Service Analyst Workforce Management

Monzo; Greater London, Cardiff; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

A financial technology company is seeking a Service Analyst to optimize service delivery and staffing for customer operations. Responsibilities include analyzing service performance, collaborating with various teams for insights, and managing real-time customer demand. Successful candidates will possess experience in workforce management and data analysis, with proficiency in tools like Google Sheets and Looker. The role offers a flexible four-day work week, remote opportunities, and a learning budget of £1,000 annually.

Benefits

Learning budget of £1,000

Flexible working hours

Remote working support

Qualifications

• Solid background in workforce management with operational experience.
• Ability to create insightful visualizations and reports.
• Experience working with live and historical data.

Responsibilities

• Analyze datasets specific to your domain for service performance.
• Collaborate with teams to deliver accurate service insights.
• Identify issues between supply/demand and recommend improvements.

Skills

Workforce management experience

Data analysis

Proficiency in Google Sheets / Excel

Communication skills

Tools

Looker

BigQuery

Job description

Service Analyst, Workforce Management, 9 Months Fixed Term Contract

Cardiff, London or Remote (UK)

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 ❤️

📍 London, Cardiff or Remote in the UK | 💰 £32,900 to £41,675 + Benefits

Overview

The Workforce Management team is essential to the success of our Customer Operations. We are responsible for ensuring we have the right people in the right place at the right time to support our customers. As a Service Analyst, you'll be instrumental in optimising service delivery and ensuring efficient staffing for customer operations within your specific domain. Your role will involve managing real-time customer demand and performance, identifying trends, and collaborating to maintain high service levels. In a constantly evolving environment, your proactive approach and adaptability to change will be crucial to enhancing operational efficiency and customer satisfaction within your domain.

Responsibilities

• Analyse datasets specific to your domain, identifying patterns and trends related to service performance. Proactively identify trends that might affect performance in your domain.
• Work within your allocated domain to continuously strive for improved SLAs and identify seasonality trends that might affect performance. Regularly evaluate service processes and make adjustments and enhancements to improve results.
• Collaborate with Operations, Product, Risk teams, Change partners, and domain analysts to deliver accurate service insights. Build and maintain good relationships with Team Managers and Operations Managers to support intra-day needs. Collaborate with WFM Analyst and Forecast Analyst to meet queue specific requirements.
• Work with domain’s outsourced real-time teams to align on daily action plans and ensure understanding of performance or volume trends. Manage task views, routing and short-term Verint changes, ensuring work goes to the right person at the right time.
• Conduct deep dives to identify issues between supply/demand at all intervals and skilling gaps where the domain is misaligned with the operation. Assess the service impact of proposals and changes. Raise and respond to incidents when required, providing regular updates and escalating when needed.

Qualifications

• Solid background in workforce management, with hands-on experience supporting operational teams and improving performance.
• Commitment to service quality and understanding of drivers contributing to great customer experiences.
• Proficiency in Google Sheets / Excel and Looker, with ability to create insightful visualisations and reports to support domain-specific decision-making. Basic understanding of BigQuery.
• Experience working with live and historical data to identify trends, investigate issues, and communicate insights to stakeholders, including senior leadership.
• Ability to assess situations with broad customer impact and make informed, risk-aware decisions under pressure.
• Experience managing multiple tasks and incident types with different urgency levels, maintaining high availability to provide support.
• Collaborative work across geographies, aligning priorities even when they differ.
• Strong written and verbal communication skills; ability to convey complex ideas simply.
• Excellent ability to make and receive calls with colleagues and stakeholders.

Working hours

Important information about your working hours: You will have a condensed four-day working week with fixed start times of 8am and finish times of 7pm. Your shifts are placed onto a 5 week rotation, working 1 in 5 weekends (Saturday & Sunday).

Diversity and inclusion

Equal opportunities for everyone. Diversity and inclusion are a priority for us and we’re committed to creating a diverse and welcoming team. Monzo is 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, veteran status, neurodiversity or disability status.

What’s in it for you

📍 This role can be based in our London office, Cardiff office or distributed working within the UK.

⏰ Flexible working hours and trust to work enough hours to do your job well, at times that suit you and your team.

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

We will set you up to work from home; all employees are given Macbooks and fully remote workers receive additional support for their setup.

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

Application and notice

This process should take around 2-3 weeks. The application journey includes four key steps: Application Questions, Take Home Task, and Role Specific & Values Interview.

Equality and privacy

We have guidelines on using Artificial Intelligence (AI) to ace an application and interview. You can read them here. We also have a Candidate Data Privacy Notice. We are committed to protecting your data and privacy in accordance with our policies and applicable laws.

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