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

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 of VAIB 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 ninaebanksmetcalfe@monzo.com. 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.

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