Monzo is looking for a Complaints and Vulnerable Customers Lead to sit at the heart of our Telecoms team. You will be responsible for developing processes and driving strategy to resolve customer problems and ensure compliance with UK regulations, including the Ofcom general conditions.
What You'll Do
- Drive our strategy and approach for handling complaints and vulnerable customers.
- Act as a source of knowledge on Ofcom regulations within the product team.
- Own our complaints and vulnerable customer policies for telecoms, ensuring compliance and effectiveness.
- Provide a complaints and vulnerable customer lens to product development to ensure we build an accessible and inclusive product.
- Ensure accurate, efficient, compliant, and delightful delivery of key operational elements of the customer journey.
- Work closely with the operations team, upskilling people and creating a culture of resolution, empathy, and care.
What We're Looking For
- Significant experience in complaints or vulnerable customers for a Mobile Network Operator (MNO), Mobile Virtual Network Operator (MVNO), or telecoms provider.
- Subject matter expertise in Ofcom regulations.
- Excitement about building and scaling a complaints function from scratch to serve millions of people.
- A willingness and ability to lead by example and resolve customer complaints yourself.
- A proven mentor with a track record of elevating frontline teams and fostering a culture of continuous improvement.
- An individual who enjoys 'getting things done' and achieving tangible outcomes.
- Ability to thrive in ambiguity, ask incisive questions, and take a structured approach to problem-solving.
- An analytical mindset for developing scalable operational strategies.
- Strong attention to detail.
- Ability to work collaboratively with people at all levels and across functions and cultures.
- Comfort with semi-regular travel to one of our UK-based offices.
Nice to Have
- Experience working for or with financial services companies or banks.
Team & Environment
You will be part of a small team within the Telecoms unit, working closely with the operations team.
Benefits & Compensation
- Compensation range: £50,200 - £67,900
- £1,000 learning budget each year for books, training courses, and conferences.
- We will set you up to work from home; all employees are given Macbooks.
- Flexible working hours and trust you to manage your time.
- Share Options.
Work Mode
This is a hybrid role with UK remote options available.
We’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.
