent communication skills
- You are able to become fluent with MacOs, Slack and GSuite tools
What the job involves
- Please note that we are looking for candidates that are experienced in managing a team of FCA-regulated Complaints Advisers within the banking sector
- You’ll play a key role by..
- Helping each member of your team with their personal and professional development, listening to them, guiding them through hard times and celebrating their successes
- Making sure our customers are happy and satisfied, and their issues are fixed quickly and completely. This will involve organising people around you and taking quick action when you see a problem coming – whether it's helping to build scalable processes that are fit for purpose, supporting a training need, or addressing something going wrong
- Managing a team of 12 Complaints COps (although this may sometimes stretch up to 15 as we’re growing so quickly), by holding weekly meetings with your staff members - as individuals and as a group
- Instilling a strong customer-centric culture and making sure everyone stays focused on what really matters: helping our customers with their financial lives
- Coaching and supporting your team to achieve their personal, professional and performance goals
- Empowering others to spot opportunities to make a difference to customers and Monzo’s ways of working
- Helping your team with the most difficult queries and building their knowledge around complex issues
- Managing performance by giving sometimes difficult feedback and helping your team members to improve and learn
- Regularly reviewing the quality of your team’s customer interactions to identify areas of potential improvement, both individually and structurally
- Ensuring the secure storage and maintenance of sensitive personal data and performance related documents for reports
- Motivating your Team – we're growing fast and need to make sure COps stay engaged during challenging periods of demand
- Ensuring everyone in your Team feels they have a voice
- Working closely with other Team Managers to ensure that best practice is shared
- Aggregate the feedback from your Team into the Domain and wider COps leadership, to ensure we continue to improve on our processes and tooling
- Communicating business change, while ensuring your team remains fully engaged
- Contributing to the construction and maintenance of a strong control environment by minimising avoidable breaches and risk events
- Conducting interviews for Complaints advisors and contributing to hiring decisions
- Chairing employee relations cases and making decisions consistent with Monzo’s values
Application process
- Answering the applications questions below
- A call with a Recruiter
- A Leadership interview with Operations Managers and Team Managers (1 hour)
- A Technical Interview with Operations Managers and Team Managers (1 hour)
- Our average process takes around 3-4 weeks but we will always work around your availability.
Salary benchmarks
Our take
Monzo is a challenger bank that fully operates online and offers a full range of current, savings, business accounts, and more. The speed of the challenger banks to provide a great experience has been impressive, and the number of competitors appearing has proven the consumer desire for innovation.
Monzo remains one of the popular online banks, with more than 6 million customer active users. The company faces competition as more traditional banks, such as Goldman Sachs and JP Morgan, have launched their own digital banks. However, the new technologies that the company is built on enable it to expand quickly (with fewer issues) than the incumbent players' offerings.
With an increasing amount of people switching banks, the company's ever-expanding suite of banking and financial services (such as its buy-now-pay-later offering) has resulted in Monzo receiving the second-highest net switching gains among digital challenger banks (just behind Starling).
After setting U.S. expansion plans aside in 2020, the company launched in the U.S. market in early 2022, partnering with Sutton Bank to provide its U.S. accounts. After several years focused on narrowing its losses, Monzo hit profitability in the first two months of 2023. In the same year, 2 million new customers joined, tallying its customer base at 9 million in 2024.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 18 rounds)
May 2024
$190m
LATE VC
Mar 2024
$452.6m
LATE VC
Total funding: $1.9bn
Company benefits
- Yearly Salary Review + Proactive pay increases to reflect growing responsibilities + Share options
- Flexible working hours
- Work From Home Opportunities + we'll pay for any equipment you need to do your job
- 24 days holiday a year, plus bank holidays
- Paid sick leave for both physical & mental health + Health insurance via AXA or Vitality + Additional health insurance through Medicash
- Employee Assistance Programme
- Learning budget of £1,000 a year
- Aviva Pension Scheme + 4% Employer Contribution
- Paid maternity, paternity, adoption or shared parental leave (after 13 weeks of employment)
- 52 weeks of primary caregiver leave (6 months at 100% pay, 13 weeks at Statutory Maternity Pay, 13 weeks unpaid)
- 3 months of secondary caregiver leave at 100% pay
- Unum Life Insurance
- Access to fertility and family-forming health benefits via Fertifa
- Abellio Season Travel Tickets + Cycle-to-Work Scheme
Company HQ
City of London, London, UK
Leadership
Jonas Templestein
(CTO)Founder of HipDial. Former Software Engineer at Starling Bank.
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