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Customer Service
Team Manager, Financial Health
@Monzo
[Hiring] Team Manager, Financial Health @Monzo
Mar 21, 2025 - Monzo is hiring a remote Team Manager, Financial Health. 💸 Salary: £30,800 - £35,000 + benefits. 📍Location: UK.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
As a Team Manager, you have two main focuses:
- Helping each member of your team with their personal and professional development, listening to them, guiding them through hard times and celebrating their successes.
- Making sure our customers are happy, satisfied, and their issues are fixed quickly and completely.
This role can be done by someone who is Distributed or based in the Cardiff Office. You will work Monday to Friday, with some weekend work based on business needs. Shifts will mainly be between 8am-8pm, on a rotational basis.
Your day-to-day responsibilities include:
- Managing a Squad of 10-12 COps (although this may sometimes stretch up to 15 as we’re growing so quickly), by holding weekly meetings with your Squad members - as individuals and as a group.
- Instilling a strong customer-centric culture and making sure everyone stays focused on what really matters: helping our customers with their financial lives.
- Coaching and supporting your team to achieve their personal, professional and performance goals.
- 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 Squad 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 Squad – we're growing fast and need to make sure COps stay engaged during challenging periods of demand.
- Ensuring everyone in your Squad feels they have a voice.
- Working closely with other Squad Captains to ensure that best practice is shared.
- Aggregate the feedback from your Squad into the Domain and wider COps leadership, to ensure we continue to improve on our processes and tooling.
- Championing and embedding change and being a role model for the team.
- Supporting our customers directly when there is a business need.
Qualifications
- Experience in a team manager role which includes managing HR cases, driving your team's performance and supporting your team's wellbeing and engagement.
- Experience working in the Collections or Debt recovery within Financial or Contact Centre environments is essential.
- Experience in coaching and supporting colleagues is essential.
- Empathetic and developmental leadership style.
- Experience of motivating teams working on ongoing operational work.
- Hands-on approach to solving problems when you spot them.
- Comfortable moving fast and in control.
Requirements
The application journey has 2 key steps:
- Application
- Interview (Role specific and Values)
Benefits
- £30,000 - £35,000 starting salary.
- Flexible working hours and trust to work enough hours to do your job well, at times that suit you and your team.
- Only 1 weekend working day in an 8 week period.
- Learning budget of £1,000 a year for books, training courses and conferences.
- And much more, see our full list of benefits.
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| 📍 | Be aware of the location restriction for this remote position: UK |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
£30,800 - £35,000 + benefits
|
Remote
Location
UK
|
|
Job Type
full-time
|
Posted
Mar 21, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: UK |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
