Job Title: Arrears Executive  
Working Pattern: 36.25 hours per week with contractual hours stated as Monday to Saturday between 8am to 7pm (with a 45-minute lunch break). Saturday shifts take place on the last Saturday of each month, from 9:00 AM to 12:00 PM, and are worked remotely from home. Working rota to be shared by Line Manager.  
Salary: up to £29,000 and up to 20% bonus and benefits 
Location: Chester-le-Street (Drum Industrial Estate) hybrid working after probation. 

💚 Shaping the future of sustainable digital banking 

Launched in 2014 as one of the UK’s original challenger banks, Tandem is proudly headquartered in the Northwest, with over 500 people working across the UK.  

People join Tandem because they want to shape something meaningful. Here, you’ll use your skills to create products that empower people to make better financial choices and lower their environmental impact. We’re big enough to drive real change, small enough for every voice to be heard, and united by a shared purpose that inspires us to move forward - together.  

Recognised in The Sunday Times Best Places to Work for 2024 and 2025, Tandem has also been named in The Sunday Times 100 Tech list for two consecutive years in 2025 and 2026 – a list of the fastest growing tech companies in Britain, reflective of our growing industry presence. Tandem was also awarded Investor in Customers’ Gold Standard based on customer and employee feedback and is a Certified™ Great Place to Work®.  

Tandem is growing fast and helping to shape the future of sustainable banking. 

Your team: Collaborators in change  

Tandem is proud to offer a workplace with diverse experiences, perspectives, and backgrounds which leads to a unique company culture for our people and a better experience for our customers. 

This is a key role in ensuring that the fair treatment of customers is embedded within the Operations team whilst ensuring that fair customer outcomes are consistently delivered. The purpose of the role is to support the Operations Leaders by supporting customers in financial difficulty and arrears whilst achieving departmental service levels. Upholding company standards and complying with all relevant Company and regulatory obligations (including adherence to FCA rules (including FCA MCOB and CONC rules).    

Led by our Operations Director, our Operations teams are responsible for all customer contact.  The teams are the primary points of contact for customers including responding to their inbound queries during the lifetime of their mortgage or loan as well as supporting customers that are in financial difficulty and/or arrears. Our aim is to provide an exceptional service to our customers by ensuring that we have knowledgeable, well training operational colleagues to deliver the service that our customers expect of us.    

  
Your Impact: Building a sustainable tomorrow  

As an Arrears Executive at Tandem your focus will be on: 

• Proactively service requests from our customers efficiently and professionally ensuring at you provide the customer with the information that they require.  

• Proactively manage all customer service-related inbound communication (via telephone, correspondence, email, portal) from customers and third parties as part of the servicing and arrears management of a range of mortgage and loan products. 

• Ensure regulatory transactional documentation is issued accurately and correctly in accordance with regulatory requirements (including regulatory arrears correspondence).  

• Identify situations that may require specialist handling (e.g. complaints, vulnerability, fraud) and refer these where appropriate.  

• Knowledge and practical application of handling customer complaints, to include identifying complaints, logging and investigating with an aim to putting a resolution in place.  

• Knowledge and practical application of dealing with vulnerable customers at first point of contact to ensure their specific needs are understood and they are treated with care and consideration.  

• Proactively manage accounts in arrears by completing outbound contact to establish the root cause of the customers payment difficulties and identify options to assist the customer in rehabilitating their mortgage or loan arrears.   

• Negotiate with customers and authorised third parties in financial difficulty regarding how to repay their arrears taking into consideration their individual personal circumstances.  

• Knowledge and practical application of completing Income and Expenditure assessments and deciding suitable forbearance options for the customer.   

• Knowledge and practical application of late arrears and litigation practices.  

• Ensure that all customer contact both written and verbal is conducted within Company standards, FCA regulations, Customer Complaint procedures and that the principles of TCF are upheld consistently with all customers.  

• Attain and maintain own competence to Group Training and Competence Framework demonstrated by ongoing adherence.  

• Proactively challenge existing processes and take ownership for implementing positive changes which are within own span of control.  

• Keep up to date with all Company/regulatory changes particularly those which affect own business area.  

• Actively contribute to the achievement of the Company Balance Scorecard objectives and demonstrating Company values in everything you do.  

• Adherence to and promotion of a culture of treating our customers fairly to deliver fair outcomes.    

We’d love to hear from you if you have: 

• Previous experience in financial services (with relevant regulatory appreciation) with demonstrable success in customer service and arrears within a regulated lending environment.  

• Demonstrable experience of working accounts in arrears including applying arrears forbearance options and identification of customers that are vulnerable.  

• Demonstrable experience of collecting arrears for mortgages and loans with knowledge of how own and team performance affects wider Company objectives.  

• Demonstrable knowledge of FCA rules (including MCOB and CONC rules), delivering fair outcomes to customers, CCA and GDPR regulations.  

• A working knowledge of customer services and arrears management in a regulated, lending environment. 

 
Rewards that reflect your value, what’s in it for you? 
 
