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Job Title: Customer Operations: Weekend (Mornings)

Salary: £21,000 (pro rated) plus additional allowance

Employer: Monzo

Location: Cardiff

Job Category: Customer Service Advisor

Contract Type: Part-Time

Job Description

We’re looking for detail-oriented, empathetic problem solvers to join our Customer Operations (COps) team on weekend only shifts remotely or from our Cardiff office.

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 support.

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:

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

– proactively spotting patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to make them happier

– managing our business operations tasks, from making sure all our merchants have the right emoji to checking identity documents

– understanding, prioritising and escalating our customers’ feedback and feature requests to the external product team

– making sure the rest of the company stays customer-focused 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 English
you delight in investigating awkward problems, getting to the root cause and fixing them
you know your way around social networks, and technology interests you
you’re friendly, super organised and want to work at the weekend
you want to be part of the team that makes Monzo!

Your working life

You’ll be able to choose between working remotely or in our office in Cardiff (or a mixture of the two). You’ll work two 8-hour shifts every Saturday and Sunday, starting between 4am, 7am, 9am or 5pm. You can also do this role on a full-time basis, with extra days in the week.

The interview and onboarding process
We are planning assessment days throughout November and December.

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 in our Cardiff or London office. 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 build the best bank in the world!

Ideally, we’d like you to spend your first two weeks training at our Cardiff office (Monday-Friday) generally between 09:00-18:00. But we can be flexible to fit your circumstances (like childcare or university courses) and we’ll discuss with you how best to make this work.

Logistics

The salary for this role is around £21k (pro rated) plus additional allowance for working anti-social hours. All Monzo team members also get share options as part of their package.

You’ll get to work from home and we’ll cover your expenses to come and visit the office in London or Cardiff for training and to say “hi” every few months. We’ll provide you with the equipment you need to do the role (i.e. a work MacBook and screen).

Take your time with the application questions

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.

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