Job Description: Colleague Care Advocate

Company Overview

We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

Hear from our UK team about what it's like working at Monzo ✨

Role Details

• Location: UK Remote
• Salary: £40,400 - £51,050 + Benefits
• Hear from the team: ✨

The Role

The Colleague Care Advocate exists to provide immediate and ongoing support to COps (Customer Operations Advisers) who have experienced difficult or emotionally triggering interactions with vulnerable customers. They are responsible for delivering empathetic guidance, tools, and resources to help COps maintain their wellbeing and resilience in a high-pressure environment.

This role is essential for fostering a culture of care and resilience within the Specialist Services team. Helping COps thrive while delivering exceptional service to customers, even in challenging circumstances.

Key Responsibilities

Immediate Support

• Offering immediate debriefs following challenging calls or chats involving vulnerable customers.
• Providing a safe and non-judgmental space for COps to express their emotions and concerns.
• Emotional Wellbeing Advocacy: Act as a point of contact for COps experiencing stress or emotional difficulty in relation to the work they are undertaking.
• Identifying signs of impacted wellbeing and escalate appropriately to People & Wellbeing teams.
• Creating, sharing and engaging colleagues in emotional resilience techniques and best practice to empower them to support their own wellbeing.
• Proposing and implementing initiatives and strategies to support COps and improve resilience.

Guidance and Tools

• Sharing practical strategies for managing emotional after-effects of distressing interactions.
• Providing access to relevant wellbeing resources such as counselling services or mindfulness tools.
• Assisting in creating personalised coping strategies for advisors, as needed.

Training and Awareness

• Delivering workshops or informal sessions on managing the impact of challenging customer interactions.
• Collaborating with Learning & Development teams to incorporate wellbeing practices into COps training.

Proactive Outreach

• Regularly checking in with COps identified as needing additional support and liaise with Team Managers to understand prioritisation and responsibility for support.
• Encouraging open conversations around mental health and wellbeing and the sharing of support tools.

Reporting and Insights

• In partnership with the People Partner, People Advisors and Senior Leadership, monitoring trends in advisor wellbeing concerns and reporting insights to leadership.
• Providing recommendations for process and guidance improvements to better support colleagues.

What We’re Looking For

We’d love to hear from you if you have…

• Strong Communications Skills: Ability to deliver messages in line with our values and ensure clarity.
• Values-Driven Approach: In line with Monzo’s core values.
• Empathy and Active Listening: Ability to provide a supportive and compassionate environment for colleagues.
• Emotional Intelligence: Skilled in understanding and managing emotions in themselves and others.
• Resilience: Ability to maintain calm and offer stability during heightened and emotional situations.
• Problem-Solving: Capable of providing tailored ad-hoc support.