Job Description

Salary: £24,750 - £29,625 (£27,250 minimum starting salary if based in Greater London) Employment Type: Full-time Location Type: UK Remote

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🚀 Company Mission

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 ✨

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⭐ About the Personal Banking Team

Our Customer Operations (COps) are all about Customer Experience. Our mission is to “Make Money Work For Everyone” and you’ll be part of a team that's here to make sure that customers want to tell friends, family and social media followers about the great experience they had with their bank.

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🔑 Your Role

You’ll be our customers’ first point of contact and your mission will be to make sure that they feel confident that their issue is resolved with little to no fuss. We get a wide range of calls from customers - whether they’ve lost their card, need some help getting into our app or they’re looking for support with their gambling spend. You’ll know when to be empathetic, when to build rapport and most importantly, when to do what’s right for them.

You’ll also make sure that in instances where customers need to be helped by someone with a different skill set that they get to the right place quickly to have their issues resolved quickly.

You’ll also have transferable skills that will mean you’re able to help other areas of the business if and when needed during peak times.

We don’t expect you to know everything right now, don’t worry! You’ll go through training as part of your onboarding plan as well as get continuous coaching and support from your Team Manager and excellent peers.

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🤩 What We’re Looking For

We’d love to hear from you if you are positive, hungry to learn and above all else, always want to go above and beyond to give great customer experience.

You do not need to have worked in financial services or customer service before. We’re going to teach you everything you need to know.

Some of the skills and values that might make you a great addition to our team are:

• Passion for Customer Experience: You are passionate about providing industry-leading customer experience and pushing the bar higher at every opportunity.
• Great Communicator: This means being empathetic when you need to be, listening well and responding clearly and concisely to customer queries.
• Resilience: We deal with people’s money, it’s an emotive subject and sometimes our calls can be tough.
• Regulatory Awareness: Good understanding of regulatory requirements like making sure you’re speaking to the right person before taking action or when we should raise a complaint for customers.
• Context Switching: We work a range of tasks and one minute you might be speaking to a customer over the phone and the next replying to an in app chat or Social media post, all of these require different skills.
• Eagerness to Learn: Great at learning new skills and inquisitive enough to ask questions to understand more about things that you need to know.
• Balancing Efficiency and Care: Excellent at balancing giving the customer as much of your time as they need whilst knowing when to be efficient.
• Tech Literate: You don’t have to know how to code or the difference between RAM and ROM… you just need to be able to use a laptop and pick up the systems that we use.

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Benefits: Included (details not specified) Hear from the team: ✨ (link implied)