We're looking for detail-oriented, empathetic problem solvers to join our Customer Operations (COps) team in our Cardiff office.
At Monzo, we’re building a new kind of bank. One that lives in your smartphone and helps you take control of your money. We're on a mission to make money work for everyone and to do this we need to grow our amazing customer support team to make sure every customer gets access to 24/7 customer support through our app and on the phone. 🚀
COps are the heart of Monzo ❤️
You'll be the first point of contact for any of our users who have questions, problems, feedback and compliments! COps are the face of Monzo, and the main way our customers communicate with us.
We want to delight our customers in any way possible. It can be something small like wishing someone a happy birthday. Or something bigger, like cycling a new bank card over to someone who needs it urgently.
What will you be doing day-to-day? 💬
After you're fully comfortable helping our customers, you'll have the opportunity to expand your knowledge in the various other areas of the Customer Operations team. This could range from helping out on Social media to spending time with our Financial Crime specialists!
Your working life ☀️
The salary for this role is up to £22,750 a year (£11p/h) plus unsocial hours allowance. All Monzo team members also get share options as part of their package – read more about what this means here.
You’ll be working from our Cardiff office on an ‘open availability’ contract basis, to make sure we are always here to help and allow 24/7 customer support chat through our app. Your shift pattern will change on a weekly basis, starting no earlier than 6am and finishing no later than 10pm. Read more about the ins and outs of 'open availability' here.
You should apply if you:
If you're planning to do any working from home from time-to-time, you'll also need:
The interview and on-boarding process 🤝
Your answers to the application questions below are really important to us, so please take your time on these. Once you've submitted your application, we'll review along with your CV. 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 centre (these will be running on a regular basis from March onwards). At the assessment centre 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 make money work for everyone! 🚀
We are recruiting now for roles to start over the rest of the year, so even if you're not available to start until later in the year - please still apply!
You'll spend your first two weeks in training (Monday-Friday) between 09:00-18:00, and we'll give you all the tools and training you need. You need to be available full time in Cardiff for the first week, but we can be a bit more flexible to fit your circumstances in the second week, if you've got caring or studying commitments for example. Please let us know if you'd need any adjustments to make this work.
We started Monzo in February 2015 with the mission of building the best current account in the world. In April 2017, we received our full UK banking licence from the FCA and PRA and are now working hard to roll out our free current account later this year.
We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.We're doing things differently. For too long, banking has been obtuse, complex and opaque.We want to change that and build a bank with everyone, for everyone. Our amazing community of users suggests features, tests the app and gives us constant feedback so we can build something we all love.