At Tandem, your hard work is rewarded in many ways, and we have an enhanced employee benefits package on offer from your very first day with us:  

• 25 days annual leave plus 8 days Bank Holiday   

• An additional day off for a ‘celebration day’ including, but not limited to, birthdays, weddings, religious holidays, graduations etc 

• Buy or sell up to 5 days holiday a year 

• Healthcare cash plan through Westfield Health  

• Life Assurance at 3 x salary 

• Electric Vehicle salary sacrifice scheme    

• Cycle to Work salary sacrifice scheme and a free helmet   

• Salary sacrifice Pension contribution*, 4% employee contributions matched with 4% Tandem contribution (*Subject to salary eligibility) 

• Smart Tech scheme (buy goods with 0% interest) 

• 10% discount on solar panels 

• Tandem Hub for treats, cash back and discounts on UK retailers    

• 2 days per year paid volunteering    

• Free cereal, snacks and drinks in all offices 

• Quarterly team social budgets 

Our Green Deal: Your Impact Amplified 

A little welcome gift from us to you, we’ll plant a tree in the Tandem Grove and you can enter into our “Green Deal” below: 

• Volunteer 2 days a year for charity > receive an early Friday finish  

• Raise £200 per annum for charity > Tandem provide PR and marketing support  

• Have renewable energy at home > receive an additional 1 day annual leave  

• Drive an electric car > receive £500 towards a home charger 

 
Ready to make your mark?  

Apply now and let's pave the way to a greener world, together. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments. We will close adverts once we have received enough applications so please apply asap if you’re interested in the role. 

 
Sourcing Model 

Recruitment at Tandem works primarily on a direct sourcing model and does not accept resumes from recruitment agencies which are not on the preferred supplier list. We are not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company. You can find our Applicant Privacy Policy on our Careers page. 
 
Tandem is an equal opportunity employer and are committed to meeting our responsibilities under the Equality Act (2010). We respect the diverse experience and talents that every individual brings to our Company, and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.  

Please be aware that background checking (including credit, criminal records and CIFAS Internal Fraud Database Checks) form part of our recruitment process. We will adhere to our duties under the Rehabilitation of Offenders Act 1974. 

Job Title: Arrears Executive  
Working Pattern: 36.25 hours per week with contractual hours stated as Monday to Saturday between 8am to 7pm (with a 45-minute lunch break). Saturday shifts take place on the last Saturday of each month, from 9:00 AM to 12:00 PM, and are worked remotely from home. Working rota to be shared by Line Manager.  
Salary: up to £29,000 and up to 20% bonus and benefits 
Location: Cardiff - hybrid working after probation. 

💚 Shaping the future of sustainable digital banking 

Launched in 2014 as one of the UK’s original challenger banks, Tandem is proudly headquartered in the Northwest, with over 500 people working across the UK.  

People join Tandem because they want to shape something meaningful. Here, you’ll use your skills to create products that empower people to make better financial choices and lower their environmental impact. We’re big enough to drive real change, small enough for every voice to be heard, and united by a shared purpose that inspires us to move forward - together.  

Recognised in The Sunday Times Best Places to Work for 2024 and 2025, Tandem has also been named in The Sunday Times 100 Tech list for two consecutive years in 2025 and 2026 – a list of the fastest growing tech companies in Britain, reflective of our growing industry presence. Tandem was also awarded Investor in Customers’ Gold Standard based on customer and employee feedback and is a Certified™ Great Place to Work®.  

Tandem is growing fast and helping to shape the future of sustainable banking. 

Your team: Collaborators in change  

Tandem is proud to offer a workplace with diverse experiences, perspectives, and backgrounds which leads to a unique company culture for our people and a better experience for our customers. 

This is a key role in ensuring that the fair treatment of customers is embedded within the Operations team whilst ensuring that fair customer outcomes are consistently delivered. The purpose of the role is to support the Operations Leaders by supporting customers in financial difficulty and arrears whilst achieving departmental service levels. Upholding company standards and complying with all relevant Company and regulatory obligations (including adherence to FCA rules (including FCA MCOB and CONC rules).    

Led by our Operations Director, our Operations teams are responsible for all customer contact.  The teams are the primary points of contact for customers including responding to their inbound queries during the lifetime of their mortgage or loan as well as supporting customers that are in financial difficulty and/or arrears. Our aim is to provide an exceptional service to our customers by ensuring that we have knowledgeable, well training operational colleagues to deliver the service that our customers expect of us.    

  
Your Impact: Building a sustainable tomorrow  

As an Arrears Executive at Tandem your focus will be on: 

• Proactively service requests from our customers efficiently and professionally ensuring at you provide the customer with the information that they require.  

• Proactively manage all customer service-related inbound communication (via telephone, correspondence, email, portal) from customers and third parties as part of the servicing and arrears management of a range of mortgage and loan products. 

• Ensure regulatory transactional documentation is issued accurately and correctly in accordance with regulatory requirements (including regulatory arrears correspondence).  

• Identify situations that may require specialist handling (e.g. complaints, vulnerability, fraud) and refer these where appropriate.  

• Knowledge and practical application of handling customer complaints, to include identifying complaints, logging and investigating with an aim to putting a resolution in place.  

