📍Remote | 💰 £45,000 - £65,000 + Benefits |

About us:

We’re here to make money work for everyone and 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 suggests features, test the app and give us constant feedback so we can build something everyone loves.

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.

About our Complaints Team:

Every person in this team cares about our customers’ problems and is empowered to solve them quickly to turn the customer into an advocate for Monzo. We work in small teams of 11 people and the teams are specialised in different areas of complaints. For example some teams specialise in resolving complaints within 0-3 days, some focus on complaints related to Financial Crime and some resolve our informal complaints.

What you’ll be doing: 

Each of our Operations Managers support and coordinate the work of their team members. You’ll lead a team of 6-8 Team Managers, motivating them to excel in their roles and meet their personal and professional development goals. You’ll coordinate those around you and take quick action when you see a problem coming - whether it’s not enough people covering the right types of complaints, a training need, or something going wrong. You’ll listen to your people, guide them through hard times and celebrate their successes. You’ll have responsibility for some disciplinary and grievance matters and work closely with your colleagues in London, Cardiff or remotely to make sure that we apply these policies fairly across all areas of Customer Operations.

Your day-to-day   

• Instilling a strong customer-centric culture and keeping everyone focussed on what really matters: helping our customers with their personal financial lives
• Helping Team Managers outperform in their roles by: having regular 1:1s with Team Managers and receiving feedback about people, process and QA; coaching, mentoring, and developing high performing teams
• Supporting the interviewing and hiring of new Team Managers/COps
• Helping us become an exceptional place to work for the ambitious, highly motivated COps that we hire
• Managing team rituals, planning meetings and retrospectives - making sure the information flow out from, and into, the team is easy and effective
• Making ’Complaints’ a competitive advantage and pushing the insights learnt; championing what we’re doing here 

You should apply if:

• You love Complaints and understand the important insight they bring to the business  
• You’re able to interpret data, join the dots and make recommendations to drive continuous process improvements 
• Have strong senior leadership experience, ideally in a customer-centric role
• Have experience of turning around underperforming teams to a high performing team and managing a highly effective operation
• Are able to prioritise based on customer demands, business needs and risk mitigation
  
• Able to lead large scale projects, execute and deliver
• You’re as comfortable working 1:1 as well as communicating with large groups
• You’ve led successful teams to achieve their goals, have an empathetic leadership style and empower your people to find solutions themselves
• Able to motivate your teams, have a very hands-on style and solve problems when you spot them
• What we are doing at Monzo excites you!

The Interview Process:

Our interview process involves 3 main stages: 

• Application questions
• Recruiter call
• Interviews 

Our average process takes around 2-3 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact us on [email protected]

Closing date: 6th April at 5pm

What’s in it for you:

💰 £45,000 - £65,000 ➕ plus stock options & benefits 

📍This role is a distributed working position and can be based anywhere in the UK.

📚 Learning budget of £1,000 a year for books, training courses and conferences

➕ And much more, see our full list of benefits here

Equal Opportunity Statement

We are actively creating an equitable environment for every Monzonaut to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in ourblog,  2021Diversity and Inclusion Report and 2022Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

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