Description:
We are a domain with an FTE over 100, currently made up of 9 Team Managers. Our Complaints function sits alongside our Customer Operations (COps) team to make sure we offer all our customers the best possible service, even when things go wrong. We embed empathy into our complaints process to turn distress into delight, and we're looking for people to join our team who can help us drive this mission forward.
What you'll be working on
- 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 and satisfied, and their issues are fixed quickly and completely. This will involve organising people around you and taking quick action when you see a problem coming – whether it's helping to build scalable processes that are fit for purpose, supporting a training need, or addressing something going wrong.
Your day-to-day
- Captaining a Squad of 8-11 Complaints 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 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
- Communicating business change, while ensuring your team remains fully engaged
- Contributing to the construction and maintenance of a strong control environment by minimising avoidable breaches and risk events.
- Conducting interviews for Complaints advisors and contributing to hiring decisions
- Chairing employee relations cases and making decisions consistent with Monzo's values.