• Knowledge and practical application of dealing with vulnerable customers at first point of contact to ensure their specific needs are understood and they are treated with care and consideration.  

• Proactively manage accounts in arrears by completing outbound contact to establish the root cause of the customers payment difficulties and identify options to assist the customer in rehabilitating their mortgage or loan arrears.   

• Negotiate with customers and authorised third parties in financial difficulty regarding how to repay their arrears taking into consideration their individual personal circumstances.  

• Knowledge and practical application of completing Income and Expenditure assessments and deciding suitable forbearance options for the customer.   

• Knowledge and practical application of late arrears and litigation practices.  

• Ensure that all customer contact both written and verbal is conducted within Company standards, FCA regulations, Customer Complaint procedures and that the principles of TCF are upheld consistently with all customers.  

• Attain and maintain own competence to Group Training and Competence Framework demonstrated by ongoing adherence.  

• Proactively challenge existing processes and take ownership for implementing positive changes which are within own span of control.  

• Keep up to date with all Company/regulatory changes particularly those which affect own business area.  

• Actively contribute to the achievement of the Company Balance Scorecard objectives and demonstrating Company values in everything you do.  

• Adherence to and promotion of a culture of treating our customers fairly to deliver fair outcomes.    

We’d love to hear from you if you have: 

• Previous experience in financial services (with relevant regulatory appreciation) with demonstrable success in customer service and arrears within a regulated lending environment.  

• Demonstrable experience of working accounts in arrears including applying arrears forbearance options and identification of customers that are vulnerable.  

• Demonstrable experience of collecting arrears for mortgages and loans with knowledge of how own and team performance affects wider Company objectives.  

• Demonstrable knowledge of FCA rules (including MCOB and CONC rules), delivering fair outcomes to customers, CCA and GDPR regulations.  

• A working knowledge of customer services and arrears management in a regulated, lending environment. 

 
Rewards that reflect your value, what’s in it for you? 
 
At Tandem, your hard work is rewarded in many ways, and we have an enhanced employee benefits package on offer from your very first day with us:  

• 25 days annual leave plus 8 days Bank Holiday   

• An additional day off for a ‘celebration day’ including, but not limited to, birthdays, weddings, religious holidays, graduations etc 

• Buy or sell up to 5 days holiday a year 

• Healthcare cash plan through Westfield Health  

• Life Assurance at 3 x salary 

• Electric Vehicle salary sacrifice scheme    

• Cycle to Work salary sacrifice scheme and a free helmet   

• Salary sacrifice Pension contribution*, 4% employee contributions matched with 4% Tandem contribution (*Subject to salary eligibility) 

• Smart Tech scheme (buy goods with 0% interest) 

• 10% discount on solar panels 

• Tandem Hub for treats, cash back and discounts on UK retailers    

• 2 days per year paid volunteering    

• Free cereal, snacks and drinks in all offices 

• Quarterly team social budgets 

Our Green Deal: Your Impact Amplified 

A little welcome gift from us to you, we’ll plant a tree in the Tandem Grove and you can enter into our “Green Deal” below: 

• Volunteer 2 days a year for charity > receive an early Friday finish  

• Raise £200 per annum for charity > Tandem provide PR and marketing support  

• Have renewable energy at home > receive an additional 1 day annual leave  

• Drive an electric car > receive £500 towards a home charger 

 
Ready to make your mark?  

Apply now and let's pave the way to a greener world, together. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments. We will close adverts once we have received enough applications so please apply asap if you’re interested in the role. 

 
Sourcing Model 

Recruitment at Tandem works primarily on a direct sourcing model and does not accept resumes from recruitment agencies which are not on the preferred supplier list. We are not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company. You can find our Applicant Privacy Policy on our Careers page. 
 
Tandem is an equal opportunity employer and are committed to meeting our responsibilities under the Equality Act (2010). We respect the diverse experience and talents that every individual brings to our Company, and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.  

Please be aware that background checking (including credit, criminal records and CIFAS Internal Fraud Database Checks) form part of our recruitment process. We will adhere to our duties under the Rehabilitation of Offenders Act 1974. 

Job Title: Arrears Executive – Part Time
Working Pattern: 21.75 hours per week - across Monday, Thursday and Friday
Salary: £29,000 pro rata (£17,400) and up to 20% bonus and benefits
Location: Cardiff - hybrid working after probation.

💚 Shaping the future of sustainable digital banking 

Launched in 2014 as one of the UK’s original challenger banks, Tandem is proudly headquartered in the Northwest, with over 500 people working across the UK.  

People join Tandem because they want to shape something meaningful. Here, you’ll use your skills to create products that empower people to make better financial choices and lower their environmental impact. We’re big enough to drive real change, small enough for every voice to be heard, and united by a shared purpose that inspires us to move forward - together.  

Recognised in The Sunday Times Best Places to Work for 2024 and 2025, Tandem has also been named in The Sunday Times 100 Tech list for two consecutive years in 2025 and 2026 – a list of the fastest growing tech companies in Britain, reflective of our growing industry presence. Tandem was also awarded Investor in Customers’ Gold Standard based on customer and employee feedback and is a Certified™ Great Place to Work®.  

