We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ️

Our Customer Operations (COps) are all about Customer Experience. Our mission is to “Make Money Work For Everyone” and you’ll lead a team that's here to make sure that customers want to tell friends, family and social media followers about the great experience they had with their bank.

• Leading and empowering your team to deliver a human, customer-focused service - helping people make money work for them, and solving problems that are in the way of that.
• Coaching and developing your team to reach their full potential - thinking big, starting small, and owning every step of the journey.
• Create and maintain a strong customer-first culture, keeping the team focused on what matters most—helping customers navigate their personal finances.
• Lead, coach, and support your team to achieve their personal, professional, and performance goals.
• Drive performance at both individual and team levels, ensuring we meet customer demand with the right level of service.
• Review the quality of your team’s customer interactions, identifying opportunities for improvement both individually and structurally.
• Hold regular feedback and development sessions, including weekly one-to-ones and team meetings.
• Support your team with complex queries, providing clear explanations, demonstrations, and motivation to help them excel.
• Encourage others to identify opportunities to improve the customer experience and enhance Monzo’s ways of working.
• Use data to spot trends and address performance gaps, making informed decisions to drive improvement.
• Guide your team through business changes, ensuring clarity and alignment within your area.
• Keep your team motivated and engaged, even during periods of high demand, as we continue to grow.
• Interviewing for new members of your team, ensuring every candidate receives a world class experience
• Experienced in providing thoughtful, empathetic management, supporting individuals while driving performance.
• Passionate about developing people and managing performance effectively.
• Understanding of business needs and the role we play in meeting service delivery obligations.
• Skilled at providing direction and motivation, navigating change, and driving a clear vision forward, even in ambiguous or changing situations.
• Confident in handling difficult conversations, including absence and wellbeing management.
• A proactive self-starter who takes initiative and stays curious.
• Hands-on and solutions-focused, able to spot and resolve problems while adapting to shifting priorities.

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 thats listed just yet. Drop us your application, we’d love to hear from you!

Our working hours follow a shift rotation, Monday to Friday between 8am and 8pm. This will include 1 full weekend day every 8 weeks.

The application journey has 3 key steps

• Application
• 20 minute recruiter call
• Final stage with an Operations Manager and a Team Manager

What’s in it for you

£1,000 learning budget each year to use on books, training courses and conferences.

We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to sambrewington@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 only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

If you're successful in applying for this role, we'll work with you to find a start date. In some cases, there might be a delay in when you can be released from your current role so that we can make sure things continue to run smoothly. We’ll be sure to communicate this with you and keep you updated.

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by 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 , 2024 Diversity and Inclusion Report and 2024 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.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage

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A US Person is defined as someone who:

• was born in the United States (US)
• has at least 1 parent who was born in the US
• is a naturalised citizen of the US
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Please confirm you are happy with the shift patterns - Our working hours follow a shift rotation, Monday to Friday between 8am and 8pm. This will include 1 full weekend day every 8 weeks. * Select...

1.) What will you do in the first three months in this role with a brand new team to set you and them up for success? *

2.) How will you make sure your team are highly engaged and love what they do? *

3.) Tell us what industry leading Customer Experience looks like to you, and how would your team reflect that? *

Please confirm your notice period and salary expectations. *

Identity survey

Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow.

Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is:

• Voluntary . And we've included a "prefer not to say" option for every question. It'd be helpful if you still fill out the survey even if you choose "prefer not to say" for every question, as it's useful for us to understand & record this. We won't know if you choose to fill this survey in or not.
• Anonymous to Monzo . We can't tie your responses to you and they won't make a difference to the outcome of your application. We'll only use grouped responses for equal opportunities monitoring in our hiring process.

By filling out this survey, you agree that we can use your responses for the purposes we've mentioned above. You are not letting us know if we need to make any adjustments to the hiring process because of disability or neurodiversity - to do this please email us.

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By checking this box, I consent to Monzo collecting, storing, and processing my responses to the demographic data surveys above.