Evenings Team Manager

🚔 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.

🔑 You’ll play a key role by…

• 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.

👉 Your day-to-day:   

• 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.

🤩 We’d love to hear from you if you’re…

• 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.
• Comfortable working out of hours in a small team, able to maintain high levels of focus and engagement throughout the night

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!

🙌What’s in it for you

💰£30,800 – £37,900 ➕share options.