Tandem is growing fast and helping to shape the future of sustainable banking. 

Your team: Collaborators in change  

Tandem is proud to offer a workplace with diverse experiences, perspectives, and backgrounds which leads to a unique company culture for our people and a better experience for our customers. 

This is a key role in ensuring that the fair treatment of customers is embedded within the Operations team whilst ensuring that fair customer outcomes are consistently delivered. The purpose of the role is to support the Operations Leaders by supporting customers in financial difficulty and arrears whilst achieving departmental service levels. Upholding company standards and complying with all relevant Company and regulatory obligations (including adherence to FCA rules (including FCA MCOB and CONC rules).    

Led by our Operations Director, our Operations teams are responsible for all customer contact.  The teams are the primary points of contact for customers including responding to their inbound queries during the lifetime of their mortgage or loan as well as supporting customers that are in financial difficulty and/or arrears. Our aim is to provide an exceptional service to our customers by ensuring that we have knowledgeable, well training operational colleagues to deliver the service that our customers expect of us.    

  
Your Impact: Building a sustainable tomorrow  

As an Arrears Executive at Tandem your focus will be on: 

• Proactively service requests from our customers efficiently and professionally ensuring at you provide the customer with the information that they require.  

• Proactively manage all customer service-related inbound communication (via telephone, correspondence, email, portal) from customers and third parties as part of the servicing and arrears management of a range of mortgage and loan products. 

• Ensure regulatory transactional documentation is issued accurately and correctly in accordance with regulatory requirements (including regulatory arrears correspondence).  

• Identify situations that may require specialist handling (e.g. complaints, vulnerability, fraud) and refer these where appropriate.  

• Knowledge and practical application of handling customer complaints, to include identifying complaints, logging and investigating with an aim to putting a resolution in place.  

• Knowledge and practical application of dealing with vulnerable customers at first point of contact to ensure their specific needs are understood and they are treated with care and consideration.  

• Proactively manage accounts in arrears by completing outbound contact to establish the root cause of the customers payment difficulties and identify options to assist the customer in rehabilitating their mortgage or loan arrears.   

• Negotiate with customers and authorised third parties in financial difficulty regarding how to repay their arrears taking into consideration their individual personal circumstances.  

• Knowledge and practical application of completing Income and Expenditure assessments and deciding suitable forbearance options for the customer.   

• Knowledge and practical application of late arrears and litigation practices.  

• Ensure that all customer contact both written and verbal is conducted within Company standards, FCA regulations, Customer Complaint procedures and that the principles of TCF are upheld consistently with all customers.  

• Attain and maintain own competence to Group Training and Competence Framework demonstrated by ongoing adherence.  

• Proactively challenge existing processes and take ownership for implementing positive changes which are within own span of control.  

• Keep up to date with all Company/regulatory changes particularly those which affect own business area.  

• Actively contribute to the achievement of the Company Balance Scorecard objectives and demonstrating Company values in everything you do.  

• Adherence to and promotion of a culture of treating our customers fairly to deliver fair outcomes.    

We’d love to hear from you if you have: 

• Previous experience in financial services (with relevant regulatory appreciation) with demonstrable success in customer service and arrears within a regulated lending environment.  

• Demonstrable experience of working accounts in arrears including applying arrears forbearance options and identification of customers that are vulnerable.  

• Demonstrable experience of collecting arrears for mortgages and loans with knowledge of how own and team performance affects wider Company objectives.  

• Demonstrable knowledge of FCA rules (including MCOB and CONC rules), delivering fair outcomes to customers, CCA and GDPR regulations.  

• A working knowledge of customer services and arrears management in a regulated, lending environment. 

 
Rewards that reflect your value, what’s in it for you? 
 
At Tandem, your hard work is rewarded in many ways, and we have an enhanced employee benefits package on offer from your very first day with us:  

• 25 days annual leave plus 8 days Bank Holiday   

• An additional day off for a ‘celebration day’ including, but not limited to, birthdays, weddings, religious holidays, graduations etc 

• Buy or sell up to 5 days holiday a year 

• Healthcare cash plan through Westfield Health  

• Life Assurance at 3 x salary 

• Electric Vehicle salary sacrifice scheme    

• Cycle to Work salary sacrifice scheme and a free helmet   

• Salary sacrifice Pension contribution*, 4% employee contributions matched with 4% Tandem contribution (*Subject to salary eligibility) 

• Smart Tech scheme (buy goods with 0% interest) 

• 10% discount on solar panels 

• Tandem Hub for treats, cash back and discounts on UK retailers    

• 2 days per year paid volunteering    

• Free cereal, snacks and drinks in all offices 

• Quarterly team social budgets 

Our Green Deal: Your Impact Amplified 

A little welcome gift from us to you, we’ll plant a tree in the Tandem Grove and you can enter into our “Green Deal” below: 

• Volunteer 2 days a year for charity > receive an early Friday finish  

• Raise £200 per annum for charity > Tandem provide PR and marketing support  

• Have renewable energy at home > receive an additional 1 day annual leave  

• Drive an electric car > receive £500 towards a home charger 

 
Ready to make your mark?  

