Really? Is this true? 
Comparison of the Monzo Plus and regular cards. I’m kind of disappointed that they haven’t found a better way to put the coloring on the numbering and lettering, it’s already starting to rub off on the new card and I’ve only had it for about 4 hours.
The new MasterCard logo looks slick though 
Just noticed, they removed the Monzo logo from the back too.
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Also I prefer the contactless symbol on the front but it’s only a minor thing. Some people might think the card is not contactless
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I don’t think its necessary to have a contactless symbol anymore but if it has to be there, I’m glad it’s been moved to the back.
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I’m sorry, I can’t accept that. When you introduce a new feature, or a big change to an existing feature, all support staff should be briefed at the start of their next shift, or pass it to a dedicated team. This is really basic stuff. The briefing can be literally an internal email. Please don’t try to put a ‘look how good we are’ spin onto the companies failings.
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Recently signed up to Monzo Plus and got my new blue card. Disappointing that the plus is barely visible and I’ve also lost my investor on the card😢 the new cards could’ve looked so much better!
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Yep. It was a huge bugbear with my last employer. It makes the staff look unfairly incompetent, and gives a very poor impression to the client.
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Which is, as I understand it, why we’ve introduced a dedicated “New Features” team. In the future, questions like these should be passed to the new team. 
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Read above that it’s not currently possible, but would be nice if you could add packages later on.
Don’t currently need travel insurance, as I get it on another card, but if I were to not renew it, I’d like to be able to just add it to Monzo Plus straight away.
Which must appear to be fine. But imagine you are a keen new customer facing employee. You find out you’ve been giving bad information. Not just once, but over a period of time. And it’s because you’ve not been kept in the loop. How do you feel towards your employer?
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Just to clear a few things up.
We release quick, and fast. Sometimes to very small groups, sometimes to bigger groups, sometimes to everyone. We have almost 500 customer support staff across the world in different offices, continents, and time zones. We have very robust methods (which are always improving, too!) of making sure everyone gets trained up on everything and especially on the really important stuff that affects a huge amount of customers, but that takes time.
In the meantime, we have escalation paths to the people that are fully trained up right away on any specific feature, and all new employees are very much taught to rely on their squad, their peers, their captains to help them answer anything they don’t know, and to know who/when to escalate to if only a small group of people so far have the knowledge on a newly rolled-out feature.
This very rarely happens, because of the flows and escalations that we have. Every new employee has it very much drilled in that if they don’t know something, they need to ask. There’s no reason for anyone to give out bad information, and there’s no reason that anyone would be out of the loop for any reason. I’m currently observing the training that’s going on for 10 new starters in Vegas this week, and it’s very thorough in terms of what to do if you don’t know how to respond to something.
On top of that, we have very thorough documentation and knowledge bases which are part of the training on new features and are written in tandem with the product teams building those things. So there’s multiple ways of finding out the answer to something even if it’s new or something you haven’t dealt with before 
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With respect, this slightly misses the point. It’s not a case of not knowing something, it’s a case of knowing something today, which is wrong tomorrow.
Imagine a scenario where constraint a exists, ie there is something not allowed. Everyone who joins the organisation made aware of this constraint. Training has been done, and everyone knows what to say.
Then something changes. Constraint a is now allowed, but only in certain circumstances. The change is released to the organisation’s customers, but before all customer facing staff are appraised of the change.
Now we have a situation where hard working staff are giving out information which they know is correct, but is, in fact, wrong. This is bad for the staff (they are doing their best, but the ground has shifted beneath them), and bad for the customers who are given incorrect information. That this is a bad outcome for the organisation goes without saying. But it’s also bad from an employee retention perspective. Who wants to face customers with incomplete information? What does that do for employee engagement?
I know you are all doing your best, but when things change rapidly in a growing organisation, stuff like this can easily fall between the cracks. It’s not easy to keep on top of, but you’re not selling phone cases, you’re a bank. It has to be right 
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agreed, the contactless symbol looked good on the front. Should’ve kept the new plus cards very similar. I’d have kept the Monzo Plus to the top right of the card not left. Also the investor logo (if applicable) would’ve looked great below it! The cards at the moment might as wel not have the plus because you can’t even see it. Should’ve been a much brighter colour… also taking the MasterCard from below the symbol looks tacky
I had exactly this problem with Savings Pots. The COps didn’t know they were back (whether they were limited or not) and answered my question incorrectly on 2 occasions and therefore I had to escalate to a formal complaint. I believe this was an ‘escalated’ COp as well!
Despite me showing screenshots, the COp was adamant that non-ISA Flexible Savings Pots were not available at all.
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Shame the swag is only being distributed at plus events, which will be down south in London. Financially can’t justify travelling down from Newcastle for one of these events so it’s a shame that I’d miss out on the swag if I signed up 
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This 100% 
I work for a large organisation and what you have just described is a daily occurrence in my role (but it could be much better - it doesn’t need to be like this). You’ve nailed the impact/fallout of this in regards to frustrated customers/staff moral etc.
I see what you’re saying, and you’re totally right. This is a difficult one.
Usually these changes will get distributed both to a COps Bulletin Board which is updated every day, and it’s also the responsibility of each COps Squad Captain to distribute these updates a second time in their daily text updates to their squad (each squad have their own Slack channel) and then to re-iterate in their daily video stand-up meeting (every squad has a daily 15 minute office-based or video chat catchup and then an hourly one, once a week).
Of course, stuff falls through the cracks. Maybe you were off sick for a few days, or on holiday for a while, and you missed it. That happens. So, the other thing that we do is that we try and use our saved responses as much as possible. This is our database of pre-populated responses that help COps do their job quicker. We try to not use these verbatim, so that we’re not robotic and the conversation is always personal, but we have dedicated people who scan these and update them on a very regular basis so that the specific information in them is always up to date.
We also have a SlackBot that anyone can trigger for any group of people to ensure they know something - it’s called KnowBot. How this works is that each person has to emoji react to the message they need to read. Otherwise, the Bot will annoy you by sending you a message every single day until you’ve read and reacted to that specific thing.
So, let’s say you’re a Squad Captain, and you want to make sure that your entire squad specifically knows that “Thing that used to be X is now Y”. You could write out the details in a Slack message and then trigger KnowBot for everyone in your Squad to get continually notified of that message until they read and reacted to it. You could also do this for everyone in the entire COps team, or theoretically, in very extreme circumstances you could do it for the whole company.
These are just some of the ways we address this kind of circumstance. Despite that, mistakes are made and people have knowledge gaps. It’s very difficult to stamp that out completely - ultimately we’re all still human. So what we do is just try and mitigate is as much as possible without being overbearing. It is not the end of the world if someone makes a mistake once (for the most part, we do still have gross misconduct rules!) but if it continues to happen, that’s when we have a problem.
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2 posts were merged into an existing topic: We’re working on a new look for the Monzo app
As usual, that’s a great and informative response, thanks. It’s good to know that do much is being done to keep all the COps updated.
Judging from some of the posts throughout the forum, there is still some work to be done, but perfection is always one small step away.
It’s good to know everyone is working hard to get things right 
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I’ll pay you £3/month to stop wasting time on this product and focus on:
- Using less plastic
- Sorting out your long-term commercial model
- Building a marketplace
If business model is marketplace, you shouldn’t need this cheap attempt at demonstrating potential profitability.
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