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Job Title: Customer Operations: Calls & Social Media

Salary: Circa £21,000 plus additional allowance

Employer: Monzo

Location: Cardiff

Job Category: Business Support

Contract Type: Full-time

Job Description

We’re looking for detail-oriented, empathetic problem solvers to join our Customer Operations “Calls and Social Media” team, namely Call & the Gang!

You’ll be at the heart of Monzo

You’ll be the first point of contact for every single one of our users who have a question, problem, feedback and compliments! COps are the face of Monzo, and the main way our customers interact with us.

You’ll know how to fix problems on the spot

Every person in customer operations has the power to solve problems quickly and with minimal fuss. We’ll give you all the tools and training you need so you know exactly how payments systems actually work, and you’ll listen to customers’ concerns with positivity, empathy and patience. Then you’ll fix whatever’s up and stop it from happening again.

You’ll be:

– Answering questions from our community of users via phone and social media with honesty and positivity

– Proactively refining our operations processes and procedures, and informing development of our internal tools so that we can continue to grow our user base without compromising our customers’ experience

– Talking directly with our supporters and customers, developing a deep understanding of what our community really wants from a digital bank

– Understanding and escalating our customers’ feedback and feature requests to the external product team (who are responsible for building our apps)

– Ensuring the rest of the company remains customer-focussed and fixated on building the best bank account in the world.

You should apply if:

– You’re great at explaining things to people, and have flawless written and spoken English.

– You know your way around social networks, and technology interests you

– You delight in investigating awkward problems, getting to the root cause and fixing it

– You’re friendly, positive and super organised

– You want to be part of influencing the development of phone and social media support at Monzo.

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