Apply now and let's pave the way to a greener world, together. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments. We will close adverts once we have received enough applications so please apply asap if you’re interested in the role. 

 
Sourcing Model 

Recruitment at Tandem works primarily on a direct sourcing model and does not accept resumes from recruitment agencies which are not on the preferred supplier list. We are not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company. You can find our Applicant Privacy Policy on our Careers page. 
 
Tandem is an equal opportunity employer and are committed to meeting our responsibilities under the Equality Act (2010). We respect the diverse experience and talents that every individual brings to our Company, and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.  

Please be aware that background checking (including credit, criminal records and CIFAS Internal Fraud Database Checks) form part of our recruitment process. We will adhere to our duties under the Rehabilitation of Offenders Act 1974. 

Job Title: Arrears Executive – Part Time
Working Pattern: 21.75 hours per week - across Monday, Thursday and Friday
Salary: £29,000 pro rata (£17,400) and up to 20% bonus and benefits
Location: Chester-le-Street (Drum Industrial Estate) hybrid working after probation.

💚 Shaping the future of sustainable digital banking 

Launched in 2014 as one of the UK’s original challenger banks, Tandem is proudly headquartered in the Northwest, with over 500 people working across the UK.  

People join Tandem because they want to shape something meaningful. Here, you’ll use your skills to create products that empower people to make better financial choices and lower their environmental impact. We’re big enough to drive real change, small enough for every voice to be heard, and united by a shared purpose that inspires us to move forward - together.  

Recognised in The Sunday Times Best Places to Work for 2024 and 2025, Tandem has also been named in The Sunday Times 100 Tech list for two consecutive years in 2025 and 2026 – a list of the fastest growing tech companies in Britain, reflective of our growing industry presence. Tandem was also awarded Investor in Customers’ Gold Standard based on customer and employee feedback and is a Certified™ Great Place to Work®.  

Tandem is growing fast and helping to shape the future of sustainable banking. 

Your team: Collaborators in change  

Tandem is proud to offer a workplace with diverse experiences, perspectives, and backgrounds which leads to a unique company culture for our people and a better experience for our customers. 

This is a key role in ensuring that the fair treatment of customers is embedded within the Operations team whilst ensuring that fair customer outcomes are consistently delivered. The purpose of the role is to support the Operations Leaders by supporting customers in financial difficulty and arrears whilst achieving departmental service levels. Upholding company standards and complying with all relevant Company and regulatory obligations (including adherence to FCA rules (including FCA MCOB and CONC rules).    

Led by our Operations Director, our Operations teams are responsible for all customer contact.  The teams are the primary points of contact for customers including responding to their inbound queries during the lifetime of their mortgage or loan as well as supporting customers that are in financial difficulty and/or arrears. Our aim is to provide an exceptional service to our customers by ensuring that we have knowledgeable, well training operational colleagues to deliver the service that our customers expect of us.    

  
Your Impact: Building a sustainable tomorrow  

As an Arrears Executive at Tandem your focus will be on: 

• Proactively service requests from our customers efficiently and professionally ensuring at you provide the customer with the information that they require.  

• Proactively manage all customer service-related inbound communication (via telephone, correspondence, email, portal) from customers and third parties as part of the servicing and arrears management of a range of mortgage and loan products. 

• Ensure regulatory transactional documentation is issued accurately and correctly in accordance with regulatory requirements (including regulatory arrears correspondence).  

• Identify situations that may require specialist handling (e.g. complaints, vulnerability, fraud) and refer these where appropriate.  

• Knowledge and practical application of handling customer complaints, to include identifying complaints, logging and investigating with an aim to putting a resolution in place.  

• Knowledge and practical application of dealing with vulnerable customers at first point of contact to ensure their specific needs are understood and they are treated with care and consideration.  

• Proactively manage accounts in arrears by completing outbound contact to establish the root cause of the customers payment difficulties and identify options to assist the customer in rehabilitating their mortgage or loan arrears.   

• Negotiate with customers and authorised third parties in financial difficulty regarding how to repay their arrears taking into consideration their individual personal circumstances.  

• Knowledge and practical application of completing Income and Expenditure assessments and deciding suitable forbearance options for the customer.   

• Knowledge and practical application of late arrears and litigation practices.  

• Ensure that all customer contact both written and verbal is conducted within Company standards, FCA regulations, Customer Complaint procedures and that the principles of TCF are upheld consistently with all customers.  

• Attain and maintain own competence to Group Training and Competence Framework demonstrated by ongoing adherence.  

• Proactively challenge existing processes and take ownership for implementing positive changes which are within own span of control.  

• Keep up to date with all Company/regulatory changes particularly those which affect own business area.  

• Actively contribute to the achievement of the Company Balance Scorecard objectives and demonstrating Company values in everything you do.  

• Adherence to and promotion of a culture of treating our customers fairly to deliver fair outcomes.    

We’d love to hear from you if you have: 

• Previous experience in financial services (with relevant regulatory appreciation) with demonstrable success in customer service and arrears within a regulated lending environment.  

• Demonstrable experience of working accounts in arrears including applying arrears forbearance options and identification of customers that are vulnerable.  

