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

Monzo; United States; Remote; GBP 32,000 - 35,000; Full time

Job summary

An innovative company is seeking a Vulnerable Customer Team Manager to lead a dedicated squad focused on providing exceptional support to customers in challenging situations. This role involves managing team performance, coaching, and ensuring the delivery of high-quality service. With a commitment to diversity and inclusion, the company fosters an engaging environment where every team member's voice is heard. If you have a passion for helping others and experience in financial services, this is a fantastic opportunity to make a real difference.

Benefits

£1,000 learning budget

MacBook for remote work

Regular social events

Employee engagement budget

Qualifications

• Experience managing remote Customer Service Advisers.
• Strong understanding of Vulnerability and Accessibility principles.

Responsibilities

• Manage the development of 15 VAIB Telephony Advisers.
• Monitor service levels and improve team performance.

Skills

Team Management

Customer Service

Empathy

Analytical Skills

Problem Solving

Stakeholder Management

Education

Experience in Banking/Financial Services

Tools

MacOS

Slack

GSuite

Job description

We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well aspersonal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

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 ️

Hear from our UK team about what it's like working at Monzo

Remote | pro rata of £32,200 - £35,000 (0.6 FTE) + Benefits | Hear from the team

Vulnerable Customer Team Manager - Monday to Sunday 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 make sure 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 Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team - https://monzo.com/i/supporting-all-our-customers

You’ll play a key role by…

We’re looking for an individual with strong Vulnerable Customer experience to join our Management team and lead a squad ofVAIB 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 exceptional individual and collective performance, guiding individuals through challenging situations, and celebrating their successes.

You’ll hold weekly meetings with your team members (both individually and together as a team) to ensure everyone is informed, engaged, and performing at work. You’ll also be responsible for aggregating the feedback that your team provides in these meetings and feeding it into operational leadership to ensure we continue to improve on our processes and tooling.

Team Managers are also heavily involved in our hiring processes, and regularly act as interviewers - so you may also have the opportunity to help shape the team as it continues to grow.

Your day-to-day

• Managing the personal & professional development of around 15 VAIB Telephony Advisers.
• Providing coaching, feedback, and support to your team on VAIB tasks, predominantly supporting calls handling as well as our in-app chat.
• Monitoring and improving service levels for the work completed by your team.
• Clearly communicating business change, ensuring your team remains fully engaged.
• Contributing to the construction and maintenance of a strong control environment by minimising avoidable breaches and risk events.
• Speaking with customers and supporting COps with complex decisioning when necessary.
• 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.
• Managing performance by giving sometimes difficult feedback and helping your team members to improve and learn.
• Regularly reviewing the quality of your team’s customer interactions to identify areas of potential improvement, both individually and structurally.
• Ensuring the secure storage and maintenance of sensitive personal data and performance related documents for reports.
• Motivating your Team – we're growing fast and need to make sure COps stay engaged during challenging periods of demand.
• Ensuring everyone in your Team feels they have a voice.
• Working closely with other Team Managers to ensure that best practice is shared.
• Aggregate the feedback from your Team into the Domain and wider COps leadership, to ensure we continue to improve on our processes and tooling.
• Conducting interviews for VAIB Advisers and TMs and contributing to hiring decisions.
• Chairing employee relations cases and making decisions consistent with Monzo’s values.

We’d love to hear from you if…

• You have experience of managing a team of remote Customer Service Advisers, within Banking/Financial Services
• You can work a permanent shift of Monday to Friday, 3.30pm - 8pm (22.5 hours)
• Leadership and have the ability to lead others in team success and engagement.
• Experience within the VAIB team or experience working in Vulnerability is preferred, but we will consider Team Managers within Banking/Financial Services
• You have a excellent and solid understanding (or willingness to learn) the VAIB Advisers role with a knowledge of the tasks that are involved.
• You're analytical and can confidently create a narrative with data.
• Strong data collation/reporting/presentation & root cause analysis.
• Great at problem solving and prioritising work items.
• Empathetic and supportive approach to people management.
• Excellent stakeholder management and communication skills.
• Experience in managing employee relations cases.
• Experience of taking individuals and teams from a position of underperformance to high performance.
• You have great time management skills, experience of managing conflicting priorities and prioritising time sensitive workloads.
• You're able to become fluent with MacOs, Slack and GSuite tools.

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

What’s in it for you

This role is remote

Please note that training is full time Monday to Friday 9am - 5.30pm for 4 weeks from 9th June

£1,000 learning budget each year to use on books, training courses and conferences.

We will set you up to work from home for hybrid working; all employees are given Macbooks.

Being part of a multiple award winning team and in a very close knit office environment.

Regular social events as well as your own budget to spend on keeping your teams engaged and happy.

Plus lots more! Read our full list of benefits.

The application journey has 3 key steps

• Application and completion of application questions
• A call with a recruiter
• A remote assessment centre
• Competency-based interview and Coaching Exercise

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 [e-mail]. 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 close this role once we feel 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-REMOTE #LI-NEM

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, 2023 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