Complaints Policy Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Lead, coach, and nurture a team of Complaints Lead Experts.

• Take ownership of and enhance the complaints policy framework, which includes processes, guidance, systems, and customer communications.

• Provide oversight and direction for complex complaint-handling matters.

• Utilize quality assurance, outcomes from the Financial Ombudsman Service, and escalations to identify root causes and drive improvements.

• Collaborate with leaders in Product, Legal, Risk, Compliance, and Operations on policies, frameworks, and operational adjustments.

• Spearhead responses to regulatory developments, audits, and compliance evaluations.

• Manage regulatory disclosures, legal escalations, and third-party engagements.

• Enhance Monzo’s complaints framework and improve customer outcomes on a large scale.

⛳️ Requirements

• In-depth knowledge of UK complaint-handling regulations, including the FCA's DISP handbook and FOS requirements.

• Proven experience in leading, coaching, and developing technical specialists.

• Capability to utilize complaint data, quality insights, and emerging trends to inform strategy and enhance operations.

• Experience in managing regulatory governance, control frameworks, audits, and changes in regulatory requirements.

• Proficient in building relationships across teams and influencing senior stakeholders.

• Ability to interpret complex regulatory information into clear, actionable guidance.

• Skill in balancing long-term strategic goals with daily operational challenges.

• A strong passion for achieving fair customer outcomes and fostering simpler, more consistent, and empathetic complaint handling.

🏝️ Benefits

• Incentive Awards linked to your performance.

• Flexible working hours.

• £1,000 annual learning budget for books, training courses, and conferences.

• MacBook provided to all employees.

• Additional support for work-from-home setups for fully remote workers.

• Extra benefits listed on Monzo’s careers benefits page.