🚀 We’re on a mission to make money work for everyone.
We’re waving goodbye to the complicated and confusing ways of traditional banking.
After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.
With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!
We’re not about selling products - we want to solve problems and change lives through Monzo ❤️
📍UK Remote | 💰£41,300 to £52,250 + Incentive Awards tied to your performance + Benefits ✨
⭐️ Our Complaints Team
The Complaints Team sits alongside our Customer Operations team to make sure we offer all our customers the best possible service, even when things go wrong. We embed empathy into our complaints process to turn distress into delight, and we're looking for people to join our team who can help us drive this mission forward.
The Financial Ombudsman Service (“FOS”) plays an important role in the complaints journey and we have a regulatory obligation to learn from outcomes shared by the Ombudsman so that we can improve our products & services, and prevent customer harm.
As a FOS RCA Manager, you’ll lead our FOS root cause analysis strategy, driving cross-functional accountability and enterprise governance across the business. You’ll oversee the monitoring of Key Risk Indicators (KRIs) and FOS outcomes, translating complex analytical findings into strategic remediation roadmaps, and partnering with senior leaders to eliminate systemic customer harm and ensure we’re continuously learning from Ombudsman decisions.
🌈 The application journey has 4 key steps
🙌 What’s in it for you
💰 £41,300 to £52,250 + Incentive Awards tied to your performance
⏰ This role requires you to work 40 hours a week, Monday - Friday between core hours 8am - 6pm.
📍This role is within the UK - we cannot sponsor Visas for this role
🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. ➕ Plus lots more! Read our full list of benefits.
Our average process takes around 4 weeks but we'll always work around your availability. You'll 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 ninaebanksmetcalfe@monzo.com
This role will close when we feel we have received enough suitable applications, so please apply early.
#LI-REMOTE #LI-NEM
Equal opportunities for everyone
Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by 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, 2026 Diversity and Inclusion Report and 2025 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.
If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊
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