• Demonstrable experience of collecting arrears for mortgages and loans with knowledge of how own and team performance affects wider Company objectives.  

• Demonstrable knowledge of FCA rules (including MCOB and CONC rules), delivering fair outcomes to customers, CCA and GDPR regulations.  

• A working knowledge of customer services and arrears management in a regulated, lending environment. 

 
Rewards that reflect your value, what’s in it for you? 
 
At Tandem, your hard work is rewarded in many ways, and we have an enhanced employee benefits package on offer from your very first day with us:  

• 25 days annual leave plus 8 days Bank Holiday   

• An additional day off for a ‘celebration day’ including, but not limited to, birthdays, weddings, religious holidays, graduations etc 

• Buy or sell up to 5 days holiday a year 

• Healthcare cash plan through Westfield Health  

• Life Assurance at 3 x salary 

• Electric Vehicle salary sacrifice scheme    

• Cycle to Work salary sacrifice scheme and a free helmet   

• Salary sacrifice Pension contribution*, 4% employee contributions matched with 4% Tandem contribution (*Subject to salary eligibility) 

• Smart Tech scheme (buy goods with 0% interest) 

• 10% discount on solar panels 

• Tandem Hub for treats, cash back and discounts on UK retailers    

• 2 days per year paid volunteering    

• Free cereal, snacks and drinks in all offices 

• Quarterly team social budgets 

Our Green Deal: Your Impact Amplified 

A little welcome gift from us to you, we’ll plant a tree in the Tandem Grove and you can enter into our “Green Deal” below: 

• Volunteer 2 days a year for charity > receive an early Friday finish  

• Raise £200 per annum for charity > Tandem provide PR and marketing support  

• Have renewable energy at home > receive an additional 1 day annual leave  

• Drive an electric car > receive £500 towards a home charger 

 
Ready to make your mark?  

Apply now and let's pave the way to a greener world, together. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments. We will close adverts once we have received enough applications so please apply asap if you’re interested in the role. 

 
Sourcing Model 

Recruitment at Tandem works primarily on a direct sourcing model and does not accept resumes from recruitment agencies which are not on the preferred supplier list. We are not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company. You can find our Applicant Privacy Policy on our Careers page. 
 
Tandem is an equal opportunity employer and are committed to meeting our responsibilities under the Equality Act (2010). We respect the diverse experience and talents that every individual brings to our Company, and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.  

Please be aware that background checking (including credit, criminal records and CIFAS Internal Fraud Database Checks) form part of our recruitment process. We will adhere to our duties under the Rehabilitation of Offenders Act 1974. 

London/Cardiff/UK Remote | 💰£46300 - £62700 + Benefits  ✨

This is a 12 month fixed term contract position.

⭐Our People team

The People Collective is looking for someone who is passionate about supporting a Reward function that is engaging, scalable, and most importantly, equitable. The Reward Squad covers a lot of ground - from share options to compensation to reward governance and everything in between. We’re looking for someone who enjoys dotting the i’s and crossing the t’s but never loses sight of the fact that at the heart of everything we do is our people.

🔑You’ll play a key role by...

We’re looking for a Benefits Specialist to support Monzo’s global benefits and pension programmes, including in the UK.

Reporting to the Head of Benefits you’ll be empowered to contribute towards the success of the company by supporting Monzonaut benefits in the UK and globally. You’ll also be engaging with other teams across not only the People Collective, but Monzo-wide to make sure we’re listening to and supporting our Monzonauts as best as we can.

This is an exciting opportunity to help Monzo fulfill its mission to make money work for everyone. If you’re excited to be part of our adventure we’d love to hear from you! 

Key responsibilities 

• Day-to-day benefits and leave policies administration and management
• Managing the end-to-end renewal process 
• Establishing and implementing new benefits programmes
• Ensuring that our benefits programmes are compliant, in line with Monzo’s global benefit’s strategy, and supports our business goals
• Liaising with our external benefits broker and vendors, ensuring that our providers are providing a good service 
• Work closely with stakeholders including Procurement and Third Party Risk teams to onboard suppliers, Tax team to ensure compliance, and People Operations to design seamless processes 
• Responding to benefits queries, escalations and supporting Monzonauts
• Working closely with teams across the People Collective, including Payroll and People Operations
• Analysis of benefits data
• Monzonaut education, communication and engagement 

🤩We’d love to hear from you if…

• You have experience in administering and managing UK benefits
• You have experience in ensuring that benefits programmes are compliant and meet legislative requirements
• You have strong knowledge of employee benefits trends 
• You have excellent project management and organisational skills
• You’re independent, yet enjoy cross team collaboration
• You prioritise high impact work, but never neglect the details
• You’re adaptable, flexible and are comfortable working in a fast paced environment 

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything thats listed just yet. Drop us your application, we’d love to hear from you!

🙌 What’s in it for you

💰 £46300 - £62700

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team. 

📚 £1,000 learning budget each year to use on books, training courses and conferences.

🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. 

➕ Plus lots more! Read our full list of benefits.

