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Customer Operations - Part Time Available

Posted on Dec 12, 2018 by Monzo

Not Specified United Kingdom
Call Center & Customer Service
Immediate Start
Annual Salary
Full-Time

We're looking for smart, empathetic people to join either our morning or evening Customer Operations (COps) team.

We're on a mission to make money work for everyone, and to do this we need to grow our amazing customer support team.

COps are the heart of Monzo

You'll be the first point of contact for any of our users who have questions, problems, feedback and compliments! COps are the face of Monzo, and the main way our customers communicate with us.

We want to delight our customers in any way possible. It can be something small like wishing someone a happy birthday. Or something bigger, like delivering a new bank card over to someone who needs it urgently.

What will you be doing day-to-day?

  • Identifying customers who are in vulnerable situations and helping to figure out what steps we can take to support them.
  • Working closely with our financial crime team to act as the first line of defence to help spot and investigate trends.
  • Being the first port of call for customer complaints to make sure that they're treated fairly and can share their thoughts and concerns.
  • Investigating and making decisions about payments made on stolen cards, as well as looking into scam websites.
  • Dealing with tricky payments-related queries; Investigating missing transfers and Direct Debits, helping manage the customers who are switching to Monzo.
  • Supporting other members in the team by being a point of escalation for other COps and mentoring new joiners.

After you're fully comfortable helping our customers, you'll have the opportunity to expand your knowledge in the various other areas of the Customer Operations team. This could range from helping our Calls and Social Media team to spending time with our financial crime specialists!

Your working life

This role is based remotely so you can work from anywhere you'd like! There are many perks to working remotely.

On your first day we'll give you a brand new Macbook, which means that after two weeks' training you can be on our Customer Operations frontline from the comfort of your own home. We'll also cover your expenses to come and visit the office in London or Cardiff for training and to say "hi" every few months.

For the early birds

We have two working patterns for the morning role: 5am-2pm, 6am-3pm. You have the choice between full-time shifts and working on a part-time basis.

  • If you're looking to work full-time, you'll be working 5 days a week. This includes 2 weekend days in every 4 week period, for which you'll get a day off in the week.
  • If you're looking for part-time work, we offer 3 or 4 days a week.

For the nightowls

The working pattern for our evening role is the 5pm-2am shift. You have the choice between full-time shifts and working on a part-time basis.

  • If you're looking to work full-time, you'll be working 5 days a week. This includes 2 weekend days in every 4 week period, for which you'll get a day off in the week.
  • If you're looking for part-time work, we offer 3 or 4 days a week.

The salary for this role is up to £22,750 a year (£11p/h) plus additional allowance for working anti-social hours. All Monzo team members also get share options as part of their package - read more about what this means here .

You'll be working remotely, Monday to Friday, and you'll need to work 2 weekend days in every 4 week period.

This position is available on a full-time or part-time basis.

You should apply if you:

  • care deeply about delighting our customers
  • are a UK resident (live in the UK for at least 6 months of the year)
  • have the right to work in the UK
  • are comfortable using a laptop
  • are over 18 years old
  • have a quiet and private working space
  • have a solid internet connection (download speed- 5mbps; upload speed - 1mbps)

The interview and on-boarding process

The next planned assessment days are on:

  • Friday 7th December (London)
  • Monday 10th December (Cardiff)
  • Wednesday 12th December (London)

(These are the last assessment dates before the end of the year, but there'll be more dates in January too!)

If you're successful, we'll send you a take-home task, and if you ace that we'll invite you for a half-day assessment. You'll have some one-on-one interviews and a collaborative task with a small group of other candidates. If all goes well, you'll join our small but growing team on a mission to make money work for everyone!

You'll spend your first two weeks in training (Monday-Friday) between 09:00-18:00, and we'll give you all the tools and training you need. You need to be available full time in London or Cardiff for the first week, but we can be a bit more flexible to fit your circumstances in the second week, if you've got caring or studying commitments for example. Please let us know if you'd need any adjustments to make this work.

Take your time with the questions below

We pay a lot of attention to your answers when we're looking at your application. So don't speed through them, they're worth spending some time over.

Reference: 599182518