We’re on a mission to make money work for everyone.
We’re 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!
We’re not about selling products - we want to solve problems and change lives through Monzo.
In our department, we're responsible for making sure we support our customers who are in potential or actual financial difficulties. It's our role to assess the customer situation and provide the right level of support for them. This could be supporting them with a lending product they have with Monzo through a repayment plan, offering Breathing Space, or it could be through signposting them to a different organisation if their financial difficulties span much wider than just Monzo.
We currently have 3 different areas within our department: Collections, Recoveries, and Back Office. Collections supports customers in financial difficulties through our In App Chat function and other channels. Recoveries supports customers who are further into the collections journey and have often already defaulted on their lending product. The Back Office function supports customers through our third party processes and partners. We are also in the process of multiskilling our people so they can support customers at any stage of their journey.
As a Team Manager, you have two main focuses:
* Helping each member of your team with their personal and professional development, listening to them, guiding them through hard times and celebrating their successes.
* Making sure our customers are happy, satisfied, and their issues are fixed quickly and completely. This will involve organising people around you and taking quick action when you see a problem coming – whether it's helping to build scalable processes that are fit for purpose, supporting a training need, or addressing something going wrong.
This role can be done by someone who is Distributed or based in the Cardiff Office. You will work Monday to Friday, with some weekend work based on business needs. Shifts will mainly be between 8am-8pm, on a rotational basis.
Responsibilities:
* Managing a Squad of 10-12 COps (although this may sometimes stretch up to 15 as we’re growing so quickly), by holding weekly meetings with your Squad members - as individuals and as a group.
* Instilling a strong customer-centric culture and making sure everyone stays focused on what really matters: helping our customers with their financial lives.
* Coaching and supporting your team to achieve their personal, professional and performance goals.
* 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 Squad 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 Squad – we're growing fast and need to make sure COps stay engaged during challenging periods of demand.
* Ensuring everyone in your Squad feels they have a voice.
* Working closely with other Squad Captains to ensure that best practice is shared.
* Aggregate the feedback from your Squad into the Domain and wider COps leadership, to ensure we continue to improve on our processes and tooling.
* Champion and embed change and be a role model for the team.
* Supporting our customers directly when there is a business need.
Minimum Requirements:
* Experience in a team manager role which includes managing HR cases, driving your team's performance, and supporting your team's wellbeing and engagement.
* Experience working in Collections or Debt recovery within Financial or Contact Centre environments is essential.
* Experience in coaching and supporting colleagues is essential.
* Empathetic and developmental leadership style.
* Experience of motivating teams working on ongoing operational work.
* Hands-on problem solver.
* Comfortable moving fast and in control.
Application Process:
Our interview process involves 2 main stages:
* Application
* Interview (Role specific and Values)
What’s in it for you:
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.
* Only 1 weekend working day in an 8 week period.
* Learning budget of £1,000 a year for books, training courses and conferences.
* And much more, see our full list of benefits here.
The closing date for this advert is Monday 31st March 2025 at 5pm.
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 is integral to our mission of making money work for everyone.
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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