We're looking for detail-oriented, empathetic problem solvers to join our Customer Operations (COps) team in our Cardiff office. Check out what our team say about working in Cardiff here!
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 are always here to help as every customer gets access to 24/7 customer support through a quick call, social media, emails and our app 🚀
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. Our mission is to make money work for everyone, and while having a great app is part of that, we pride ourselves on providing world-class support. By solving customers’ problems, treating them fairly and being totally transparent, we believe we can make banking better 💪
You’ll know how to fix problems on the spot 🔧
Every person in COps has the power to solve problems quickly and with minimal fuss. We’ll give you all the tools and training you need so you know exactly how payments systems actually work, and you’ll listen to customers’ concerns with positivity, empathy and patience. Then you’ll fix whatever’s up and stop it from happening again
You'll be the first point of contact for any of our users who have questions, problems, feedback and compliments!
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 COps team. This could range from helping out on social media to spending time with our Financial Crime specialists!
Your working life and shift requirements ☀️
The salary for this role is £22,750 a year (£11p/h) plus an allowance per year for working varying hours. 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 through our calls, social media platforms, email or in-app chat.
To ensure we have enough cover on weekends, all of our full time COps are guaranteed 1 full weekend off each month. You will work some other weekend days and get days off in the same working week. Your shift pattern will change on a weekly basis, shifts vary between Monday-Sunday 06:00 -15:00, 07:00 - 16:00, 08:00 - 17:00, 09:00 - 18:00, 10:00 - 19:00, 11:00 - 20:00, 12:00 - 21:00, 13:00 - 22:00 depending on demand.
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 application process 🤝
We are recruiting now for roles to start over the next few months, so even if you're not available to start at a later date - please still apply now!
You'll spend 5 days per week for your first three to four weeks in training (Monday-Friday) between 09:00-18:00.
Questions about this role? Head over to our careers page to read our FAQs (www.monzo.com/careers) or email firstname.lastname@example.org