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Job Title: Customer Operations: Team Leader (Cardiff)

Salary: £27,000 plus stock options.

Employer: Monzo

Location: Cardiff

Job Category: Team Leader/Manager

Contract Type: Full-Time

Job Description

We’re looking for people focused Team Leader (internally known as Squad Captain) to lead and motivate our Customer Operations (COps) squads to be able to delight our customers.

We’re building the best possible banking experience for and with our community of customers. We aim to delight people by making their financial lives simpler, and while having a great app is part of that, we pride ourselves on providing world-class, 24/7 support.

Our customer operations team is at the heart of Monzo: every person in this team not only cares about our customers’ problems, but is empowered to solve them quickly and with minimal fuss. We work in small squads of 8-10 people, which are split between communication channels and time periods. For example, some squads specialise in social media responses, others in helping customers over the phone or responding via in-app chat. In addition, some squad members are office based and others work remotely around the world.

As a Squad Captain, you would lead one of these squads providing support to each individual member of your squad and coordinating their work. The key goal of your squad will be to ensure that our customers are happy and satisfied, and their issues are resolved quickly and completely.

This will involve organising people around you and taking quick action when you see a problem coming – whether it is helping to build scalable processes that are fit for purpose, supporting a training need, or addressing something going wrong.

Your focus will be on helping each member of your team with their personal and professional development, listening, guiding them through hard times and celebrating their successes.

Every day you’ll spend your time:

– Instilling a strong customer-centric culture and ensuring everyone stays focussed on what really matters: helping our customers with their personal financial lives

– Coaching and supporting your team to achieve their personal, professional

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