Complaints and Vulnerable Customers Lead, Telecoms
Monzo(9 days ago)
About this role
The Complaints and Vulnerable Customers Lead at Monzo sits in the Telecoms team and develops processes and strategy to resolve customer problems while ensuring compliance with UK regulation. The role focuses on building and scaling a complaints function, owning complaints and vulnerable customer policies, and influencing product and operational delivery across the business.
Required Skills
- Complaints Handling
- Vulnerable Customers
- Regulatory Compliance
- Ofcom Expertise
- Policy Ownership
- Product Development
- Operational Delivery
- Stakeholder Management
- Mentoring
- Analytical Skills
+1 more
About Monzo
monzo.comMonzo is an app-first UK challenger bank (founded 2015) focused on "making money work for everyone." It offers free UK current accounts — personal, joint and business — plus in-app tools to organise, save and invest, with features like budgeting, Pots, instant spending notifications and card controls. Monzo also provides credit products and business services, and emphasizes a clean mobile experience, transparency and community-driven product development. Headquartered in London, it’s known for fast onboarding and strong customer support.