Complaints Policy Manager

Monzo Bank

. Lead, coach and develop a team of Complaints Lead Experts .

Posted 11/9/2026full-timeRemote • United KingdomMid-LevelSenior💰 £41,300 - £52,250 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in UK complaint-handling regulations, including the FCA's DISP handbook and FOS requirements, while effectively leading and developing teams to enhance complaint processes and customer outcomes. Skilled in managing regulatory governance and translating complex regulatory information into actionable guidance.

Highest-signal resume keywords

UK Complaint-Handling RegulationsFCA's DISP HandbookRegulatory Governance ManagementTeam Leadership and DevelopmentData-Driven Process Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint Data AnalysisQuality AssuranceRegulatory ComplianceControl Framework ManagementProcess Improvement

Soft Skills

Relationship BuildingInfluencing Senior StakeholdersStrategic ThinkingEmpathy in Complaint Handling

Industry Keywords

Financial Ombudsman ServiceRegulatory AuditsCustomer CommunicationsGovernance ReportingThird-Party Engagement

About the role

Key responsibilities & impact

Lead, coach and develop a team of Complaints Lead Experts
Own and improve the complaints policy framework, including processes, guidance, systems and customer communications
Provide oversight and direction on complex complaint-handling issues
Use quality assurance, Financial Ombudsman Service outcomes and escalations to identify root causes and drive improvements
Partner with Product, Legal, Risk, Compliance and Operations leaders on policies, frameworks and operational changes
Lead responses to regulatory developments, audits and compliance reviews
Maintain robust controls, reporting and governance
Oversee regulatory disclosures, legal escalations and third-party engagement

Requirements

What you’ll need

Strong knowledge of UK complaint-handling regulations, including the FCA's DISP handbook and FOS requirements
Experience leading, coaching and developing technical specialists
Ability to use complaint data, quality insights and emerging trends to shape strategy and improve processes
Experience managing regulatory governance, control frameworks, audits and regulatory requirement changes
Ability to build relationships across teams and influence senior stakeholders
Ability to turn complex regulatory information into clear, practical guidance
Ability to balance long-term strategic priorities with day-to-day operational challenges
Passion for fair customer outcomes and simpler, more consistent, empathetic complaint handling

Benefits

Comp & perks

Incentive Awards tied to your performance
Flexible working hours
£1,000 learning budget each year for books, training courses and conferences
MacBook provided to all employees
Extra support for fully remote workers’ work-from-home setup
Additional benefits listed by Monzo