Team Manager, Financial Health

UK Remote | 💰£30,800 - £35,000 + Benefits | Hear from the team ✨

⭐Our Finhealth team

In our department we're responsible for making sure we support our customers who are in potential or actual financial difficulties. It's our role to assess the customer situation and provide the right level of support for them. This could be supporting them with a lending product they have with Monzo through a repayment plan, offering Breathing Space or it could be through signposting them to a different organisation if their financial difficulties span much wider than just Monzo.

We currently have 3 different areas within our department. These are; Collections where we support all of our customers who are in or potentially in financial difficulties through our In App Chat function.  We also call customers back and deal with some email queries when the customer prefers those channels.  The second area is Recoveries.  This is where we support customers who are much further into the collections journey and have often already defaulted on their lending product.  The final area is our Back Office function where we support customers through our third party processes and partners. We are also in the process of multiskilling our people so they can support customers at any stage of their journey

🔑You’ll play a key role by...

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 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.

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   

• 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
• Would also be to champion and embed change and to be a role model for the team
• Supporting our customers directly when there is a business need

🤩 We’d love to hear from you if…

Have an experience in a team manager role which includes managing HR cases, driving your teams performance and supporting your teams wellbeing and engagement

• You have experience working in the Collections or Debt recovery within Financial or Contact Centre environments is essential
• Experience in coaching and supporting colleagues is essential
• You have an empathetic and developmental leadership style
• You have experience of motivating teams working on ongoing operational work
• You're very hands-on and solve problems when you spot them
• You're comfortable moving fast and in control

🌈 The application journey has 2 key steps

Our interview process involves 2 main stages: 

• Application
• Interview ( Role specific and Values

What’s in it for you:

💰 £30,000 - £35,000 starting salary 

⏰ We offer flexible working hours and trust you 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 here

The closing date for this advert is Monday 31st March 2025 at 5pm.

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, 2022 Diversity and Inclusion Report and 2023 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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