Call Center Sales Representative
OneTouch Direct
Team Manager, Core Support
Monzo Bank
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £32,200 - £40,925 per year
Job Level
Mid-LevelSenior
About the role
- Lead and empower 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.
- Coach and develop your team to reach their full potential; support personal, professional, and performance goals.
- Create and maintain a strong customer-first culture, keeping the team focused on helping customers navigate their personal finances.
- 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 and identify opportunities for improvement.
- 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.
- 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.
- Interview for new members of your team, ensuring every candidate receives a world class experience.
- Work hours follow a shift rotation, Monday to Friday between 8am and 8pm; includes 1 full weekend day every 8 weeks.
Requirements
- Experienced in providing thoughtful, empathetic management
- 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
- 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
- Able to work shift rotation Monday to Friday between 8am and 8pm, including 1 full weekend day every 8 weeks
Benefits
- £32,200- £40,925 ➕share options.
- £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.
- For fully remote workers we will provide extra support for your work-from-home setup.
- Plus lots more; read our full list of benefits.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
empathetic managementdeveloping peoplemanaging performanceproviding directionmotivating teamsnavigating changehandling difficult conversationsproblem-solvingadaptabilityself-starter
