Forum fam, how’s it going? We’ve had a pretty spirited start to the week, haven’t we?
In case you missed it, we just shared our November update! Have a look and gain some insights into what’s to come over the next few weeks.
Can you believe it’s only 6 weeks until…
But anything can happen in 6 weeks. Anything.
Not least of all, our Monzo Socials in Bristol and Glasgow Come and have a drink on us and meet your fellow Monzo friends
Before we introduce this week’s guest, it’s catch up time!
*Click here to see all previous Q&As*
Now, let’s get into it!
This week in the Hot Coral Hot Seat™️ we have… James Clyburn, COps Activity Lead!!!
I have no idea what’s happening in this picture
James has been with us since November 2017. He is one of several Jameses in the company. We have a Slack channel called “Council of James” where they plot and scheme. Or something like that. I dunno, you’ll have to ask
He’s a COps Activity Lead!
But what does that mean?
I’ll let James explain!
"When I’m not chatting to our customers myself, I’m coordinating and supporting COps each day as an ‘Activity Lead’, making sure our “service management” (cover we have across our different platforms) is as balanced and efficient as possible, helping customers get the quickest and most effective replies.
When wait times are high, this is a tough job that means we’re always tweaking the way we work, but the most important thing is customers can talk to someone quickly when they really need us most.
I work with engineers when leading the COps side of Outages/Incidents to make sure that they everything they need to keep customer informed and supported when thing’s go wrong. And I’m the interface between COps and the wider company - any information about product launches or feedback is communicated through an Activity Lead."
Fun Fact About James!
“I once starred as an elephant in a musical”
And his favourite thing about working for Monzo?
“Having an impact directly on a customer’s day and feeling the accomplishment and reward of being part of an amazing team talking to amazing people, like people! (Also, we have dogs and avocado toast)”
And there it is!
Get your questions in and James will be here on Friday to answer them!