VAIB Team Manager, Evenings, 3.30pm - 8pm (Monday to Friday)

Monzo; United Kingdom; Remote; GBP 30,000 - 60,000; Part time

Job summary

Join a forward-thinking company as a VAIB Team Manager, where you will lead a dedicated team focused on supporting vulnerable customers. This role emphasizes coaching, performance management, and creating an inclusive environment. With a commitment to diversity, this innovative firm values your unique background and encourages you to apply, even if you don't meet every requirement. Enjoy a flexible remote work setup, an annual learning budget for professional development, and the opportunity to make a real impact in the lives of customers. If you're passionate about customer service and team leadership, this is the perfect role for you!

Benefits

Annual learning budget

Macbook provided

Hybrid working support

Regular social events

Team engagement budgets

Qualifications

• Experience managing remote Customer Service teams in Banking/Financial Services.
• Strong leadership and team engagement skills.

Responsibilities

• Manage the development of VAIB Advisers and drive performance.
• Conduct weekly team meetings to ensure engagement.

Skills

Team Management

Customer Service

Analytical Skills

Problem Solving

Stakeholder Management

Data Reporting

Empathy

Time Management

Education

Experience in Banking/Financial Services

Management Experience

Tools

MacOS

Slack

GSuite

Job description

VAIB Team Manager, Evenings, 3.30pm - 8pm (Monday to Friday)

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 ️

Vulnerable Customer Team Manager - Monday to Friday, 3.30pm - 8pm (22.5 hours) Please note that training will be full-time 9am - 5.30pm, Monday to Friday, for 4 weeks.

Our Vulnerability, Accessibility, Inclusion and Bereavements Telephony Team

We have a dedicated team to ensure Monzo understands, considers, and advocates for the needs of all our customers, especially those in difficult circumstances who are most likely to have problems with their money. We offer specialist support and tools designed with that in mind. Find out more about our VAIB Team - https://monzo.com/i/supporting-all-our-customers

We’re looking for an individual with strong Vulnerable Customer experience to join our management team and lead a squad of VAIB Advisers.

As a Team Manager, you'll be responsible for managing the professional development of your team members, providing coaching and support on VAIB tasks, driving performance, guiding individuals through challenging situations, and celebrating successes.

You’ll hold weekly meetings with your team (individually and as a group) to ensure engagement and performance. You’ll also be responsible for collecting feedback and feeding it into operational leadership to improve our processes and tools.

Team Managers are involved in hiring processes and may act as interviewers, helping to shape the team as it grows.

• Manage the personal & professional development of around 15 VAIB Advisers.
• Provide coaching, feedback, and support on VAIB tasks, including call handling and in-app chat.
• Monitor and improve service levels.
• Communicate business changes effectively to keep your team engaged.
• Contribute to maintaining a strong control environment by minimizing breaches and risks.
• Support customers and assist COps with complex decision-making.
• Empower your team to identify opportunities to improve customer experience and ways of working.
• Help your team handle difficult queries and build their knowledge on complex issues.
• Manage performance through feedback and coaching.
• Review the quality of customer interactions to identify improvement areas.
• Ensure the secure handling of sensitive data and documents.
• Motivate your team, especially during periods of high demand.
• Foster an inclusive environment where everyone feels heard.
• Collaborate with other managers to share best practices.
• Gather and communicate team feedback to leadership for continuous improvement.
• Participate in interviewing and hiring decisions.
• Handle employee relations cases in line with Monzo’s values.

We’d love to hear from you if…

• You have experience managing remote Customer Service teams within Banking/Financial Services.
• You can work a permanent shift of Monday to Friday, 3.30pm - 8pm (22.5 hours).
• You demonstrate leadership and team engagement skills.
• Experience within VAIB or Vulnerability support is preferred but not essential; banking/financial services management experience is acceptable.
• You have a good understanding (or willingness to learn) of VAIB Advisers' tasks.
• You are analytical and data-driven in your approach.
• You possess strong data reporting, root cause analysis, and presentation skills.
• You are skilled at problem solving and prioritization.
• You have an empathetic and supportive approach to management.
• You excel in stakeholder management and communication.
• You have experience managing employee relations cases.
• You have a track record of improving team performance from underperformance to high performance.
• You have excellent time management skills, capable of handling conflicting priorities and time-sensitive workloads.
• You are comfortable using MacOS, Slack, and GSuite tools.

Not ticking every box? That’s okay! We value diversity and encourage applicants from all backgrounds, even if you don’t meet every requirement. If you’re passionate about this role and eager to learn, we want to hear from you—apply now!

What’s in it for you

This role is remote.

Note: Training is full-time, Monday to Friday, 9am - 5.30pm, for 4 weeks starting 9th June.

£1,000 annual learning budget for books, courses, and conferences.

We provide Macbooks and support hybrid working from home.

Join an award-winning team with regular social events and team engagement budgets.

The application process includes:

• Application and questions
• Call with a recruiter
• Remote assessment centre
• Competency interview and coaching exercise

For tips on using AI in your application and interview, read our guidelines here.

If you have questions or need adjustments, contact [e-mail]. We value diversity and are committed to inclusive hiring practices.

Apply soon—roles close once enough applications are received.

#LI-REMOTE #LI-NEM

Equal opportunities

We are dedicated to diversity and inclusion, fostering an environment where everyone can thrive. Read more in our Diversity and Inclusion Report and Gender Pay Gap Report.

We consider all applicants regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity, or disability.

If you have a preferred name, please use it in your application. We do not require full or birth names at this stage.

Apply for this job

*

Required fields are indicated with an asterisk.