Complaints and Disputes Learning Lead, Customer

2 weeks ago

Cardiff, Cardiff, United Kingdom Monzo Full time
UK Remote OR Cardiff | Salary range starts at £45,000 with scope to increase depending on experience + Benefits |

About us:

This isn't banking as you know it — we are fast, agile and expect you to take ownership. We're focused on our end goal of helping a billion customers across the world manage their money. Today we have over 7 million amazing customers, we've done this with a small, talented team, but we're growing. Fast.

One of our (many) next key missions is to evolve what we've built so far into a profitable, sustainable business.


About this opportunity:


We're looking for a motivational, learning and development specialist to lead our Complaints and Disputes Customer Operations onboarding and ongoing learning at Monzo.

Customer Service Operations is now a 1500+ strong team, operating across 2 different sites and with many working remotely


We'd love someone with strong Complaints knowledge to help drive forward learning solutions in this area and they should come poised with a passion to learn more about Disputes to then spearhead learning in this area too.


What you'll be working on:


You'll lead a small team of trainers as well as developing and maintaining the onboarding and ongoing learning requirements, curriculums and learning materials for our Customer Operations People (COps) within Complaints and Disputes.


In this role you'll work closely with the Customer Operations leadership team, our People team, Hiring and Workforce Management who forecast and produce the schedules for our customer service staff (COps).


It's a busy fast paced role, we're hiring a lot of COps and we have lots of exciting changes coming up.

You'll need to be comfortable readjusting plans when things change often. Our training approach and digital learning journeys are at an early stage.

You'll be able to use your experience of different learning methodologies, techniques, tools and practices to make sure our training is the most effective it can be.

You'll also be able to shape our ongoing training programme for COps after their onboarding journey and throughout their career as a COp.


Your day-to-day

  • Laying out the learning strategy for your Complaints and Disputes breaking this down into a deliverable roadmap
  • Running and supporting learning & development projects
  • Designing training curriculums, defining learning requirements as well as designing and delivering skills and role training
  • Planning training cohorts, working closely with the rest of the Training team, Hiring, Workforce Management, our Team Leaders (they're called Squad Captains at Monzo) and TechOps to make sure everything runs smoothly. You'll have effective contingency plans in place just in case there are any hiccups
  • Linking directly with the Complaints and Disputes Senior Manager to ensure learning and development is proactive and supportive. Working as a consultant and offering insights and recommendations to drive learning solutions forward
  • Building and maintaining effective assessments to evaluate the learner performance, skills and knowledge
  • Monitoring and reporting on training performance and using data to drive continuous improvements
  • Running and testing our controls for example controls that make sure training is up to date, meets the needs of the audience and we have robust record keeping (attendance/pass rates, version control, etc.)
  • Have experience planning onboarding cohorts in a fast scaling environment, with lots of experience designing and delivering contact centre training within your specialist discipline
  • Have experience identifying and documenting learning requirements and designing and building training curriculums in a regulated firm
  • Have previously led teams of trainers and have great communication skills
  • Are comfortable analysing data, spotting trends and producing graphs and charts
  • Are happy being handson and take satisfaction in supporting colleagues, projects or tasks however big or small
  • Thrive in a fast paced environment with high volume onboarding and lots of change
  • Are excited by what we're doing at Monzo

It would be great if you also:

  • Have a background in the financial services industry
  • Have experience designing and working with digital learning platforms, a lot of our customer service staff (COps) work remotely so digital learning is key
  • Have learning and development experience in a remote working setting

The Interview Process:

Our interview process involves 3 main stages:

  • Short call with a Monzo Recruiter
  • Short videocall with the Hiring manager
  • 2 x Competencybased interviews (one of which focuses on the technical skills for the role, with the other session focussing on stakeholder management skills and alignment to Monzo values and ways of working)

What's in it for you:

Salary range starts at £45,000 with scope to increase depending on experience (optional depending on team) plus stock options & benefits

This role can be distributed

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