Team Manager, Core Support
Team Manager, Core Support
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Job Description
Were on a mission to make money work for everyone.
Were 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 andcombine 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!
Were not about selling products - we want to solve problems and change lives through Monzo
UK Remote 32200- 40925 Benefits
Our Core Support team
Our Customer Operations (COps) are all about Customer Experience. Our mission is to Make Money Work For Everyone and youll lead 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 play a key role by...
- Leading and empowering your team to deliver a human customer-focused service - helping people make money work for them and solving problems that are in the way of that.
- Coaching and developing your team to reach their full potential - thinking big starting small and owning every step of the journey.
Your day-to-day:
- Create and maintain a strong customer-first culture keeping the team focused on what matters mosthelping customers navigate their personal finances.
- Lead coach and support your team to achieve their personal professional and performance goals.
- Drive performance at both individual and team levels ensuring we meet customer demand with the right level of service.
- Review the quality of your teams customer interactions identifying opportunities for improvement both individually and structurally.
- Hold regular feedback and development sessions including weekly one-to-ones and team meetings.
- Support your team with complex queries providing clear explanations demonstrations and motivation to help them excel.
- Encourage others to identify opportunities to improve the customer experience and enhance Monzos ways of working.
- Use data to spot trends and address performance gaps making informed decisions to drive improvement.
- Guide your team through business changes ensuring clarity and alignment within your area.
- Keep your team motivated and engaged even during periods of high demand as we continue to grow.
- Interviewing for new members of your team ensuring every candidate receives a world class experience
Wed love to hear from you if youre
- Experienced in providing thoughtful empathetic management supporting individuals while driving performance.
- Passionate about developing people and managing performance effectively.
- Understanding of business needs and the role we play in meeting service delivery obligations.
- Skilled at providing direction and motivation navigating change and driving a clear vision forward even in ambiguous or changing situations.
- Confident in handling difficult conversations including absence and wellbeing management.
- A proactive self-starter who takes initiative and stays curious.
- Hands-on and solutions-focused able to spot and resolve problems while adapting to shifting priorities.
Not ticking every box Thats totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo were dedicated to creating a diverse and welcoming team. If youre passionate about this role and keen to learn and grow with us we encourage you to apply even if you dont have everything thats listed just yet. Drop us your application wed love to hear from you!
Our working hours follow a shift rotation Monday to Friday between 8am and 8pm. This will include 1 full weekend day every 8 weeks.
The application journey has 3 key steps
- Application
- 20 minute recruiter call
- Final stage with an Operations Manager and a Team Manager
Whats in it for you
32200- 40925 share options.
1000 learning budget each year to use on books training courses and conferences.
We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.
Plus lots more! Read our full list of benefits.
Youll hear from us throughout the application process but if youve got any questions please reach out to You can also use this email address to let us know if theres anything we can do to make the process easier for you because of disability neurodiversity or anything else.
Well 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 dont miss out.
If youre successful in applying for this role well work with you to find a start some cases there might be a delay in when you can be released from your current role so that we can make sure things continue to run smoothly. Well be sure to communicate this with you and keep you updated.
Equal opportunities for everyone
Diversity and inclusion are a priority for us and were making sure we have lots of support for all of our people to grow at Monzo. At Monzo were 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.
Were 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 dont need full or birth names at application stage
Required Experience:
Manager
Employment Type
Full Time
