Not to be afraid about anything. Monzo are an incredibly supportive company, and the banking industry as a whole can be quite intimidating but Monzo made me feel a lot better about it
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With all due respect, I’m responding to it right here. We don’t shy away from the issues and we know there’s still work to be done.
The majority of the chats I deal with on a daily basis are resolved quickly, without delays and to the satisfaction of our customers. There are occasions when we have to look into something in more detail and this might need the input of different teams, including engineers and operations.
Obviously it isn’t ideal that you’ve been waiting that long, and I’m sorry for that. In the meantime, your best option if you need support with a different issue is to give us a call or email us 
Now - back to the topic at hand.
What do you most look forward to when you start work on a morning?
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I’m not trying to say you’re shying away from it at all. It just seems like it is a big issue, one that completelt takes over the forums most of the time. It’s also an issue that would never of been an issue with the old chat system. I do think that it’s getting to a point where Monzo, as a company need to release a statement about how they’re addressing the support issues. at least 9/10 complaints that I see about Monzo whether they’re on the forums or elsewhere online is support.
Monzo switched to a new system that they said was better, It may be better from a staff point of view but certainly not a customer one. It seems to lack any iterations at all and it feels as though we went backwards.
I only say this because I think it’s a massive shame as it paints the COps in a bad light, but I’ve never experienced a single issue with a COp just the procedures they have to follow.
Anyway, thank you for taking the time to respond, it is much appreciated. 
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@cwtch Do you have regular get togethers within each team whether in person or online via skype etc to ensure you’re all on the same page? Share any tips or tricks you’ve all learned? Make you feel more like a team?
I agree, but maybe not for the reason you do 
They were totally overwhelmed while still using the old chat system this time last year with a third of the number of customers - it might not be an issue now because it had totally collapsed!
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For what it’s worth, I know this general topic has been discussed recently at a board level. Whether or not we’re planning to address this publicly or not is something I don’t know at this point, but it’s definitely a metric we keep a close eye on.
Anything more in-depth than that is unfortunately far above my own pay grade but… the people whose job it is to fix this aren’t burying their heads in the sand for what it’s worth.
I am hoping to bring back some form of Staff Q&A if I can, and I’d love to get various high level people to participate the way we used to, so I can’t promise anything yet but watch this space. I think it’s crucial we use this forum to lower the barrier of access to staff in general so I’m exploring what we can do here. Every now and then, there’s questions that the majority of staff who regularly participate here just aren’t in a position to comment on, and I’d ask that folks not badger any staff that do post here if it seems like that’d be the case.
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Thanks for the response @simonb!
It’s good to know it’s on the radar of people at the highest level.
As i said before, I’m no opposed to the wait times for initial contact with COps, it’s just the fact you get stuck in limbo for an indefinite amount of time once you get referred,
Q&A’s with staff would be great! Completely understand what you mean about staff getting badgered on things they can’t comment on.
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What are your thoughts on some of the recent reviews on GlassDoor?
I heard there were a large group of people who were recently sacked for something related to referral bonuses. I was considering applying for a remote role but I’m second guessing myself now.
https://www.glassdoor.co.uk/Reviews/Monzo-Bank-Reviews-E1557148.htm
edit: to see what I’m talking about, change the sort order to Most Recent instead of Popular.
Quotes from some of the reviews:
- “It’s like being back at school and you’re bullied by the popular “in” crowd.”
- “Too many people, especially managers are unable to separate business and personal feelings, so if your manager doesn’t like you, that means you’re underperforming.”
- “Extremely unprofessional and immature leadership which borders on bullying.”
- "I went through an incredibly hard time with my first manager who essentially bullied out of position. "
- “Beware of challenging the management, egos get hurt and you’ll get sucked. Senior manager threw a tantrum after receiving negative (constructive) feedback.”
- “Some cases of inappropriate relationships between senior male management and junior female staff. I’m going to spare you the details.”
There’s also a lot of positive reviews..
It’s hard to judge a company based on disgruntled employee’s opinions, sometimes the complaints are fair and sometimes people are trying to do as much damage as they can on the way out.
Edit - Added Starling’s ratings for context.
2nd edit to make the screenshot prettier
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Spoil sport
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Yeah, I totally understand that, that’s why I was specifically asking about recent reviews.
A large amount of them are negative. It seems like there has been some sort of a change in how Monzo are treating staff based on what I’ve heard and as someone who is/was interested in applying for a job at Monzo I’d be interested to find out what’s really going on.
edit: to see what I’m talking about, change the sort order to Recent Reviews instead of Popular. Sorry, I thought the link I posted would have kept the sort order.
Well even if you did get a response, it’s not likely to be unbiased is it?
Maybe, but It’s still feedback nonetheless. They might have some answers as to why there has been an influx in negative reviews.
I trust Glassdoor about as much as I do Trustpilot.
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I’m not terribly impressed by the fact that when I tried to change the sort order as suggested, the site asked me to create an account to continue and now won’t show me anything else. Really not keen on that sort of behaviour, as 99% of the time I’ll decide I’m not interested in your website after all when they try that sort of behaviour (as indeed, I decided this time).
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Glass door is the absolute worst measure of staff happiness. Past or present.
The company I work for is in the Fortune 100 best companies to work for and many other lists. But if you went by what glass door said. You’d think it’s an awful place to work…
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We do! We have what’s called ‘COp Storms’ where the team get together, to talk about any news updates, general wellbeing and important information. This happens every week
We also have a company-wide meeting every week where all types of staff talk about all things Monzo (Including CEO Tom)!
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Trustpilot - ignore one and five star reviews
Glassdoor - read the cons from people who rated 4 or 5 stars
Gives you a far better idea 
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Late to the thread here:
Remote working can be a bit lonely sometimes and it can be a bit difficult to get a sense of the wider picture or interact with other staff members in a different department with many other companies.
We have gleaned some support options that COps have in your responses here and blog posts/ threads, but what avenues for mental support and what other things are there in place to ensure employees feel like they are still part of the Monzo family?
The glassdoor reviews are mentioned quite a bit on here so my second question is: if COps are falling behind on their targets or even not turning up for shifts etc., how does Monzo ensure that a decision to accommodate/ let someone go is done well and fairly for both the employee and the company?
P.s. I love the responses on here and I am glad that many staff members feel comfortable/ enjoy spending time on the forum in their free time. I’m sure you come under some flak or scrutiny for being on here and we appreciate that the forum is still going strong 
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Hi all 
Just quick note about the reviews mentioned above. We’re aware of them and always working to see what we can take from them to do better.
I’d just ask that we don’t bring them into this Q&A. It’s not fair for the people involved and certainly not something for @cwtch to speak on behalf of.
Thanks!
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