Customer Service Adviser London, England
Job description
Remote | £23,000 (£25,000 if based in Greater London) + Benefits
About us:
We're here to make money work for everyone and we're doing things differently. For too long, banking has been complicated and confusing. We want to change that and build a bank with everyone, for everyone. We want to make the world a better place and change people's lives through Monzo.
What will you be doing day-to-day?
Customer Operations are the heart of Monzo ❤️ and every Customer Service Adviser has the power to solve problems quickly and with minimal fuss. You'll be our customers first point of call and provide support by being honest and transparent with our customers through either calls or our in-app chat. You'll spot patterns and identify potentially vulnerable customers as well as financial crime, referring customers to specialised areas where needed! We'll give you all the tools and training you need so you know exactly how payment systems actually work, and you'll listen to customers' concerns with positivity, empathy and patience. Then you'll fix whatever the problem is and stop it from happening again.
✅ Who we're looking for:
- Experience working in a similar role servicing customers through calls and/or chat based contact centre environment before
- Care deeply about delighting our customers
- Are able to multitask activities as well as technical systems
- Are great at verbally explaining things to people and have flawless written English
- 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).
The application process
- Please allow 1-2 hours to complete this application.
- ️TOP TIP! What are we looking for in your application?
- A high level of attention-to-detail in your written communication, which is important in the COps role.
- Analytical problem solving skills to help get the customer to a logical solution in the scenario based questions, whilst being customer centric and empathetic.
- Once you've submitted your application questions, we'll review along with your CV (there is no need to submit a Cover Letter, please use this time to answer the application questions instead).
- If you're successful, we'll invite you to one of our remote assessment days, where you'll have some one-on-one interviews, and participate in a Group Exercise via Google Hangout.
- If all goes well, you'll join our growing team on a mission to make money work for everyone!
Your working life and shift requirements ️
You'll spend 5 days per week for your first three weeks in training (Monday-Friday) between 09:00-18:00. This is all done remotely.
You will get paid £23,000 (£25,000 if you are based in Greater London) and a huge range of benefits. All Monzo team members get share options as part of their package.
You'll be working remotely on an 'open availability' contract basis, to make sure we're always here to help and allow 24/7 customer telephony support, meaning your shift pattern will change on a weekly basis.
To make sure we have enough cover on weekends, you'll work some other weekend days and get days off in the same working week. All of our full time COps are guaranteed 1 full weekend off each month.
You will be flexed to work in different areas in COps to meet the business and customer needs.
To work remotely you'll also need:
- To work from home in the UK in a safe, private and distraction free environment
- A solid internet connection (download speed - 10mbps; upload speed - 3 mbps)
Equipment:
- We'll provide you with a Macbook laptop on your first day. There's no need to supply your own.
- You do need to own your own smartphone, this will be needed each time you log into our customer support system.
Questions about this role or application process? Head over to our careers page to read our FAQs (www.monzo.com/careers) or email us if we need to make any adjustments to the application process because of disability or neurodiversity.
Diversity and inclusion are a priority for us at Monzo – if we want to solve problems for people around the world, our team has to represent our customers. So we need to attract the best talent in the world, and create an environment that supports and includes them. You can read more about diversity and inclusion on our blog.
Equal Opportunity Statement
We are actively creating an equitable environment for every Monzonaut to thrive.
Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and 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, 2021 Diversity and Inclusion Report and 2021 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.
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