{"id":3988186,"url":"https://alion.io/job/monzo-complaints-policy-manager","title":"Complaints Policy Manager","company":{"id":5428,"name":"Monzo","domain":"monzo.com","url":"https://alion.io/company/monzo","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"C","score":67,"open_postings":57,"ghost_share":0.544,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Public Policy","role_family":"Public Policy","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cardiff, United Kingdom"],"countries":["GB"],"hiring_countries":["GB"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-09T19:35:18Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-10T03:46:20Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"We’re on a mission to make money work for everyone.\nWe’re waving goodbye to the complicated and confusing ways of traditional banking.\nAfter 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. \nWith 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!\nWe’re not about selling products - we want to solve problems and change lives through Monzo\nLondon OR Cardiff OR Remote (UK) | £41,300 - £52,250 + Incentive Awards tied to your performance + benefits\n⭐Our Complaints team\nOur 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\nOur 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.\nAs 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.\nYou’ll play a key role by…\nLeading, coaching and developing a team of Complaints Lead Experts, creating an environment where people can grow and deliver high-quality technical advice.\n\nOwning and improving our complaints policy framework, making sure processes, guidance, systems and customer communications are consistent, effective and meet regulatory expectations.\n\nProviding oversight and direction on complex complaint handling issues, supporting teams to make fair, well-informed decisions across different complaint types.\n\nUsing insights from quality assurance, Financial Ombudsman Service (FOS) outcomes and escalations to identify root causes, shape our strategy and drive meaningful improvements.\n\nPartnering with Product, Legal, Risk, Compliance and Operations leaders to develop and embed policies, frameworks and operational changes that improve customer experiences.\n\nLeading our response to regulatory developments, audits and compliance reviews, making sure our controls, reporting and governance remain robust.\n\nOverseeing specialist activities, including regulatory disclosures, legal escalations and engagement with third parties, to make sure we meet our obligations and deliver fair customer outcomes.\n\nWe’d love to hear from you if…\nYou 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.\n\nYou're experienced in leading, coaching and developing technical specialists, helping them build confidence and deliver great outcomes.\n\nYou can see the bigger picture, using complaint data, quality insights and emerging trends to shape strategy and improve how things work.\n\nYou're comfortable managing regulatory governance, control frameworks, audits and changes to regulatory requirements.\n\nYou can build strong relationships across different teams, influence senior stakeholders and turn complex regulatory information into clear, practical guidance.\n\nYou're confident balancing long-term strategic priorities with day-to-day operational challenges, making thoughtful decisions and keeping things moving.\n\nYou're passionate about fair customer outcomes and finding ways to make complaint handling simpler, more consistent and more empathetic.\n\nNot 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!\nWhat’s in it for you\n£41,300 - £52,250 + Incentive Awards tied to your performance benefits\n\nWe 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.\n\n£1,000 learning budget each year to use on books, training courses and conferences.\n\nWe 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.\n\nPlus lots more! Read our full list of benefits.\n\nThe application journey has 4 key steps\n1. Application \n2. Recruiter Call \n3. Role specific Interview \n4. Values Interview\nThis process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!\nWe have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.\nWe’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!\nLinkedIn Tags: #LI-JK1\nEqual opportunities for everyone\nDiversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2026 Diversity and Inclusion Report and 2025 Gender Pay Gap Report.\nWe’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.\nIf you have a preferred name, please use it to apply. 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