Complaints and Vulnerable Customers Lead, Telecoms

UK Remote | 💰£50,200 - £67,900 + Benefits ✨

⭐Our Telecoms team

We’re building a small team to work on telecoms products, and are looking to hire great people with deep industry expertise who can help us build market leading operations and service.

The Complaints and Vulnerable customers lead sits at the heart of this, developing processes and driving strategy to resolve customer problems as they develop, and to ensure compliance with UK regulations including the Ofcom general conditions.

🔑You’ll play a key role by…

• Strategic delivery: Drive our strategy and approach for handling complaints and vulnerable customers.
• Compliance and regulatory insight: Act as a source of knowledge on Ofcom regulations within the product team.
• Policies: Own our complaints and vulnerable customer policies for telecoms, ensuring compliance and effectiveness.
• Product Development: Provide a complaints and Vulnerable Customer lens to product development to ensure that we are building an accessible and inclusive product.
• Operational Delivery: Ensure accurate, efficient, compliant, and delightful delivery of key operational elements of the customer journey.

Leading through influence: While this is a strategic role, rather than a line managing role, we’ll expect you to work closely with the operations team, upskilling people and creating a culture of resolution, empathy and care.

🤩 We’d love to hear from you if…

• Have significant experience in complaints or vulnerable customers for a MNO, MVNO or telecoms provider (preferably mobile, but fixed line will also be considered)
• A subject matter expertise in OfCom regulations.
• Are excited by building and scaling a complaints function from scratch to serve millions of people.
• Are willing and able to lead by example and resolve customer complaints yourself.
• A proven mentor with a track record of elevating frontline teams, fostering a culture of continuous improvement, and equipping support agents to handle complex cases with both technical precision and genuine empathy.
• Enjoy 'getting things done' and achieving tangible outcomes.
• Thrive in ambiguity, ask incisive questions, and take a structured approach to problem-solving.
• Are analytical in developing scalable operational strategies.
• Pride yourself on strong attention to detail.
• Work collaboratively with people at all levels and across functions and cultures.
• Having experience working for or with financial services companies or banks would be advantageous but not essential.
• Comfortable with travel to one of our UK based offices, this will be semi-regular.

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

🙌 What’s in it for you

💰 £50,200 - £67,900 + Share Options

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.

📚 £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.

🌈 The application journey has 3 key steps

• 30 minute Recruiter Call.
• 60 minute role specific competency based interview with the telecoms and operations teams.
• 60 minute values competency based interview.

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

The closing date for applications is Wednesday 4th February 2026 at 5pm GMT.

We may 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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