# Complaints Policy Manager

**Company**: Monzo
**Location**: Cardiff, London or Remote (UK)
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: £41,300 - £52,250
**Category**: Policy & Public Affairs
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/monzo/jobs/8365302?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/complaints-policy-manager-6b200611-e60/

## Description

We're on a mission to make money work for everyone.

As our Complaints Policy Manager, you'll lead a team of technical experts and shape how we handle complaints across Monzo.

Responsibilities:

- Leading, coaching and developing a team of Complaints Lead Experts

- Owning and improving our complaints policy framework

- Providing oversight and direction on complex complaint handling issues

- Using insights to identify root causes and drive meaningful improvements

- Partnering with Product, Legal, Risk, Compliance and Operations leaders

- Leading our response to regulatory developments, audits and compliance reviews

- Overseeing specialist activities

Requirements:

- Strong knowledge of UK complaint-handling regulations

- Experience in leading, coaching and developing technical specialists

- Ability to see the bigger picture and shape strategy

- Comfortable managing regulatory governance and control frameworks

- Strong relationship-building skills

Benefits:

- £41,300 - £52,250 + Incentive Awards

- Flexible working hours

- £1,000 learning budget each year

- MacBook and support for remote workers

- Lots more!

For more fresh new jobs, check out [yubhub.co](https://yubhub.co/).

## Skills

### Required
- UK complaint-handling regulations
- FCA's DISP handbook
- FOS requirements
- leadership
- coaching
- regulatory governance

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/monzo/jobs/8365302?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)