Customer Service Adviser, Personal Banking (part-time)

Remote youre welcome to work from home full time however there is also space for you at our Cardiff office should you wish to work from there. Unfortunately you will not be allowed to work from our London office as we are not set up for confidential customer calls.

(pro rata to FTE 0.6 () depending on experience and interview performance (27250 (pro rata to FTE 0.6 (16350)) minimum starting salary if based in Greater London) Benefits

22.5 hours per week including Bank Holidays on a rotational basis covering 3:30pm 8pm Monday to Friday with every other week working a Saturday (with one weekday evening off). This is an example pattern below:

• Week 1: Monday to Friday 3:30pm 8pm
• Week 2: Monday to Wednesday Friday & Saturday 3:30pm 8pm

Please note you may be required to work bank holidays including Christmas Day Boxing Day and New Years Day.

*The start date for this role is July 21st. You need to be available for the first 14 weeks of remote training however we can usually accomodate some time off during this period.

Whats 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

Optional Health Insurance

Learning budget of 1000 a year for books training courses and conferences to focus on your personal development

What youll be working on

Our Customer Operations (COps) are all about Customer Experience. Our mission is to Make Money Work For Everyone and youll be part of a team thats here to make sure that customers want to tell friends family and social media followers about the great experience they had with their bank.

• Youll be our customers first point of contact and your mission will be to make sure that they feel confident that their issue is resolved with little to no fuss. We get a wide range of calls from customers whether theyve lost their card need some help getting into our app or theyre looking for support with their gambling spend. Youll know when to be empathetic when to build rapport and most importantly when to do whats right for them.
• Youll also make sure that in instances where customers need to be helped by someone with a different skill set that they get to the right place quickly to have their issues resolved quickly.
• Youll also have transferable skills that will mean youre able to help other areas of the business if and when needed during peak times.
• We dont expect you to know everything right now dont worry! Youll go through training as part of your onboarding plan as well as get continuous coaching and support from your Team Manager and excellent peers.

What are we looking for in our team

To join our amazing team you need to be 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. Were 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:

• Passionate about providing industryleading customer experience and pushing the bar higher at every opportunity
• A great communicator this means being empathetic when you need to be listening well and responding clearly and concisely to customer queries
• Resilient we deal with peoples money its an emotive subject and sometimes our calls can be tough
• Good understanding of regulatory requirements like making sure youre speaking to the right person before taking action or when we should raise a complaint for customers
• Context switching we work a range of tasks and one minute you might be speaking to a customer over the phone and the next replying to an in app chat or Social media post all of these require different skills
• Great at learning new skills and inquisitive enough to ask questions to understand more about things that you need to know
• Excellent at balancing giving the customer as much of your time as they need whilst knowing when to be efficient
• Tech literate but dont worry you dont have to know how to code or the difference between RAM and ROM you just need to be able to use a laptop and pick up the systems that we use

Some things that are essential

Youre 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 cant offer sponsorship for this role.

You have to be fully available to work for your first 7 weeks of training

For working from home youll need a safe private and distractionfree 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

Equipment

Well provide you with a Macbook laptop on your first day. Theres 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:

Application

A brief 2030 minute chat with someone in our hiring team. Occasionally due to capacity/ timeframes you will not do this stage.

A 1h interview that will take place via video call.

We usually wrap up the whole process within four weeks
Our recruitment team will keep in touch but if you have any questions you can reach them on

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

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