Complaints Adviser, Financial Ombudsman Service (FOS)

About us:

At Monzo, we take great pride in our excellent working relationship with the FOS and we need your help in maintaining this high standard.  This is an exciting opportunity for experienced handlers, if you enjoy getting to the bottom of difficult issues, are comfortable having challenging conversations and have Monzo’s and our customers’ interests at heart. Our mission is to make money work for everyone, and while having a great app is part of that, we also pride ourselves on providing world-class support. By solving our customers’ problems, treating them fairly and being totally transparent, we believe we can make banking better 💪 We know that things can go wrong sometimes, and you’ll be tasked with turning the situation around while providing crucial feedback to Monzo on how we can make things better.

About our Complaints team

Our Complaints function sits alongside our Customer Operations team to make sure we offer all our customers the best possible service, even when things go wrong. We embed empathy into our complaints process to turn distress into delight, and we’re looking for people to join our team who can help us drive this mission forward. Have you written FOS case files? Do you enjoy investigating complex cases? Do you consider yourself an experienced complaint handler? This role is open to candidates who are experienced Financial Ombudsman (FOS) complaint handlers. 

What you'll be working on 💛

• Learning all about the Financial Ombudsman Service (FOS) and the FOS complaints process at Monzo 
• Monitoring the FOS Complaints inbox and communicating with FOS investigators on a regular basis 
• Handling FOS complaints by sending case files, additional information, mediations and appeals
• Being the point of contact between the Complaints Team and FOS investigators and responding to escalations 

You should apply if:

• You’re an experienced financially regulated FOS complaint handler
• You have a deep understanding of what Treating Customers Fairly means 
• You’re adaptable to change, we’re a very fast growing business
• You’re comfortable working to targets and deadlines
• You’ve got a keen eye for detail and can reach fair outcomes for our customers
• You’re great at explaining things to people.
• You enjoy investigating issues and getting to the root cause of them while putting things right
• You can make the complex simple, and explain it to others in an engaging and informative way
• You can quickly pick up the important parts of regulation, and understand how they impact Monzo
• You’re deeply empathetic, always put yourself in the shoes of the customer and take end-to-end ownership of a customer's issue

The Interview Process 👩‍💼

Our interview process involves 3 main stages: 

• Apply with your CV and answer the application questions
• Take home task based on a FOS case file
• Remote interview 💻 

Please note that we reserve the right to close the role when we feel we have received enough applications. 

Top tip when applying ⭐️ 

Please take your time with the application questions as the answers to these will help us decide if we’d like to interview you. Try to think about the tone of voice we use at Monzo when writing your responses. If you do have any specific questions ahead of this please contact NinaEbanks@monzo.co

What’s in it for you:

💰£28,000 - £32,000 per year depending on experience  📍This role is based remotely  📚Learning budget of £1,000 a year for books, training courses and conferences ➕And much more, see our full list of benefits here Logistics 🧰 Start date is 22nd January 2024 - Training will be for 10 weeks - Monday to Friday 9am - 5.30pm. Please note that no holidays or appointments are permitted during the training period. Shifts -  9am- 5.30pm Monday - Friday (37.5 hours a week)

🏡 To work remotely you'll also need:

• to work from home in the UK in a safe, private and distraction free environment
• a solid internet connection (download speed - 10mbps; upload speed - 5 mbps)

💻 Equipment:

• We'll provide you with a work laptop on your first day. There's no need to supply your own.
• You do need to own your own smartphone, this will be needed each time you log into our customer support system.

Equal Opportunity Statement

We are actively creating an equitable environment for every Monzonaut to thrive. Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and 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, 2022 Diversity and Inclusion Report and 2022 Gender Pay Gap Report. We're an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.