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Monzo
Complaints Policy Manager
Remote · UK · Full time · Mid level
$55.5k–$70.2k / year
About the role
Lead a team to shape and improve complaints handling policies ensuring fairness and regulatory compliance. Influence business decisions to deliver better customer outcomes at scale.
What you’ll do
• Lead and develop a team of Complaints Lead Experts. • Own and improve complaints policy framework. • Provide oversight on complex complaint issues. • Use insights to drive improvements. • Partner with leaders to embed policies and changes.
What you’ll bring
• Strong knowledge of UK complaint-handling regulations. • Experience leading and coaching technical specialists. • Ability to use data to shape strategy. • Comfortable managing regulatory governance and audits. • Work authorization for UK.
Life at Monzo
Flexible working hours with trust to manage your schedule. £1,000 annual learning budget and full remote work support including MacBook and home setup.
About Monzo
Monzo is a UK-based digital bank focused on making money work for everyone through innovative banking products and award-winning customer service.