FOS Expert

UK Remote | 💰£28,050 - £32,000 Benefits | Hear from the team ✨

⭐Our Complaints team

Our Complaints function 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.

We’re looking for new Complaint Handlers to join our FOS Complaints Expert team. At Monzo, we take great pride in our excellent working relationship with the FOS and we need your help in maintaining this high standard. This is an exciting opportunity for experienced handlers, if you enjoy getting to the bottom of difficult issues, are comfortable having challenging conversations and have Monzo’s and our customers’ interests at heart.

Have you written FOS case files? Do you enjoy investigating complex cases? Do you consider yourself an experienced complaint handler? This role is open to candidates who are experienced Financial Ombudsman (FOS) complaint handlers. If you have this experience, care deeply about making customers happy and wanting to fix things where we’ve not got it right the first time - we'd love to hear from you!

🔑You’ll play a key role by;

• Learning all about the Financial Ombudsman Service (FOS) and the FOS complaints process at Monzo
• Monitoring the FOS Complaints inbox and communicating with FOS investigators on a regular basis
• Handling FOS complaints by sending case files, additional information, mediations and appeals
• Being the point of contact between the Complaints Team and FOS investigators and responding to escalations
  

🤩 We’d love to hear from you if…

• You’re an experienced financially regulated FOS complaint handler - this is essential.
• You have a deep understanding of what treating customers fairly means
• You’re adaptable to change, we’re a very fast growing business
• You’re comfortable working to targets and deadlines
• You’ve got a keen eye for detail and can reach fair outcomes for our customers
• You’re comfortable using a laptop (we’ll provide you with a MacBook)
• You’re great at explaining things to people, and have an excellent written English
• You enjoy investigating issues and getting to the root cause of them while putting things right
• You can make the complex simple, and explain it to others in an engaging and informative way
• You can quickly pick up the important parts of regulation, and understand how they impact Monzo
• You’re deeply empathetic, always put yourself in the shoes of the customer and take end-to-end ownership of a customer's issue
• You’ve got reliable access to the internet from your home, and a private space to work. You’ll need a minimum broadband speed of 10mbp/s download and 5-8mbp/s upload

🙌What’s in it for you

💰£28,050 - £32,000 share options.

📍This role can be based is remote.

📚£1,000 learning budget each year to use on books, training courses and conferences.

🏡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.

Logistics 🧰

• Start date is Monday 21st July 2025
• Training will be for 8 weeks - Monday to Friday 9am to 5.30pm
• Please note that no holidays or appointments are permitted during the training period (For the first 5 weeks).
• You’ll be working 37.5 hours a week between 9:00am-5:30pm over five days Monday - Friday.

🌈 The application journey has 2 key steps

• Apply with your CV and a take home task based on a FOS case file
• Remote interview 💻

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to [email protected]. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

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