Overnight Customer Service Adviser, Calls and Chat
đ Remote | đ° ÂŁ23,500 (ÂŁ25,000 if based in Greater London) + an allowance of ÂŁ5,004 per year (ÂŁ417 monthly) for working overnight hours + Benefits |
âĄď¸This is a predominantly calls-based role with some supporting chat work, working overnight đ ⏠ď¸
About us:Weâre 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.
About our Customer Operations Team:
Customer Operations are the heart of Monzo and every Customer Service Adviser has the power to solve problems quickly and with minimal fuss. We care deeply about our customers and about giving them the best support possible. We're on hand for any queries and work hard to find solutions.
What you'll be working on:Youâll be our customersâ first point of call 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 itâs helping a customer whoâs lost their card, or a customer looking for support with their gambling spend - youâll listen to each customerâs concerns with positivity, empathy and patience.
Youâll spot patterns and identify potentially vulnerable customers as well as financial crime, referring customers to specialised areas where needed! Weâll give you all the tools and training you need so you know exactly how payment systems actually work, Then youâll fix whatever the problem is and stop it from happening again.
You should apply if:- You care deeply about delighting our customers whether itâs for your first or last task of your shift
- You are able to navigate multiple technical systems, often at once
- You are able to work well under pressure with high volumes of work, including calls
- You can work to targets and self-monitor their own performance, as well as with guidance from managers
- You are great at verbally explaining things to people and have flawless written English
- You have the ability to context switch from varying tasks throughout your shift, utilising our self serve internal user guides to solve our customers queries
- You have strong customer service experience. Experience working overnight is desirable, but not essential
You'll need to be a UK resident over the age of 18 to apply for this role, 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 canât offer sponsorship for this role.
What hours youâll be workingYouâll be contracted to work full-time, 37.5 hours per week.
Currently, the way our night shifts work is that youâll be on an 8 day rotating shift pattern. Your shift hours will be 9:30pm-6:00am with 4 hours of âreset timeâ at the end of your consecutive working days. Youâll work some weekends, depending on the 8 day rotation.
From January, weâre changing our night shift pattern slightly. From January, youâll work 4 shifts of 8pm-6am followed by 4 rest days. Again, this means youâll work some weekends.
Whatâs in it for you:đ° Base salary from ÂŁ23,500 (from ÂŁ25,000 if you are based in Greater London) + an allowance of ÂŁ5004 per year (ÂŁ417 monthly) for working overnight hours. All Monzo team members get share options as part of their package. plus stock options & benefits.
đ This role is distributed, which means youâll work from home.
đ Learning budget of ÂŁ1,000 a year for books, training courses and conferences And much more, see our full list of benefits here.
You'll spend 5 days per week for your first two 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)
Our interview process involves 2 main stages:- Application and completion of application questions - you may also have a quick 10 minute call with a recruiter to chat about your motivations for applying
- A 1h interview that will take place via video call
Our average process takes around 2-3 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
Equipment:- We'll provide you with a Macbook laptop on your first day. There's no need to supply your own.
- You do need to own your own smartphone; this will be needed each time you log into our customer support system.
- To work from home in the UK in a safe, private and distraction free environment - (the expectation is 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
- This is our first chance to get to know you, so your application should be all your own original work
- We want to hear about specific examples from your previous experience, so please make sure your answers are clear-cut and definitive
- Make sure your CV is up to date including your most recent employment, as well as the correct contact details
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.
Weâre 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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