- Company: Monzo
- Location: Cardiff, London, or Remote (UK)
- Job type: Full-time
- Salary: £41,300 – £52,250 + Incentive Awards
✅ Visa sponsor check: Monzo Bank Ltd (London) is on the UK Home Office register of licensed sponsors for Skilled Worker, Global Business Mobility: Senior or Specialist Worker (A rating), checked 11 November 2026. Being a licensed sponsor doesn’t guarantee sponsorship for this role: confirm it with the employer, and never pay anyone for a Certificate of Sponsorship.
About the role
Monzo is looking for a Complaints Policy Manager to lead a team of technical experts and shape how the company handles complaints. You will bring together regulatory requirements, customer needs, and operational priorities to ensure policies are clear, effective, and fair. This role plays a key part in strengthening Monzo’s complaints framework and influencing decisions across the business to deliver better customer outcomes at scale.
Responsibilities
- Lead, coach, and develop a team of Complaints Lead Experts to deliver high-quality technical advice.
- Own and improve the complaints policy framework, ensuring processes and communications meet regulatory expectations.
- Provide oversight on complex complaint handling issues to support fair and well-informed decisions.
- Use insights from quality assurance and Financial Ombudsman Service outcomes to identify root causes and drive improvements.
- Partner with Product, Legal, Risk, Compliance, and Operations leaders to embed policies and improve customer experiences.
- Lead responses to regulatory developments, audits, and compliance reviews to maintain robust controls.
- Oversee specialist activities, including regulatory disclosures and legal escalations.
Requirements
- Strong knowledge of UK complaint-handling regulations, including the FCA’s DISP handbook and FOS requirements.
- Experience in leading, coaching, and developing technical specialists.
- Ability to use complaint data and quality insights to shape strategy and improve operations.
- Comfort managing regulatory governance, control frameworks, and audits.
- Strong relationship-building skills to influence senior stakeholders and translate complex regulatory information into practical guidance.
- Confidence in balancing long-term strategic priorities with day-to-day operational challenges.
Pay and benefits
- Salary range of £41,300 – £52,250 plus performance-tied Incentive Awards.
- Flexible working hours with trust-based scheduling.
- £1,000 annual learning budget for books, training, and conferences.
- Home office setup support, including MacBooks and additional equipment for remote workers.
How to apply
Apply directly on Monzo’s own careers website. Omadaily never charges job seekers.
