Complaints Analyst

Remote | 💰 £33,000 to £40,000 (depending on direct and relevant experience) Benefits 

About us: 

We’re here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque.

We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves.

We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo

About our Complaints Team:

Our Complaints function sits within our Customer Operations team (COps) to make sure we offer all of our customers the best possible service, even when things go wrong. We embed empathy into our complaints process to turn distress into delight, and as a part of the team you'd be a key driver of this. We're looking for an adaptable, curious, and data driven Complaints Analyst to join our complaints team.

You will help support, develop and create a great relationship with  COps as we scale. You’ll also support and work with other analysts in the team on a number of exciting projects and initiatives, to ensure that we meet and exceed our regulatory requirements and are a high performing team. We'd love to hear from people who are passionate about solving problems and getting to the root of issues.

As Monzo grows, so will our complaints team - you'll need to help develop processes that are scalable, while remaining customer-centric and compliant. The number of projects you get involved in will also change over time.

Your day-to-day will include: 

• Lead our root cause analysis to identify themes and collaborate with stakeholders to drive actions which mitigate complaints
• Maintaining our policies, procedures and guidance for COps as we scale
• Supporting Analysts in the day to day running of the team
• Supporting with a variety of projects that the team will be working on in the future - these could include things like: Specialisation, Automations, First Point of Contact Resolution, Complaints Competency Framework, Root Cause Analysis
• Data Analysis skills will be essential. This includes being able to identify and extract key data/information from our systems and analyse this to inform decisions and influence stakeholders
• Creating new data insights that enhance customer experience & operational effectiveness
• Influencing stakeholders to drive positive change across all of Monzo
• Managing and supporting with regulatory requirements for Complaints

You should apply if:

• You've got experience of working with FCA regulated complaints and are passionate about customer outcomes
• You’ve got experience of carrying out root cause analysis on complaints and influencing change to prevent complaints of a similar nature in the future
• You’re passionate about data and insights and how it can really influence our customer experience
• You are able to prioritise effectively maintaining complex and ever changing workloads
• You can make the complex simple, and explain it to others in an engaging and informative way
• You can quickly pick up the salient parts of regulation, and understand how they impact Monzo.
• You're self-motivated, highly organised and focused on executing well

The interview process

The application process consists of:

• Answering the application questions below
• A remote interview lasting approximately 60 minutes

Our average process takes around 2-3 weeks. You will have the chance to speak to our recruitment team at various points during your process, but if you do have any specific questions ahead of this please contact me on ninaebanks@monzo.com

What's in it for you:

• This is a distributed (work from home) role, but you can be based in our Cardiff office if you would prefer to work in an office environment.
• Learning budget of £1,000 a year for books, training courses and conferences
• Full and continuous training - Initial training is for 5 weeks. Please note that no holidays or appointments are permitted during the training period.

➕And much more, see our full list of benefits here

Your working life and shift requirements ️

You'll work 40 hours, 9am - 6pm Monday to Friday including bank holidays and you'll be working remotely

Training is for 2 weeks from the date that you start. Please note that no holidays or appointments are allowed during this time.

To work remotely you'll also need:

• to work from home in the UK in a safe, private and distraction free environment with no caregiver or dependant responsibilities during your working hours.
• a solid internet connection (download speed - 10mbps; upload speed - 5 mbps)

Equipment:

• We'll provide you with a Macbook 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.

The closing date for applications is 31st August 2023. 

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 age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status

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