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Key Responsibilities:
- Monitor key risk indicators, including FOS referral and overturn rates, to spot emerging trends and opportunities for improvement.
- Carry out root cause analysis and deep dives into FOS referrals and outcomes to understand what's driving complaints and decisions.
- Turn complex data into clear, actionable insights and recommendations that help teams address underlying issues.
What We're Looking For:
- Experience with root cause analysis and turning findings into improvements.
- Understanding of complaint handling in an FCA-regulated environment, including DISP rules.
- Familiarity with the Financial Ombudsman Service and how complaints are referred and decided.
Benefits:
- £33,600 - £44,450 salary plus incentive awards.
- Flexible working hours and trust-based approach.
- £1,000 learning budget each year for books, training, and conferences.
- Home office setup support, including MacBook and work-from-home equipment.
Monzo
Monzo is a digital bank that aims to make money work for everyone by providing a great app and world-class support. They have a large team and emphasize empathy and transparency, with a culture focused on improving customer outcomes.