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Join the digital banking revolution as a Team Manager at Monzo and lead the charge in delivering exceptional service with a human touch
Overview
Salary £30800 - £35000
Location Remote (UK)
Nomad Friendly? 
Expires Expires at anytime
Monzo is at the forefront of the fintech industry, offering a fresh and dynamic approach to banking with a focus on customer satisfaction and financial empowerment. With innovative features like early salary access, social media education, and an award-winning customer service team, Monzo is dedicated to making financial management accessible and enjoyable for everyone. Our team cherishes problem-solving, not product-selling, and we're driven by a passion to transform banking for the better.
- Guide and develop a team of Complaints Advisers, ensuring personal and professional growth.
- Strive for customer happiness by resolving issues efficiently and effectively.
- Lead team meetings, instill a customer-centric culture, and drive goal achievement.
- Coach team members through complex queries, and manage performance with constructive feedback.
- Maintain high-quality customer interactions and continuously seek improvement.
- Protect sensitive data and uphold Monzo's strong control environment.
- Facilitate effective communication and maintain team engagement during growth phases.
- Collaborate with other Team Managers to share best practices and enhance processes.
- Participate in hiring and decision-making for new Complaints Advisers.
- Demonstrable leadership experience, particularly within an FCA-regulated banking environment.
- Proven ability to elevate team performance from underachievement to excellence.
- Strong time management and prioritization skills for time-sensitive tasks.
- Exceptional communication abilities and proficiency in MacOS, Slack, and GSuite tools.
The interview process includes answering application questions, a recruiter call, and leadership and technical interviews with Operations Managers and Team Managers. The process is adaptable to your schedule and typically spans 3-4 weeks.
Monzo offers a competitive salary of £30,000 - £35,000, stock options, benefits, a learning budget, and a commitment to diversity and inclusion. This remote role within the UK includes a standard workweek with occasional weekend shifts.
🚀 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 ❤️
Hear from our team about what it's like working at Monzo ✨
📍Distributed in UK | 💰 £30,800 - £35,000 + Benefits + stock options
Please note that we are looking for candidates that are experienced in managing a team of FCA-regulated Complaints Advisers within the banking sector.
About our Complaints Team
We are a domain with an FTE over 200, currently made up of 19 Team Managers. Our Complaints function sits alongside our Customer Operations (COps) team to make sure we offer all our customers the best possible service, even when things go wrong. We embed empathy into our complaints process to turn distress into delight, and we’re looking for people to join our team who can help us drive this mission forward.
What you’ll be working on
- 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 and 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.
Your day-to-day
- Managing a team of 8-11 Complaints COps (although this may sometimes stretch up to 15 as we’re growing so quickly), by holding weekly meetings with your staff 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 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 – we're growing fast and need to make sure COps stay engaged during challenging periods of demand
- Ensuring everyone in your Team feels they have a voice
- Working closely with other Team Managers to ensure that best practice is shared
- Aggregate the feedback from your Team into the Domain and wider COps leadership, to ensure we continue to improve on our processes and tooling
- Communicating business change, while ensuring your team remains fully engaged
- Contributing to the construction and maintenance of a strong control environment by minimising avoidable breaches and risk events.
- Conducting interviews for Complaints advisors and contributing to hiring decisions
- Chairing employee relations cases and making decisions consistent with Monzo’s values.
You should apply if
- You have experience in Leadership and have the ability to lead others in team success and engagement
- You have experience of working within a Complaints area in a regulated environment
- Experience in managing employee relations cases
- Experience of taking individuals and teams from a position of underperformance to high performance
- You have great time management skills, experience of managing conflicting priorities and prioritising time sensitive workloads
- You have excellent communication skills
- You are able to become fluent with MacOs, Slack and GSuite tools
The Interview Process
Our interview process involves:
- Answering the applications questions below
- A call with a Recruiter
- A Leadership interview with Operations Managers and Team Managers (1 hour)
- A Technical Interview with Operations Managers and Team Managers (1 hour)
Our average process takes around 3-4 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 process but if you do have any specific questions ahead of this please contact me at [email removed - click apply for more details]
What’s in it for you
💰 £30,000 - £35,000 ➕ stock options & benefits
📍Distributed working within the UK.
⏰ You will work Monday to Friday 9am - 5.30pm, with 1 in 8 weekend work based on business need.
📚Learning budget of £1,000 a year for books, training courses and conferences
➕And much more, see our full list of benefitshere
#LI-REMOTE #LI-NE
Equal opportunities for everyone
Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re 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.
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.
