Remote | £23,000 (£25,000 if based in Greater London) + Benefits

We will be closing this advert at 10am on Tuesday December 13th to review applications

About us:

We're here to make money work for everyone and we're doing things differently. For too long, banking has been complicated and confusing.

We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves.

We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.

COps are the heart of Monzo ❤️

We're looking for confident communicators both verbally and written, detail-oriented and empathetic problem solvers that have worked in a contact centre environment to join one of our remote Customer Operations (COps) teams.

You'll be the first point of contact for any of our users who have questions, problems, feedback and compliments! COps are the face of Monzo and the main way our customers communicate with us either by phone or chat.

We want to delight our customers in any way possible. Our mission is to make money work for everyone, and while having a great app is part of that, we pride ourselves on providing world-class support. By solving customers' problems, treating them fairly and being totally transparent, we believe we can make banking better

You'll know how to fix problems on the spot

Every person in COps has the power to solve problems quickly and with minimal fuss. We'll give you all the tools and training you need so you know exactly how payments systems actually work, and you'll listen to customers' concerns with positivity, empathy and patience. Then you'll fix whatever the problem is and stop it from happening again

You'll be the first point of contact for any of our users who have questions, problems, feedback and compliments!

What will you be doing day-to-day?

• Delivering award winning customer service by either telephone or via in-app chat.
• Providing the best customer support by talking directly and honestly with our customers, and solving their problems as efficiently as possible.
• Proactively spotting patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to give a better customer experience
• Identifying potential vulnerability or financial crime, escalating to the appropriate department, as well as handling tricky payment related queries.
• The first port of call in handling customer dissatisfaction, resolving complaints and escalating appropriately in line with the FCA regulations.
• Supporting other members in the customer support team by being a point of escalation for other COps and mentoring new joiners.
• Plus making sure the rest of the company stays customer-focused and fixated on building the best bank account in the world.

Your working life and shift requirements ️

You will get paid £23,000 (£25,000 if you are based in Greater London) and a huge range of benefits. All Monzo team members get share options as part of their package.

You'll be working remotely on an 'open availability' contract basis, to make sure we're always here to help and allow 24/7 customer telephony support, meaning your shift pattern will change on a weekly basis.

To make sure we have enough cover on weekends, you'll work some other weekend days and get days off in the same working week. All of our full time COps are guaranteed 1 full weekend off each month.

You can read more about open availability at Monzo here.

You will be flexed to work in different areas in COps to meet the business and customer needs.

✅ You should apply if you:

• Have specifically worked in a calls and/or chat based contact centre environment before
• Are a UK resident and currently living in the UK
• Have the right to work in the UK - an offer of employment is subject to satisfactory proof of this.
• Are over 18 years old
• Care deeply about delighting our customers
• Are great at verbally explaining things to people, and have flawless written English
• Are very comfortable using an Apple MacBook laptop (will be provided by Monzo)
• Are able to multi task multiple technical systems at a time (with training)
• Are friendly and super organised
• Want to be part of the team that makes Monzo!
• Haven't applied and been unsuccessful within the last 6 months

To work remotely you'll also need:

• To work from home in the UK in a safe, private and distraction free environment
• A solid internet connection (download speed - 10mbps; upload speed - 3 mbps)

Equipment:

• We'll provide you with a work laptop on your first day. There's no need to supply your own.
• You do need to own your own smartphone, this will be needed each time you log into our customer support system.

The application process

• Please allow 1-2 hours to complete this application.
• ️TOP TIP! What are we looking for in your application?
• A high level of attention-to-detail in your written communication, which is important in the COps role.
• Analytical problem solving skills to help get the customer to a logical solution in the scenario based questions, whilst being customer centric and empathetic.
• Once you've submitted your application questions, we'll review along with your CV (there is no need to submit a Cover Letter, please use this time to answer the application questions instead).
• If you're successful, we'll invite you to one of our remote assessment days, where you'll have some one-on-one interviews via Google Hangout.
• If all goes well, you'll join our growing team on a mission to make money work for everyone!

You'll spend 5 days per week for your first three weeks in training (Monday-Friday) between 09:00-18:00. This is all done remotely.

Questions about this role or application process? Head over to our careers page to read our FAQs (www.monzo.com/careers) or email us if we need to make any adjustments to the application process because of disability or neurodiversity.

Diversity and inclusion are a priority for us at Monzo – if we want to solve problems for people around the world, our team has to represent our customers. So we need to attract the best talent in the world, and create an environment that supports and includes them. You can read more about diversity and inclusion on our blog.

Equal Opportunity Statement

We are actively creating an equitable environment for every Monzonaut to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and 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, 2021 Diversity and Inclusion Report and 2021 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.

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