🌈 The application journey has 3 key steps

• Recruiter Call
• Initial Call with Hiring Manager
• Two loop stages
• Role Specific interview
• Behavioral interview

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible! 

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

#LI-DH1 #LI-REMOTE

London/Cardiff/UK Remote | 💰£46300 - £62700 + Incentive Awards tied to your performance + Benefits | Hear from the team ✨

⭐Our People team

The People Collective is looking for someone who is passionate about supporting a Reward function that is engaging, scalable, and most importantly, equitable. The Reward Squad covers a lot of ground - from share options to compensation to reward governance and everything in between. We’re looking for someone who enjoys dotting the i’s and crossing the t’s but never loses sight of the fact that at the heart of everything we do is our people.

🔑You’ll play a key role by...

We’re looking for a Benefits Specialist to support Monzo’s global benefits and pension programmes, including expansion into the EU. 

Reporting to the Head of Benefits you’ll be playing a crucial role in Monzo’s expansion, ensuring that we have benefits in place that will attract and retain the best talent. 

This is an exciting opportunity to help Monzo fulfill its mission to make money work for everyone. If you’re excited to be part of our adventure we’d love to hear from you! 

Key responsibilities 

• Day-to-day benefits and leave policies administration and management
• Managing the end-to-end renewal process 
• Establishing and implementing new benefits programmes, including in the EU 
• Ensuring that our benefits programmes are compliant with local regulations, in line with Monzo’s global benefit’s strategy, and supports our business goals
• Liaising with our external benefits broker and vendors, ensuring that our providers are providing a good service 
• Work closely with stakeholders including Procurement and Third Party Risk teams to onboard suppliers, Tax team to ensure compliance, and People Operations to design seamless processes 
• Responding to benefits queries, escalations and supporting Monzonauts
• Working closely with teams across the People Collective, including Payroll and People Operations
• Analysis of benefits data
• Monzonaut education, communication and engagement 

🤩We’d love to hear from you if…

• You have experience in administering and managing EU benefits
• You have experience in ensuring that benefits programmes are compliant and meet legislative requirements
• You have strong knowledge of employee benefits trends in the EU 
• You have excellent project management and organisational skills
• You’re independent, yet enjoy cross team collaboration
• You prioritise high impact work, but never neglect the details
• You’re adaptable, flexible and are comfortable working in a fast paced environment 

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything thats listed just yet. Drop us your application, we’d love to hear from you!

🙌 What’s in it for you

💰 £46300 - £62700 ➕Incentive Awards tied to your performance.

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team. 

📚 £1,000 learning budget each year to use on books, training courses and conferences.

🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. 

➕ Plus lots more! Read our full list of benefits.

🌈 The application journey has 3 key steps

• Recruiter Call
• Initial Call with Hiring Manager
• Two loop stages
• Role Specific interview
• Behavioral interview

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible! 

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

#LI-DH1 #LI-REMOTE

📍 London/Cardiff/UK Remote | 💰£106,000 - £140,000 + Incentive Awards tied to your performance + Benefits  ✨

Our Fincrime team⭐

We’re looking for a brilliant Financial Crime Business Banking Senior Manager to drive forward our strategy for Monzo’s Business Bank. You’ll manage a fantastic group of FinCrime Analysts working in cross-functional teams to build and iterate controls, maximising financial crime prevention while delivering best in class customer experience. 

We need someone who really understands the Financial Crime regulatory framework, products and crime typologies for Business Banking, and has expert knowledge in how to develop controls to ensure Monzo remains compliant and can most effectively detect and prevent all types of Financial Crime. You’ll be an exceptional stakeholder manager, bringing others along on a journey to deliver huge impact. You’ll be an incredible people manager who cares deeply about people development and coaching. You’ll thrive on delivering through others and will pour effort into your people to get the best possible results.

You should know that we fight Financial Crime a little differently at Monzo. Your team will work with dedicated Financial Crime engineers, data scientists and machine learning experts, which helps us to spot, assess and prevent crime quickly. We choose not to split out different areas of crime, either. Instead we tackle all Financial Crime together as one team. That includes AML, fraud, sanctions breaches, terrorist financing, bribery and corruption and tax evasion. 

🔑 You’ll play a key role by...

• Managing a team of specialist Fincrime risk owners to implement our fincrime strategy across the Business Bank as it develops new products (including Cash Deposits, Acquiring and Expense Cards) and expands to new markets in the European Union
• Building, developing and leading high impact teams, identifying opportunities for attaining and growing skills
• Owning the strategy for building financial crime prevention for Monzo’s Business Bank
• Developing strategic relationships with Fincrime and Fraud experts, Business product owners and Senior Execs to provide expert Fincrime knowledge and help define business requirements
• Suggesting, developing, implementing and monitoring industry leading fincrime detection capabilities alongside data scientists, machine learning experts, product management and engineers across multiple teams
• Providing expert knowledge to support the development of Fincrime systems to effectively manage Business Banking risks in multiple jurisdictions
• Building a close relationship with our Fincrime operations teams, ensuring sufficient communication and knowledge sharing on risks
• Defining and interpreting key measures and metrics on the performance of key systems and reporting this to relevant committees on an ongoing basis
• Identifying the highest priority issues or problem areas and working with other members of the Fincrime Team to drive forward solutions.

