Customer Service Adviser, Personal Banking

UK Remote | L10 COps Framework Principles Benefits | Hear from the team ✨

⭐Our Personal Banking team

Our Customer Operations (COps) are all about Customer Experience. Our mission is to “Make Money Work For Everyone” and you’ll be part of a team that’s here to make sure that customers want to tell friends, family and social media followers about the great experience they had with their bank.

You’ll play a key role by

• You’ll be our customers’ first point of contact and your mission will be to make sure that they feel confident that their issue is resolved with little to no fuss. We get a wide range of calls from customers – whether they’ve lost their card, need some help getting into our app or they’re looking for support with their gambling spend. You’ll know when to be empathetic, when to build rapport and most importantly, when to do what’s right for them.
• You’ll also make sure that in instances where customers need to be helped by someone with a different skill set that they get to the right place quickly to have their issues resolved quickly.
• You’ll also have transferable skills that will mean you’re able to help other areas of the business if and when needed during peak times.
• We don’t expect you to know everything right now, don’t worry! You’ll go through training as part of your onboarding plan as well as get continuous coaching and support from your Team Manager and excellent peers.

We’d love to hear from you if 

You are positive, hungry to learn and above all else, always want to go above and beyond to give great customer experience.

You do not need to have worked in financial services or customer service before. We’re going to teach you everything you need to know.

Some of the skills and values that might make you a great addition to our team are:

• You are passionate about providing industry-leading customer experience and pushing the bar higher at every opportunity
• A great communicator – this means being empathetic when you need to be, listening well and responding clearly and concisely to customer queries
• Resilient – we deal with people’s money, it’s an emotive subject and sometimes our calls can be tough
• Good understanding of regulatory requirements like making sure you’re speaking to the right person before taking action or when we should raise a complaint for customers
• Context switching – we work a range of tasks and one minute you might be speaking to a customer over the phone and the next replying to an in app chat or Social media post, all of these require different skills
• Great at learning new skills and inquisitive enough to ask questions to understand more about things that you need to know
• Excellent at balancing giving the customer as much of your time as they need whilst knowing when to be efficient
• Tech literate, but don’t worry, you don’t have to know how to code or the difference between RAM and ROM… you just need to be able to use a laptop and pick up the systems that we use

Some things that are essential

You’re 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.

You have to be available to work Monday – Friday, 9:00 – 17:30 for your first 8 weeks.

For working from home you’ll need a safe, private and distraction-free environment with no dependant or caregiver responsibilities during 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

⏲️ 37.5 hours per week including Bank Holidays on a rotational basis covering 6am – 10pm with two full weekends and at least one other partial weekend off every six weeks. Please note you may be required to work bank holidays, including Christmas Day, Boxing Day and New Years Day. 

What’s in it for you

Annual Salary Review which means your salary can increase every year

All Monzo team members get share options as part of their package.

Up to 6% pension contribution from Monzo

A £200 budget to set up a home office space

34 days of holiday allowance per year

8 weeks of paid sabbatical leave every 5 years

25 days of paid sick leave

Optional Health Insurance

Learning budget of £1,000 a year for books, training courses and conferences to focus on your personal development

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 two main stages:

✍️ Application

A 1 hour interview that will take place via video call. 

This process should take around 2-3 weeks – your schedule is really important to us, so we promise to be as flexible as possible! 

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to sambrewington@monzo.com. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out. 

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