Writer, Operations
đ Weâre on a mission to make money work for everyone.
Weâre waving goodbye to the complicated and confusing ways of traditional banking.
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!
Weâre not about selling products - we want to solve problems and change lives through Monzo â¤ď¸
Hear from our team about what it's like working at Monzo â¨
đLondon or remote (UK) | đ°ÂŁ55,000 - ÂŁ70,000 + Benefits | Applications for this role will close on Thursday 18th April at 6pmThe RoleEvery word we write matters. From whatâs in the app, to job ads (like this one), to error messages, to emails, to internal policies, to⌠you get the idea.
The Writing Team isnât responsible for writing every word though â weâre here to level up Monzoâs writing overall. We have a well-established tone of voice, and people here really care about making sure all our writing is consistently good and works hard for customers. Itâll be your job to keep that quality up through the writing you do. But youâll also be a champion for great writing by proving the difference it makes, and helping other people to improve their own writing skills.
Our never-ending reason to exist is to improve the overall quality of writing at Monzo. That means a culture where care for language is the norm. Everyone, in every role, should understand how important it is to write in a clear, empathetic way, and they should all have the skills to do it. That leads to world-leading writing for customers, who trust us because our writing is clear, effective and works hard for them.
Youâll work in Operations
Operations is the biggest team at Monzo and does by far the most writing to customers. This is the home of our award-winning customer service teams, and also where a lot of the (surprise surprise) day-to-day âoperationalâ communications we send come from.
Thereâs a big focus on writing standards in Operations at the moment, and a lot of energy and momentum geared towards improving on our already high standards. So thereâs an opportunity to have a really big impact and leave a lasting legacy.There are three main areas youâll focus on:
Training: youâll iterate on existing training programmes for our customer service teams. Weâve got distributed teams on different schedules and weâre growing fast, so this isnât standard classroom stuff. Youâll need to think about clever, scalable, tech-first ways to help people learn.Content: youâll be the guardian of Ops writing standards, and oversee quality checks for any new content that goes into our big library.User journeys: our Ops Product teams are working on really smart self-serve customer service experiences in the app, and youâll help make them great.
Your home will be in Writing
Day-to-day youâll spend most of your time with the folks in Operations. But youâll be part of the Writing Team, contributing to the Writing discipline, and youâll spend plenty of time with your fellow Writers too. Open collaboration, sharing ideas and feeding back on each otherâs work is a big part of our team culture. Writing is part of the wider Marketing team, but since this role is based in Operations you wonât get directly involved in any brand or marketing writing.
This is for you if:
- you enjoy the act of writing and rewriting until somethingâs polished and perfect
- youâre allergic to useless jargon and over-complicated language
- youâve trained people on writing in the past â bonus points if youâve done it remotely or created content that people could self-serve
- you know how to use data and research to guide your approach
- youâre comfortable questioning a brief and helping people understand why your approach is the right one
This isnât for you if:
- itâs your first writing job, or youâre very early in your career â sorry, but we need someone more experienced to hit the ground running
- youâre only excited by brand and marketing stuff â that wonât be part of what you do
- your background is purely in journalism or content marketing â we need someone whoâs worked with product teams before
Youâll get:
- the chance to shape this role around whatâs good for you and us
- very flexible working â we care about what you do, not the minutes you work
- a load of benefits, including a personal training budget, health insurance, generous caregiving leave and more you can read about here: https://monzo.com/careers/
The Interview Process:
Our interview process involves four main stages:
- Recruiter Call (30mins)
- Initial Call (30 mins)
- Take Home Task (to complete in your own time)
- x2 final interviews via Google Meet (x2 45 mins)
Our average process takes around 2-3 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your hiring process, but if you do have any specific questions before this please contact us on business-hiring@monzo.com. Please also use that email to let us know if there's anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason.
Whatâs in it for you:
đ° ÂŁ55,000 - ÂŁ70,000 âstock options
âď¸ We can help you relocate to the UK
â We can sponsor visas
đ This role can be based out of our London office next to Liverpool Street station (a hybrid of office based and home working) or fully remote within the UK
â° We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.
đ Learning budget of ÂŁ1,000 a year for books, training courses and conferences
âAnd much more, see our full list of benefits here
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Equal opportunities for everyone
Diversity and inclusion are a priority for us and weâre making sure we have lots of support for all of our people to grow at Monzo. At Monzo, weâre embracing diversity by 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 2023 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.