Evenings Team Manager

As the Evenings Team Manager at Monzo, you'll be responsible for leading a team of Customer Operations staff, creating a customer-focused culture, and driving performance on individual and team levels. You'll review customer interactions, coach team members, and implement strategies to improve customer experiences. Your role will also involve supporting your team with complex queries and motivating them during peak times.

To become the Evenings Team Manager at Monzo, a strong background in empathetic management and team performance is essential. Experience in handling difficult conversations and a proactive approach are key. While we value diverse experiences, having a track record of supporting team development and navigating change will be a significant advantage.

Monzo places high importance on team development for the Evenings Team Manager role. You'll have weekly one-on-ones, team meetings, and access to a £1,000 learning budget annually to invest in training, courses, or conferences. This ensures that you and your team have ongoing opportunities for both personal and professional growth, enhancing your skill set and performance.

The Evenings Team Manager at Monzo will work from 5:30 PM to 2 AM, with the requirement to work one weekend day every eight weeks. This role provides a unique opportunity to lead during peak customer interaction times while enjoying a flexible working environment and competitive pay.

Monzo offers a competitive salary ranging from £30,800 to £37,900, plus a £2,503 evening allowance. Additional benefits include flexible working hours, a £1,000 learning budget, share options, and equipment support for remote workers. You’ll find that Monzo is committed to a positive work environment that prioritizes employee development.

Discuss your approach to setting clear performance expectations, conducting regular evaluations, and providing constructive feedback. Highlight the importance of coaching sessions and one-on-ones to foster a culture of continuous improvement.

Prepare to describe a specific scenario where you effectively navigated a tough discussion, focusing on how you remained empathetic while ensuring clarity around performance expectations. Emphasize your listening skills and the outcomes of your conversation.

Talk about your techniques for maintaining high motivation levels such as celebrating small wins, providing regular feedback, and fostering a supportive atmosphere. Consider mentioning ways to encourage team bonding and create a cooperative environment.

Explain your method for identifying areas for improvement, offering tailored coaching sessions, and providing constructive feedback. Share examples of how you’ve successfully guided team members to enhance their customer service skills.

Discuss the core components of a customer-first culture including active listening, empathy, and accountability. Provide examples of how you foster this culture in your team by encouraging collaboration and celebrating customer-centric achievements.

Mention specific metrics such as customer satisfaction scores, response times, and service level agreements (SLAs). Explain how analyzing these metrics can guide you in making informed decisions to improve both individual and team performance.

Talk about the importance of clear communication and involving the team in the change process. Provide insights on how you motivate team members during transitions and help them understand the benefits of adapting to new ways of working.

Prepare a specific example where you identified an inefficiency and implemented a solution that positively impacted team performance. Focus on the steps you took and how you involved the team in this process.

Highlight how data analysis helps you identify trends, performance gaps, and areas for improvement in your team's operations. Discuss your experience using data to drive decisions that enhance the overall customer experience.

In your response, align your personal values with Monzo’s mission of making money work for everyone. Emphasize relevant experiences and strengths that demonstrate your ability to lead and inspire a team while being customer-focused.