🤩 We’d love to hear from you if…

• You’re a brilliant people manager who invests time, care and attention to ensure skills development and best in class delivery
• You have significant knowledge of how to manage Financial Crime and Fraud risks in business and commercial banking
• You have been involved in the implementation of controls for Business-specific products and features including Merchant Acquiring, Cash Deposits and Borrowing
• You have worked with mature Fincrime systems to effectively manage risks across different products in different locations across the European Union
• You’ve got experience working closely with product managers, engineers, data scientists and identifying operational requirements
• You have experience of leading a wide range of Fincrime professionals and technical experts
• You are passionate about Fincrime, Monzo and putting customers first
• You enjoy working efficiently in a fast-paced, high-volume environment and thrive when there’s ambiguity
• You're great at explaining processes and complex technical requirements to people
• You’re keen to get stuck in and make things happen, without waiting for someone else or always needing to delegate
• You’re comfortable working with data and using it to come up with recommendations

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

🙌 What’s in it for you

💰 £106,000 - £140,000 ➕Incentive Awards tied to your performance.

📍This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London) 

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team. 

📚 £1,000 learning budget each year to use on books, training courses and conferences.

🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. 

➕ Plus lots more! Read our full list of benefits.

🌈 The application journey has 3 key steps

• 30 min call with the recruiter
• 30 min hiring manager call
• 2 hours of technical and behavioural interviews
• 30 min final call

This process should take around 4-5  weeks - your schedule is really important to us, so we promise to be as flexible as possible! 

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out. 

#LI-REMOTE #LI-OS1

London/UK Remote | 💰£59,500 - £70,000 (depending on experience) + Incentive Awards tied to your performance + Benefits  ✨

Our Model Oversight team⭐

The second line of defence Model Oversight team (that’s us!) provides support to our colleagues in Borrowing, Fincrime & Fraud, Operations and Finance to help Monzo grow safely. We’re looking for someone (maybe you?) to help ensure the Fincrime/Fraud models we use are not only good for Monzo but what's best for our customers.

🔑You’ll play a key role by...

• Perform independent model validations of FinCrime/Fraud models using proportionate modelling techniques depending on the level of complexity applied.
• Write clear and impactful model validation reports and present the findings in relevant committees. 
• Review of any FinCrime/Fraud model changes and provide recommendations to first line teams to ensure the models remain fit for purpose. 
• Build relationships with first line of defence Fincrime/Fraud modelling teams and wider risk teams to support the embedding of the model risk framework (e.g.  good maintenance of the model inventory and adhering to issue management processes) and an understanding of model validation practices to help Monzo grow safely. 
• Support team lead in reviewing ongoing model performance monitoring to ensure the  FinCrime/Fraud models are performing within risk thresholds and providing support to the  FinCrime/Fraud model development team when further action is required.
• Supporting the broader Model Oversight team with model validation activity in other disciplines (Financial, Operational and Credit) to manage peak demand and utilising areas of specific knowledge.
• Research and learn latest modelling and validation techniques
• Support the effective operation of the Model Risk Oversight Committee as a regular attendee, contributing to the group discussion to improve model risk management.
• Support the promotion and embedding of a strong risk culture, making risk meaningful and relevant to everyone at Monzo. You will share best practice that is easy for everyone to understand.

🤩 We’d love to hear from you if… 

• You are highly motivated and energised by the idea of bringing positive impact to our customers and Monzo
• You are self-motivated and thrive in a fast-paced environment
• You have great attention to detail while keeping an eye on the big picture
• You are a great communicator, able to articulate complex problems
• You can provide effective challenge whilst building strong, respectful relationships
• You are keen to grow your knowledge in both business and technology

And, from a technical and knowledge perspective, you should have:

• Experience in developing and/or validating any of Financial Crime, Fraud, Credit, Interest Rate, Liquidity, Regulatory capital, Stress testing and/or forecasting models

• In-depth knowledge of statistical techniques for management of risks
• Experience of managing a modelling project through its full lifecycle
• Strong technical skills such as SQL or Python
• Working knowledge of machine learning models: gradient boosted trees, etc
• If possible, some understanding of some of the following:
• Customer Risk assessment controls at point of Current Account application
• Transaction Monitoring controls
• Financial Crime and Fraud Typologies
• Experience in transaction driven business or similar industry
  
  

  The Interview Process:

  Our interview process involves three main stages: 

  1. Recruiter Call (30mins)
  2. Initial Call (30 mins)
  3. Final stage x3 a take home task, role specific interview and a behavioural interview

  Our average process takes around 3-4 weeks but we will always work around your availability. 

  🙌What’s in it for you

  💰£59,500 to £70,000 (depending on experience) + Incentive Awards tied to your performance + benefits

  📍This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London)

  ⏰We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team. 

  📚£1,000 learning budget each year to use on books, training courses and conferences.

  ➕ Plus lots more! Read our full list of benefits.

  #LI-TK1  #LI-Remote

📍London, Cardiff or UK Remote | 💰£100,000-£135,000 + