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Monzo is seeking enthusiastic individuals for their Customer Operations team, focusing on creating exceptional customer experiences. New hires will receive training and support, making it a perfect opportunity for those eager to learn in a dynamic banking environment. Candidates need to be UK residents aged 18 or over, with the capability to work typical bank shifts.
We’re on a mission to make money work for everyone.
We’re waving goodbye to the complicated and confusing ways of traditional banking.
With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!
We’re not about selling products - we want to solve problems and change lives through Monzo ️
Our Customer Operations (COps) are all about Customer Experience. Our mission is to “Make Money Work For Everyone” and you’ll be part of a team that's here to make sure that customers want to tell friends, family and social media followers about the great experience they had with their bank.
We’d love to hear from you if
You are positive, hungry to learn and above all else, always want to go above and beyond to give great customer experience.
You do not need to have worked in financial services or customer service before. We’re going to teach you everything you need to know.
Some of the skills and values that might make you a great addition to our team are:
Some things that are essential
You’re a UK resident over the age of 18, currently living in the UK with the right to work in the UK (an offer of employment is subject to satisfactory proof of this). We can’t offer sponsorship for this role.
You have to be available to work Monday - Friday, 9:00 - 17:30 for your first 8 weeks.
For working from home you’ll need a safe, private and distraction-free environment with no dependant or caregiver responsibilities during working hours
???? A solid internet connection (download speed of 10mbps minimum, upload speed of 3 mbps minimum, latency speed of 80ms or less) - you can test your internet speed here
️ Shifts - 37.5 hours per week including Bank Holidays on a rotational basis covering 6am - 10pm with two full weekends and at least one other partial weekend off every six weeks. Please note you may be required to work bank holidays, including Christmas Day, Boxing Day and New Years Day.
What’s in it for you
Annual Salary Review which means your salary can increase every year
All Monzo team members get share options as part of their package.
Up to 6% pension contribution from Monzo
A £200 budget to set up a home office space
34 days of holiday allowance per year
8 weeks of paid sabbatical leave every 5 years
25 days of paid sick leave
Learning budget of £1,000 a year for books, training courses and conferences to focus on your personal development
Equipment
We'll provide you with a Macbook laptop on your first day. There's no need to supply your own.
You need to own your own smartphone; this will be needed each time you log into our customer support system.
Our interview process involves three main stages:
A brief 20-30 minute chat with someone in our hiring team. Occasionally due to capacity/ timeframes you will not do this stage.
A 1 hour interview that will take place via video call.
This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!
We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.
You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to sambrewington@monzo.com. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.
We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.
#LI-SB #LI-REMOTE
Equal opportunities for everyone
Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by 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 our blog , 2024 Diversity and Inclusion Report and 2024 Gender 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.
If you have a preferred name, please use it to apply. We don't need full or birth names at application stage
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Please confirm your UK Right to Work status. * Select...
We legally have to verify your Right to Work in the UK before you can start working for us. We're asking for this information now so we know later what type of right to work check we need to do. Your answer to this question won't affect the outcome of your application, unless you'd need visa sponsorship but are applying to a role we can't sponsor.
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A US Person is defined as someone who:
As we’re a bank and you’ll be supporting customers with financial products you will need to be over 18 years old to apply for this role. * Select...
In the UK, how old do you have to be to work for a regulated bank?In the UK, there is no specific age requirement set exclusively for working at a regulated bank. However, general employment laws apply, which typically require individuals to be at least 16 years old to work. For positions requiring higher responsibility or specific qualifications, such as Financial Conduct Authority (FCA) approved roles, candidates often need to be at least 18 due to the necessity of completing certain professional qualifications
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If you'd like to, please spell out your name how it's pronounced so we know how to say it.
I'm aware of the shift patterns for this role and can fully commit to them. * Select...
Shifts are 37.5 hours per week including Bank Holidays on a rotational basis covering 6am - 10pm with two full weekends and at least one other partial weekend off every six weeks. Please note you may be required to work bank holidays, including Christmas Day, Boxing Day and New Years Day.
I'm aware the start date for this role is 29th September & I'll need to be present during the first 8 weeks of training. * Select...
I understand that as a COp at Monzo, a main part of my role is speaking to customers on the phone and I am comfortable with high call volume, both inbound and outbound. * Select...
Q1: (Please read this question carefully) Creating a great experience for our customers at Monzo means everything to us. Tell us about a customer experience you received (not one you gave) that you wanted to tell your friends about and why was it so amazing? Please aim to write 250-500 words. *
Q2: Tell us honestly, why do you want to work for Monzo? Please aim to write 250-500 words. *
Q3: Tell us why you think you'd be a great candidate for the Personal Banking team? *
Do you have a notice period at your current employer? If so please state the length
The salary range for this role is £24,750 to £29,625. With that in mind, what salary are you looking for? *
Please save your final answers before submitting. If you’re invited through to an interview, we'll be asking you some questions related to the answers you’ve written in your application! * Select...
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This is to determine if your residence is within London waiting salary.
Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow.
Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is:
By filling out this survey, you agree that we can use your responses for the purposes we've mentioned above. You are not letting us know if we need to make any adjustments to the hiring process because of disability or neurodiversity - to do this please email us.
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