Monzo Bank

Operations Manager, Telecoms

Monzo Bank

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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Salary

💰 £47,600 - £64,400 per year

Job Level

Junior

About the role

  • Drive customer excellence through proactive team leadership, data-backed coaching, and a culture of continuous improvement which delivers high performance levels.
  • Act as a subject matter expert, supporting your team and coaching them to be the best they can be.
  • Ensure all customer support activities comply with relevant regulations and standards. Promote a culture of compliance and risk management within the team to enhance operational integrity and quality.
  • Be motivated to continually improve the service your team is providing to improve customer satisfaction and drive down complaint volumes.
  • Operate as a bridge between customer support and the product team, to ensure customer feedback is being taken onboard.

Requirements

  • Have significant experience in customer support for a MNO, MVNO or telecoms provider (preferably mobile, but fixed line is ok too)
  • Are excited by building and scaling an operations function from scratch to serve millions of people.
  • Deliver best in class customer experience and quality outcomes, using data to inform decisions on where to lean in.
  • Have experience coaching and developing a team of support agents.
  • Enjoy 'getting things done' and achieving tangible outcomes.
  • Are willing to lead by example and regularly speak to customers yourself.
  • Thrive in ambiguity, ask incisive questions, and take a structured approach to data led problem solving.
  • Have experience working with both in house and outsourced customer support teams.
  • Are analytical in developing scalable operational strategies.
  • Pride yourself on strong attention to detail.
  • Work collaboratively with people at all levels and across functions and cultures.
  • Have experience working for or with financial services companies, fintech or banks.
  • Ability to thrive in a dynamic, fast-paced environment, adeptly navigating change and ambiguity with agility and resilience.
Benefits
  • £1,000 learning budget each year to use on books, training courses and conferences.
  • Flexible working hours and trust to work enough hours to do the job well.
  • 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.
  • Share Options
  • Plus lots more! Read our full list of benefits.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportdata analysiscoachingoperational strategiescompliancerisk managementproblem solvingattention to detailteam developmentcustomer experience
Soft Skills
leadershipcommunicationcollaborationadaptabilityresiliencemotivationcontinuous improvementcustomer focusanalytical thinkinginitiative