For Monzo chat, we have dedicated channels all dependant on the context of the chat, for example, if a COp has a general query about a chat they’ve had with a customer, we can escalate it to this channel to get help from Monzonauts from across the business
This is also the same for customer ideas/feedbacks and so on!
For internal use, we have a bunch of channels for everyday COp (and Non-COp) life, for example, we have a channel called COps-Queries, which lets us COps ask the more experienced monzonauts for advice and guidance!
We also have channels such as dogs (where we post pictures of our good boys), welcometomonzo (where everyone greets new starters!) and as mentioned above, bucket of crabs (which is a channel where if a monzonaut gets added to, it’s impossible to leave! hence the name!)
So “doughnutted” is a process we use to “discipline” monzonauts who’ve left their computer without locking their screen
If a monzonaut has left their screen unlocked, we’ll type a message from their computer screen to a slack channel (called Doughnuts), and that monzonaut now has to buy doughnuts for their entire team!
Just to be clear, no customer data is readily available when this happens (the office is secured anyway), it’s more to just break the habit of leaving our computers unlocked!
I’ve has a stupid ongoing issue for 3+ months now , and last message from the team was 2.5 weeks ago , and the chat keeps closing and I have start a new one every couple of days just to keep it active, which is really frustrating and off putting, the issue isn’t closed so the chat shouldn’t either
Thanks but whenever I ask to reopen the chat they tell me they sent a message to that team and thanks for my patience, the last time was today so no point in someone else sending them a message.
But my point was about chats auto closing when the issue has been escalated and waiting for someone to get back to them.
There isn’t an option to prevent the chat from closing (as far as I’m aware), but usually, once we’ve escalated something, it should never close until a fix has been put in place or if the information required has been given, which is why I’m quite surprised by your issue.
When COps “pause” a chat, it simly puts the chat in a “waiting” queue, which means if it hasn’t been escalated, the chat will stay active for 48 hours and close automatically, unless a customer or a COp responds.
Were you in a customer facing role previously and if so how does Monzo differ in their approach (for better or worse) and are there things you’d change at Monzo if you had the opportunity to do so (in terms of your role)?
I have been in customer service roles in the past and in terms of how Monzo differs to those, you get a lot more tools at your disposal here.
For example, as a COp, we can pretty much do 99% of the things customers want, there’s no need for escalations or to pass to another department unless there’s a specific reason for it, or if the COp isn’t sure what to do
At this point, I wouldn’t change anything about Monzo! It’s genuinely a lovely place to work for, and has lots of support for both staff and customers!
For example, mental well-being here is really important and Monzo do everything they can to make sure that those who need an extra hand with support, they get it☺️
You’ll find a lot of information by following the thread that @Ordog mentioned
But, I can try to answer a few of those questions here for you
Are Monzo a disabled-friendly employer? Absolutely
What is the holiday allowence? I’m still fairly new so I’m not 100% sure on this but I do know that it’s very generous!
Are there’s progression opportunities for remote customer service? for example team leader etc?Absolutely! Monzo encourages this!
How do supervisors/team leaders communicate with staff if you need to ask questions or get clarifications?Amazingly well! Monzo encourages open discussion and transparency, no question is too silly! If you’re remote based, we use Slack or Google hangout
How can you be aware of KPIs?We have a dedicated website showing all of stats
Are there any specific targets?There are, but these are realistic
What would you say the biggest challenges have been for you personally in the role?Adjusting to the
lifestyle and culture of a “start-up”! It’s an incredible feeling!
What is the work/life balance like?Probably the best around! After probation (and it it’s okay with your squad captain/manager), you can choose where to from! i.e from home!
What are the perks of the job?Too many to list here, but my favourite perk is free food!
I’ve removed some questions as I’m not 100% confident with answering them, I don’t want to give you the wrong information!
We try to stick with the tone of voice from Monzo and we like to make things clearer and appear friendly, we’ll try to only use emoji’s when they’re relevant to the context of the chat
