If you know us, you’ll know we love data. We use it to make all sorts of important decisions, including ones which help us give our customers a great experience.
That’s why data is used to make sure we have enough people in our Customer Operations team (COps) to answer all the questions that come through.
Our Data Science Lead Niamh spends time checking the data is accurate and can be trusted by running through a series of checks. She dives into the details in this blog post 
I love this sort of write up so thanks from me. 
Justification based on data. I love it.
Can’t be mentioned enough in our workplace 
Probably a test account?
Nora Van Simpska…
I do hope that’s a test account haha
It’s definitely a test account. It would be a frustrating resolution for the customer otherwise
We only use handling time to improve our business processes and tools, not to assess the individual performance of COps.
Topical point given heated discussion on another topic lately
It links out to this interesting blog that I missed at the time
Random but do y’all only use MacOS to do your job?
Does this sort of data allow you to review COps working hours etc IE reduce 10pm to 8pm kind of thing?
Yup!
I’m really not sure you should have accepted a job you keep trying to change before you’ve started!
I’m just curious on how the data works from the other side 
Hours are fine: I’ve no commitments, was trying to understand a bit more on how the data could change the way the business works, not just taking on more staff or asking people to be flexible.
I’m not sure how any of that works.
Probably something to do with adding your Monzo email to your community account instead?
My laptop arrived but still all boxed up and will be until training and set up begins Monday 
It’s still the weird bug reported ages ago whereby only in topics it shows the lower flair. Categories and the homepage are still OK.
Same with investors (like me) it shows level 3 instead of the rocket.
@AlanDoe was looking into it.
After you start, you can ask internally for your account on here to be changed to a Monzonaut 
Can’t remember exactly how though, it was a while ago for me!
Demotion? 
More seriously, I think that something has gone a bit wonky. All Monzo staff are also trust level 4 but it’s defaulting to that rather than the special Monzo staff category.
Invoking @AlanDoe !
I did check with Alan a while back when I first spotted it
It’s a bug in the forum software. Nothing more or less exciting than that
There was some talk that signing up with a monzo.com email address sorted that automatically, but that did seem to have variable mileage
If in doubt you could always pop it into the Slack channel for the forum like one Monzonaut did a couple of months back
