📍Remote in the UK 🇬🇧 | 💰£25,760- £30,320 (depending on experience displayed in your CV and interview) + Benefits ✨

⭐Our Team

We’re looking for a smart, people focused Team Manager to join us on the evening & overnight team to lead one of our fantastic evening COps squads. You’ll be working between the hours of 2.30pm and 8.30pm, primarily Monday-Friday with 1 weekend day in every 8 weeks.

🔑 You’ll play a key role by...

• Supporting part time COps within the evening space
• Taking COps through their onboarding and route to competency journey
• Working autonomously and proactively, making decisions with limited information and often when you are the only available manager online
• Instilling a strong customer-centric culture and making sure everyone stays focused on what really matters: helping our customers with their personal financial lives
• Delivering strong and effective coaching sessions
• Coaching and supporting your team to achieve their personal, professional and performance goals
• Empowering others to spot opportunities to make a difference to customers and Monzo’s ways of working
• Helping your team with the most difficult queries and building their knowledge around complex issues
• Supporting and coaching a multi-skilled squad, including those new to role
• Regularly reviewing the quality of your team’s customer interactions to identify areas of potential improvement, both individually and structurally
• Building and managing a high performing squad - including performance management processes.
• Motivating your squad – we're growing fast and need to make sure COps stay engaged during challenging periods of demand
• You will also the be point of contact for team member escalations, so need to be comfortable taking and making phone calls
• Holding weekly feedback and development sessions with the individuals in your squad, along with team-meetings, performance reviews and daily updates
• Using data to spot trends and understand performance gaps
• Leading and taking ownership for managing all business changes within your squad
• Supporting the wider evening and overnight team with escalations, coaching needs and day to day team manager duties
  
  

🤩 We’d love to hear from you if…

• You have significant team management, leadership or coaching experience in a customer operations environment. Experience in a regulated environment is a bonus!
• You can draw upon and articulate previous experiences (what's worked well and what's worked not so well)
• You are empathetic and and work well with people
• You are very hands-on and solve problems when you spot them
• You are comfortable moving fast and in control
• You are comfortable making decisions in ambiguous situations
• You have spoken to your Team Manager and got their approval to apply

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

🙌 What’s in it for you

💰 £32,200 - £37,900 ➕share options.

🎂 We guarantee to approve time off on your birthday if it falls on a day you’re scheduled to work and it’s outside of your training period.

📍 This role is remote based in the UK

🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.

📚£1,000 learning budget each year to use on books, training courses and conferences.

➕ Plus lots more! Read our full list of benefits.

🌈 The application journey has 3 key steps

• Application questions
• Phone screening with Recruiter
• 1h role specific and values based interview

We’re hoping to organise the next stages within 2-3 weeks, but we will get back to you whether you’re successful in the next stages or not.

Please note you should submit your own application without help from other sources e.g Others/ChatGPT any applications whereby external support has been provided will be disqualified. Our average process takes around 2-3 weeks but we will always work around your availability.You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to jessicakemp@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.

Due to the forecasted popularity of this role, when we have enough applicants we will close this job advert down. Wishing you the best of luck.

#LI-REMOTE #LI-DR