Weekend Team Leader

  • Monzo
  • London, UK
  • Dec 14, 2018
Full time Management

Job Description

We're building the best possible bank for a billion customers, and to do this we need to grow our amazing customer support team.

We’re looking for smart, people focused Team Leaders (internally known as Squad Captains) to lead our Customer Operations (COps) squads to continue delighting our customers.

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 spread over different offices and time periods.

As a Squad Captain, you have two main focuses:

  • Making sure 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.

  • Helping each member of your team with their personal and professional development, listening, guiding them through hard times and celebrating their successes.

What will you be doing day-to-day?

  • 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 & 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 master their knowledge around complex issues
  • Regularly reviewing the quality of your team’s customer interactions to identify areas of potential improvement, both individually and structurally
  • Motivating your squad; we are growing rapidly and need to ensure COps remain engaged during challenging periods of demand.

Your working life

The salary for this role is around £27k (pro rated) 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.

This position is available on a full-time or part-time basis (at least three days covering Saturday, Sunday and 1-3 weekdays), and we're hiring for both day time and evening roles. Day time shifts start between 7am-12pm on a rotational basis, and evening shifts begin at 3pm, but we’ll always try to accommodate your other commitments. You will be based remotely or from one of our offices, depending on your preference.

In order to be a great squad captain, you'll need to know the ins and outs of the Customer Operations job. So you'll start off as a frontline support daytime COp ensuring you’re fully trained (based on your individual needs). When you’re fully versed with all things COps you will then start the Squad Captain role.

You should apply if:

  • You have ideally directly line-managed successful teams of 8-10 people to achieve their goals
  • You have worked in a customer-centric role
  • You have experience motivating teams working on ongoing operational work
  • 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

The interview process

The interview process will be 30-minute phone call, a practical exercise, and two consecutive one-hour interviews (from our office in Cardiff).

If successful, you'll join a growing team of customer operations specialists who, with the help of our exceptional engineers, designers, product people, and banking experts, are on a mission to change banking forever.