📍Fully remote | 💰 £23,500 (£25,750 if based in Greater London) + Benefits | 

This is a calls-based role with some supporting web-chat work.

🌎 About us

We’re here to make money work for everyone and we're doing things differently. For too long, banking has been complicated and confusing. We want to change that and build a bank with everyone, for everyone. We want to make the world a better place and change people's lives through Monzo.

☎️ What you’ll be working on

Customer Operations are the heart of Monzo and every Customer Service Adviser has the power to solve problems quickly and efficiently. You’ll be our customers’ first point of contact and provide support by being honest and transparent with our customers mostly through phone calls, as well as some in-app chat support. We receive a wide range of calls from customers - whether it’s helping a customer who’s lost their card, or a customer looking for support with their gambling spend - you’ll listen to each customer’s concerns with positivity, empathy and patience.

You’ll spot patterns and identify potentially vulnerable customers as well as financial crime, escalating customers to specialist areas where needed. We’ll give you all the tools and training you need so you know exactly how payment systems actually work, then you’ll fix whatever the problem is and stop it from happening again. Our mission is to “make money work for everyone”, and you’ll be crucial in making that a reality.

✅ You should apply if you:

• Care deeply about delighting our customers whether it’s for your first or last task of the day
• Can navigate multiple technical systems, often at once
• Are keen to learn and develop, believing in our mission and our values as we grow
• Are able to work well under pressure with high volumes of work, including calls
• Can work to targets and self-monitor your own performance, as well as with guidance from managers
• Are passionate about communicating effectively using different mediums
• Have the ability to context switch from various tasks throughout the working day, using our self serve internal user guides to solve our customers queries 
• Customer service experience is essential, and experience working in a similar call-based/contact centre environment is preferable 
• Are a UK resident over the age of 18, currently living in the UK with the right to work in the UK (an offer of employment is subject to satisfactory proof of this). We can’t offer sponsorship for this role. 

📚 What’s in it for you

• This role is fully distributed, which means you’ll work from home.
• Learning budget of £1,000 a year for books, training courses and conferences to focus on your personal development
• Salary f£23,500 (£25,750 if you are based in Greater London)  All Monzo team members get share options as part of their package. plus stock options & benefits.
• And much more! See our full list of benefits here

🕰️ What hours you'll be working

You'll spend 5 days per week for your first three weeks in training (Monday-Friday) between 09:00-17:30. This is all done remotely. (Please note that we do not permit any holidays or appointments during training)

You’ll be working remotely on an ‘open availability’ contract basis, to make sure we're always here to help and allow 24/7 customer telephony support, meaning your shift pattern will change on a weekly basis but will be on a repeating pattern i.e. Monday to Sunday 6am - 10pm including bank holidays.

To make sure we have enough cover on weekends, you'll work some other weekend days and get days off in the same working week. All of our full time COps are guaranteed 2 full weekends off per rotation.

You will be flexed to work in different areas in COps to meet the business and customer needs. 

The start date for this role is the 22nd of January 2024.

🏡 To work remotely you'll also need

• A safe, private and distraction free environment in the UK 
• the expectation is that even though you are working from home, that you do not have dependant or caregiver responsibilities during your working hours
• A solid internet connection (download speed of 10mbps minimum, upload speed of 3 mbps minimum, latency speed of 80ms or less) - you can test your internet speed here

💻 Equipment

• We'll provide you with a Macbook laptop on your first day. There's no need to supply your own.
• You need to own your own smartphone; this will be needed each time you log into our customer support system.

🤝 Our interview process involves 2 main stages:

• Application
• A 1h interview that will take place via video call

Our average process takes around 3-4 weeks. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact us on hiring-team@monzo.com

 

Equal Opportunity Statement

We are actively creating an equitable environment for every Monzonaut to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2022 Diversity and Inclusion Report and 2022 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

 

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