Vulnerable Customer Team Manager

Salary: Pro rata of £32,200 - £35,000 Employment Type: 0.6 FTE (22.5 hours per week) Location Type: Remote Working Hours: Monday to Sunday 3:30 PM - 8:00 PM (Note: Training will be full-time, Monday to Friday, 9:00 AM - 5:30 PM for 4 weeks)

Position Overview

Monzo is on a mission to make money work for everyone by simplifying traditional banking. We are seeking a motivated and experienced Vulnerable Customer Team Manager to join our dedicated Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Telephony Team. This role is crucial in ensuring Monzo understands, considers, and advocates for the needs of all customers, particularly those facing difficult circumstances.

About Monzo

After starting as a prepaid card, Monzo's product offering has grown significantly over the last 10 years in the UK. We now offer personal and business bank accounts, joint accounts, accounts for 16-17 year olds, a free kids account, and credit cards. Our UK customers can also save, invest, and combine their pensions with us. Known for our hot coral cards, get-paid-early feature, financial education on social media, and award-winning customer service, we aim to create magical moments for our customers by solving problems and changing lives.

Learn more about working at Monzo: Hear from the team ✨ Learn more about our VAIB Team: https://monzo.com/i/supporting-all-our-customers

Responsibilities

As a Team Manager, you will play a key role in:

• Managing the professional development of approximately 15 VAIB Telephony Advisers.
• Providing coaching, feedback, and support to your team on VAIB tasks, primarily focusing on call handling and in-app chat support.
• Monitoring and improving service levels for the work completed by your team.
• Clearly communicating business changes and ensuring team engagement.
• Contributing to a strong control environment by minimizing avoidable breaches and risk events.
• Speaking with customers and supporting COps with complex decision-making when necessary.
• Empowering team members to identify opportunities for improving customer experience and Monzo's ways of working.
• Assisting your team with the most difficult queries and building their knowledge around complex issues.
• Managing performance, which includes delivering constructive feedback and supporting team members' improvement and learning.
• Regularly reviewing the quality of your team's customer interactions to identify areas for individual and structural improvement.
• Ensuring the secure storage and maintenance of sensitive personal data and performance-related documents for reports.
• Motivating your team in a fast-growing environment.

Requirements

We are looking for an individual with:

• Strong experience in supporting vulnerable customers.
• The ability to manage the professional development of team members.
• Skills in providing coaching and support on specific tasks.
• A focus on driving exceptional individual and collective performance.
• Experience in guiding individuals through challenging situations.
• The ability to hold effective team meetings (individual and group) to ensure information flow and engagement.
• Experience in aggregating team feedback and feeding it into operational leadership.
• Involvement in hiring processes and acting as an interviewer is a plus.

Application Instructions

• Please note that training will be full time 9am - 5.30pm Monday to Friday for 4 weeks.

Company Information

Monzo is committed to making money work for everyone. We are not about selling products; we aim to solve problems and change lives through our innovative approach to banking.