My Day At Monzo
I thought I’d share my day, today, at Monzo, and give you an idea what a semi-typical day at Monzo looks like, at least for me.
I’m a distributed Cop which means that my day is a little different to somebody who works from the office.
I’m on 0600-1500 all week this week. I wake up about 0530, make myself a coffee on my new Nespresso machine, feed the cats and jump in the shower. I normally chuck my Monzo hoodie on when I’m on an early, because it helps me feel comfy and warm. It also helps me feel like I’m part of the team. Something which is really important when you’re working from home.
0600-0700 - Chat
The first hour of my day is on chat. I log on about 0555 and pop up in our Squad’s slack channel to say hello. I’m part of a squad called Coptarts, we’re all remote and all fairly new to the company so it’s a lovely supportive environment.
I’m not alone this morning, one of my colleagues is also on a 6-3 so we’ve got each other for company at this early hour. We bounce a few ideas off each other as the hour progresses and she gives me some great advice on an issue I haven’t come across before.
At this time in the morning it’s mostly picking up non-urgent chats from overnight, and dealing with urgent chats as they come in.
These tend to involve customers who’ve woken up to payments they don’t recognise and so I block and replace a few cards, as well as refunding customers who’ve had money taken fraudulently. It still amazes me how quickly we can get this sorted. Often within a few minutes of a customer getting in touch.
Chat is a bit strange at this time of day, you often don’t get a reply from a non-urgent chat because the customer is fast asleep in bed. Somebody else will follow these up later on because I’m moving onto other non-chat COp tasks.
0700 - 1000 - Merchant Review Feedback
I’ve got 3 hours of non-chat tasks now. These are a variety of tasks, but this morning I’m working on Merchant Review Feedback with a couple of other colleagues.
When we have really busy queues, as we have had recently, this tends to be something that gets put on the back burner.
I assumed before I started at Monzo that when you submitted a suggestion it was almost automatic, now I realise how much work there is to do.
Some of them are pretty complicated, and I have to spend a few minutes per review Googling different retailers, making sure they’re in the correct group, updating logos and checking websites.
Occasionally I come across a spurious change and it reminds me that I’ve got to be very careful checking each one!
By the end of my three hours we’ve made a decent dent!
1000-1100 - Break time
I’ve got an hour off now. The first thing to do is check the community forum, and I’ve posted in a couple of topics. I’ve shared links to a few topics on the appropriate internal slack channels to flag up a few issues and ideas with our product teams.
I’ve also started writing this (it’s 1019 now!). I’ve got 40 minutes of me time now, I’ll feed the cats, put a load of washing on and run the hoover around. One of the best things about working from home for me is that I can keep on top of things around the house.
My girlfriend works for a well known German discounter and works very hard, so when she gets in the last thing she needs is to be running around the house. She deserves to put her feet up. Her job is much more physical than mine, so I try to get as much done as I can before she’s home. Then we can have some quality time together, something we didn’t get when I was in my last job.
1100-1300 - Chat
Two hours of chat flew by this afternoon. One of the best things about my job is that every hour is different.
I had a customer get in touch because they’d found a Monzo card and wanted to let us know. I managed to get in touch with the person who had lost their card, freeze it for them and order a replacement. It’s great to know there are so many honest people out there, and that they choose to bank with us!
1300-1400 Site All Hands
Our ‘Site’ All Hands is invaluable. They’re an opportunity for most of us in the Open Availability COps Team to get together on a Google Hangout.
There’s a presentation about some of the changes happening in our collective as well as further information about some of the changes to our internal product to help improve productivity, making our jobs easier to do and help delight our customers!
A large part of this is for us to be able to raise questions and give feedback to our managers. This is really important as a remote worker, we don’t bump into people in corridors or at the coffee machine as you might working in an office. The transparency of Monzo is where we really excel, and so we get open and honest answers.
We submit most of the questions the day before. This allows presenters to make sure they’ve got the most accurate answers for us, but it also means that we can get through more questions and everybody gets an equal chance to get involved.
There’s also 10 minutes Q&A at the end Harry took questions from the floor, so these were more spontaneous. We got great answers though and it reaffirms for me how lucky I am to work here.
1400 - 1500 Chat again!
A final hour of chat. There was a lot to think about from the Site All Hands, some of which helped to inspire my chats.
We’re working really hard to improve our customer delight scores and it was a pleasure in my final hour to help a customer who was desperate for a refund. They’d made a purchase which had been cancelled but the retailer had left the authorisation ‘hanging’. They’d spent the day trying to get confirmation from the retailer which confirmed they wouldn’t take the payment.
I took the chat over to find some fantastic notes from a fellow COp who has, like me, only just started. It made it really easy to get it sorted for our customer! The last thing I did today was drop them a message on Slack to say how great I thought she’d dealt with the situation. She told me I’d made her day, which in turn made my day!
So that’s my day today. Happy to answer any questions you might have
edit: I’ve just realised the text and formatting makes this a bit dense to read. If any of the coral crew would like to give me a lesson on making it look better - please do! I’ve only just figured out how to include multiple quotes in a reply It’s not like I’ve been using the forum for over two years