Vulnerable Customer Team Manager Weekends

About Monzo

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 ❤️

The Role

Remote | pro rata of £32,200 - £40,750 (0.6 FTE) depending on experience + Benefits Vulnerable Customer Team Manager - Friday, Saturday and Sunday 9am - 5.30pm (22.5 hours) ** Please note that remote training will be full time 9am - 5.30pm Monday to Friday for 8 weeks ** Start Date Monday 15th September 2025

Our Vulnerability, Accessibility, Inclusion and Bereavements Telephony Team

We have a dedicated team to make sure Monzo understands, considers and advocates for the needs of all our customers, especially those in difficult circumstances who are most likely to have problems with their money. We offer specialist support and tools designed with that in mind.

Your Key Role

We’re looking for an individual with strong Vulnerable Customer experience to join our Management team and lead a squad of VAIB Advisers. As a Team Manager, you'll be responsible for:

• Managing the professional development of your team members
• Providing coaching and support on VAIB tasks
• Driving exceptional individual and collective performance
• Guiding individuals through challenging situations
• Celebrating their successes You’ll hold weekly meetings with your team members (both individually and together as a team) to ensure everyone is informed, engaged, and performing at work. You’ll also be responsible for aggregating the feedback that your team provides in these meetings and feeding it into operational leadership to ensure we continue to improve on our processes and tooling. Team Managers are also heavily involved in our hiring processes, and regularly act as interviewers - so you may also have the opportunity to help shape the team as it continues to grow.

Your Day-to-Day Responsibilities

• Managing the personal & professional development of around 15 VAIB Telephony Advisers.
• Providing coaching, feedback, and support to your team on VAIB tasks, predominantly supporting calls handling as well as our in-app chat.
• Monitoring and improving service levels for the work completed by your team.
• Clearly communicating business change, ensuring your team remains fully engaged.
• Contributing to the construction and maintenance of a strong control environment by minimising avoidable breaches and risk events.
• Speaking with customers and supporting COps with complex decisioning when necessary.
• Empowering others to spot opportunities to make a difference to customers and Monzo’s ways of working.
• Helping your team with the most difficult queries and building their knowledge around complex issues.
• Managing performance by giving sometimes difficult feedback and helping your team members to improve and learn.
• Regularly reviewing the quality of your team’s customer interactions to identify areas of potential improvement, both individually and structurally.
• Ensuring the secure storage and maintenance of sensitive personal data and performance related documents for reports.
• Motivating your Team