Monzo is hiring a Team Manager, Core Support to lead a team within Customer Operations (COps). At Monzo, we're on a mission to make money work for everyone by solving problems and changing lives, not just selling products. In this role, you will lead and empower your team to deliver a human, customer-focused service, ensuring customers have a great experience with their personal finances.
What You'll Do
- Create and maintain a strong customer-first culture, focusing on helping customers navigate their personal finances.
- Lead, coach, and support your team to achieve their personal, professional, and performance goals.
- Drive performance at both individual and team levels to meet customer demand with the right level of service.
- Review the quality of your team’s customer interactions to identify improvement opportunities.
- Hold regular feedback and development sessions, including weekly one-to-ones and team meetings.
- Support your team with complex queries, providing clear explanations and demonstrations.
- Encourage others to identify opportunities to improve the customer experience and enhance Monzo’s ways of working.
- Use data to spot trends and address performance gaps to drive improvement.
- Guide your team through business changes, ensuring clarity and alignment.
- Keep your team motivated and engaged during periods of high demand.
- Interview new members of your team, ensuring a world-class candidate experience.
What We're Looking For
- Experience providing thoughtful, empathetic management, supporting individuals while driving performance.
- A passion for developing people and managing performance effectively.
- Understanding of business needs and the role we play in meeting service delivery obligations.
- Skill in providing direction and motivation, navigating change, and driving a clear vision forward, even in ambiguous or changing situations.
- Confidence handling difficult conversations, including absence and wellbeing management.
- A proactive self-starter who takes initiative and stays curious.
- A hands-on, solutions-focused approach, able to spot and resolve problems while adapting to shifting priorities.
Team & Environment
You will be a Team Manager within the Core Support team, part of Customer Operations (COps), reporting to an Operations Manager.
Benefits & Compensation
- Salary: £32,200 - £40,750 + equity via share options.
- A £1,000 learning budget each year for books, training courses, and conferences.
- Home office setup provided; all employees are given Macbooks. Extra support is available for fully remote workers.
Work Mode
This role offers a hybrid work arrangement. You can be based in our Cardiff or London offices, or work remotely from anywhere in the UK.
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.
