Job Title: Team Manager, FinHealth

Location: Remote (or Cardiff Office) Salary: £32,200 - £40,750 + Benefits Hours: 37.5 hours per week, Monday to Friday, including 1 weekend in 8. Shifts primarily between 8 am - 8 pm on a rotational basis.

---

Position Overview

Monzo is on a mission to make money work for everyone by moving away from the complicated and confusing ways of traditional banking. We offer a wide range of products including personal and business bank accounts, joint accounts, accounts for 16-17 year olds, a free kids account, and credit cards in the UK. Our customers can also save, invest, and combine their pensions with us. We are known for our innovative features like hot coral cards and the get-paid-early feature, coupled with financial education and award-winning customer service, all aimed at creating magical moments for our customers. We are focused on solving problems and changing lives, not just selling products.

---

About the Financial Difficulties Team

Our Financial Difficulties Team is responsible for supporting customers who are experiencing potential or actual financial difficulties. This involves assessing customer situations and providing the appropriate level of support, which may include setting up repayment plans for lending products, offering Breathing Space, or signposting customers to external organizations for broader financial challenges.

The department consists of three main areas:

• Collections: Supporting customers in or potentially in financial difficulties primarily through In App Chat, with additional support via callbacks and email.
• Recoveries: Assisting customers who are further along in the collections journey and may have already defaulted on their lending products.
• Back Office: Supporting customers through third-party processes and partners.

---

Responsibilities

As a Team Manager, your primary focuses will be:

• Team Development:
  • Guiding and supporting each team member's personal and professional development.
  • Actively listening to team members, providing support during challenging times, and celebrating successes.
• Customer Satisfaction:
  • Ensuring customers are happy, satisfied, and have their issues resolved quickly and completely.
  • Organizing team efforts and taking proactive action to address emerging problems.
  • Contributing to the development of scalable and fit-for-purpose processes.
  • Supporting training needs and addressing any operational issues.

---

Day-to-Day Tasks

• Manage a team of 10-12 COps (potentially up to 15 due to rapid growth) through weekly one-on-one and group meetings.
• Instill a strong customer-centric culture, ensuring the team remains focused on assisting customers with their financial lives.
• Coach and support team members to achieve their personal, professional, and performance goals.
• Empower team members to identify opportunities for making a positive impact.

---

Company Information

We’re here to make money work for everyone and we’re doing things differently. For too long, banking has been obtuse, complex, and opaque. We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, tests the app, and gives 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.

---

Application Instructions

Please refer to the original job posting for specific application instructions.