Vulnerable Customer - Team Leader

We're on a mission to make money work for everyone, and to do this we need to grow our amazing customer support team.  We’re looking for an individual with strong Vulnerable Customer experience to join us as a Team Leader (we call them “Squad Captains” here) and lead a team of Vulnerable Customer Operatives (COps).   At Monzo, we have a fresh approach to challenges and our teams are likely to be more diverse than those you have worked in before.Your “Squad” will consist of around 13 COps of varying experience supporting our vulnerable customers through a wide range of situations.  As a Squad Captain, your job will be to manage each COp’s personal and professional development, listening, guiding them through hard times and celebrating their successes. You will hold weekly meetings with your Squad members (as individuals and as a group) to ensure optimum performance and work closely with other Vulnerable Customer Squad Captains to ensure that best practice is shared. 

Every day you’ll spend your time:

• Instilling a strong customer-centric culture and making sure everyone stays focused on what really matters: helping our most vulnerable customers with their personal financial situation.
• Holding weekly meetings with your Squad members (as individuals and as a group) to ensure optimum performance and work closely with other Vulnerable Customer Squad Captains to ensure that best practice is shared.
• Coaching and supporting your team to achieve their personal, professional and 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 building their knowledge around complex issues.
• Regularly reviewing the quality and compliance of your team’s customer interactions to identify areas of potential improvement, both individually and structurally.
• Motivating your squad – we’re changing fast and need to make sure our COps stay engaged during challenging periods of demand.
• You will also the be point of contact for team member escalations, so need to be comfortable taking and making phone calls.
• Ensuring the secure storage and maintenance of sensitive personal data and performance related documents for reports.
• Ensuring that all documents containing personal data relating to your squad members, including performance and wellbeing documents, are securely stored and well maintained.
• Aggregating the feedback from your Squad into Vulnerability and Operational leadership to ensure we continue to improve on our processes and tooling.

You should apply if:

• You’re a subject matter expert in working with Vulnerable Customers
• You have management, leadership or coaching experience 
• You can draw upon and articulate previous Vulnerable Customer experiences (what’s worked well and what’s worked not so well)
• You are empathetic and and work well with people
• You are very hands-on and solve problems when you spot them
• You are comfortable moving fast and in control

Interview process:   The interview process will consist of a call with the hiring team, a task and a set of face-to-face interviews.   We’re keen to make sure we’re designing a bank that works for everyone, so we particularly encourage applications from different underrepresented demographics.

Questions about this role? Head over to our careers page to read our FAQs (www.monzo.com/careers).

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