Full-Time Colleague Care Advocate

🚀 We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking.

⭐ The role: The Colleague Care Advocate exists to provide immediate and ongoing support to COps (Customer Operations Advisers) who have experienced difficult or emotionally triggering interactions with vulnerable customers.

🔑 You’ll play a key role by:

• Offering immediate debriefs following challenging calls or chats involving vulnerable customers.
• Providing a safe and non-judgmental space for COps to express their emotions and concerns.
• Acting as a point of contact for COps experiencing stress or emotional difficulty in relation to the work they are undertaking.
• Identifying signs of impacted wellbeing and escalate appropriately to People & Wellbeing teams.
• Creating, sharing and engaging colleagues in emotional resilience techniques and best practice to empower them to support their own wellbeing.
• Proposing and implementing initiatives and strategies to support COps and improve resilience
• Sharing practical strategies for managing emotional after-effects of distressing interactions.
• Providing access to relevant wellbeing resources such as counselling services or mindfulness tools.
• Assisting in creating personalised coping strategies for advisors, as needed
• Delivering workshops or informal sessions on managing the impact of challenging customer interactions.
• Collaborating with Learning & Development teams to incorporate wellbeing practices into COps training.
• Regularly checking in with COps identified as needing additional support and liaise with Team Managers to understand prioritisation and responsibly for support
• Encouraging open conversations around mental health and wellbeing and the sharing of support tools.
• In partnership with the People Partner, People Advisors and Senior Leadership monitoring trends in advisor wellbeing concerns and report insights to leadership.
• Providing recommendations for process and guidance improvements to better support colleagues.

🤩 We’d love to hear from you if you have…

• Strong communications skills.
• Values driven approach in line with Monzo’s core values
• Empathy and Active Listening skills.
• Emotional Intelligence.
• Resilience.
• Problem-Solving skills.
• Previous experience in a contact centre or customer service environment.
• Experience in mental health first aid, wellbeing support, or coaching is highly desirable.

💫 Success in this role would look like…

• Positive feedback from COps as a result of receiving the right level of care and support
• COps absence and attrition tracking within targeted levels for the area
• COps having an increased awareness and use of wellbeing tools and resources
• Timely identification and escalation of wellbeing concerns
• Increased Peakon engagement and health and wellbeing scores

🙌 What’s in it for you💰£40,400 - £51,050 ➕ share options.

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