Remote opportunity at
MonzoComplaints Policy Manager
Monzo operates as a digital banking alternative in the United Kingdom, offering personal accounts, business accounts, joint accounts, accounts for 16-17 year olds, free kids accounts,…
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About This Role
Monzo operates as a digital banking alternative in the United Kingdom, offering personal accounts, business accounts, joint accounts, accounts for 16-17 year olds, free kids accounts, and credit cards, alongside savings, investments, and pension consolidation. The organization aims to solve financial problems and enhance user experiences through technology and dedicated customer support. As the Complaints Policy Manager, you will oversee a group of technical specialists and guide how dispute resolution…
Job Description
Monzo operates as a digital banking alternative in the United Kingdom, offering personal accounts, business accounts, joint accounts, accounts for 16-17 year olds, free kids accounts, and credit cards, alongside savings, investments, and pension consolidation. The organization aims to solve financial problems and enhance user experiences through technology and dedicated customer support.
As the Complaints Policy Manager, you will oversee a group of technical specialists and guide how dispute resolution is managed across the company. This position involves combining regulatory guidelines, consumer requirements, and business goals to ensure company policies remain effective and fair. You will strengthen the dispute resolution framework, influence organizational decisions, and help deliver positive outcomes for customers at scale. The role is available in London, Cardiff, or as a remote position within the UK.
Responsibilities
- Manage, coach, and develop a group of Complaints Lead Experts to deliver high-quality technical advice
- Own and refine the complaints policy framework to ensure consistency with regulatory expectations
- Provide guidance on complex dispute cases to support fair decision-making
- Analyze insights from quality assurance, Financial Ombudsman Service outcomes, and escalations to improve strategies
- Collaborate with Product, Legal, Risk, Compliance, and Operations leaders to implement operational changes
- Direct responses to regulatory audits, compliance reviews, and governance updates
- Supervise specialist activities such as regulatory disclosures and legal escalations
Requirements
- Knowledge of UK complaint-handling regulations including FCA DISP handbook and Financial Ombudsman Service requirements
- Experience leading, coaching, and developing technical specialists
- Ability to utilize data and emerging trends to shape strategy
- Familiarity with regulatory governance, control frameworks, and audits
- Skill in building cross-functional relationships and translating regulatory information into practical guidance
Core Skills
Benefits
- Salary between £41,300 and £52,250
- Performance-based incentive awards
- Flexible working hours
- Annual learning budget of £1,000 for training, books, and conferences
- MacBook and home office setup support for remote workers
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location for the Complaints Policy Manager role?
The position can be performed from London, Cardiff, or remotely within the UK.
What is the salary range for this position?
The salary ranges from £41,300 to £52,250, plus performance-tied incentive awards and benefits.
What are the key steps in the application process?
The application journey consists of four steps: the initial application, a recruiter call, a role-specific interview, and a values interview.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.