Colleague Care Advocate

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

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

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. 

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 ❤️

Hear from our UK team about what it's like working at Monzo ✨

UK Remote | 💰£40,400 - £51,050 + Benefits | Hear from the team ✨

⭐ The role

The Colleague Care Advocate exists to provide immediate and ongoing support to COps (Customer Operations Advisers) who have experienced difficult or emotionally triggering interactions with vulnerable customers. They are responsible for delivering empathetic guidance, tools, and resources to help COps maintain their wellbeing and resilience in a high-pressure environment.

This role is essential for fostering a culture of care and resilience within the Specialist Services team. Helping COps thrive while delivering exceptional service to customers, even in challenging circumstances.

🔑 You’ll play a key role by…

Immediate Support

• Offering immediate debriefs following challenging calls or chats involving vulnerable customers.
• Providing a safe and non-judgmental space for COps to express their emotions and concerns.
• Providing emotional Wellbeing Advocacy: Act as a point of contact for COps experiencing stress or emotional difficulty in relation to the work they are undertaking.
• Identifying signs of impacted wellbeing and escalate appropriately to People & Wellbeing teams.
• Creating, sharing and engaging colleagues in emotional resilience techniques and best practice to empower them to support their own wellbeing.
• Proposing and implementing initiatives and strategies to support COps and improve resilience 

Guidance and Tools

• Sharing practical strategies for managing emotional after-effects of distressing interactions.
• Providing access to relevant wellbeing resources such as counselling services or mindfulness tools.
• Assisting in creating personalised coping strategies for advisors, as needed

Training and awareness

• Delivering workshops or informal sessions on managing the impact of challenging customer interactions.
• Collaborating with Learning & Development teams to incorporate wellbeing practices into COps training.

Proactive Outreach

• Regularly checking in with COps identified as needing additional support and liaise with Team Managers to understand prioritisation and responsibly for support
• Encouraging open conversations around mental health and wellbeing and the sharing of support tools.

Reporting and Insights

• In partnership with the People Partner, People Advisors and Senior Leadership monitoring trends in advisor wellbeing concerns and report insights to leadership.
• Providing recommendations for process and guidance improvements to better support colleagues.

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

• Strong communications skills and be able to deliver messages in line with our values and ensure message has landed with clarity
• Values driven approach in line with Monzo’s core values
• Empathy and Active Listening:  Ability to provide a supportive and compassionate environment for colleagues
• Emotional Intelligence: Skilled in understanding and managing emotions in themselves and others.
• Resilience: Ability to maintain calm and offer stability during heightened and emotional situations. 
• Problem-Solving: Capable of providing tailored advice and coping strategies to colleagues.
• Previous experience in a contact centre or customer service environment.
• Experience in mental health first aid, wellbeing support, or coaching is highly desirable.
• Knowledge of working with vulnerable customer scenarios is advantageous.
• Experience in designing and working with tools and techniques to support emotional wellbeing.
• Ability to work well independently & work collaboratively as part of a team
• Skills in planning and organisation with the ability to re-prioritise workload and be able to effectively deal with change at short notice 

💫 Success in this role would look like…

• Positive feedback from COps as a result of receiving the right level of care and support
• COps absence and attrition tracking within targeted levels for the area
• COps having an increased awareness and use of wellbeing tools and resources
• Timely identification and escalation of wellbeing concerns
• Increased Peakon engagement and health and wellbeing scores

🙌 What’s in it for you

💰£40,400 - £51,050 ➕ share options.

⏰We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team. 

📚£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. 

➕ Plus lots more! Read our full list of benefits.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to hiring@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.

#LI-REMOTE #LI-OH

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 😊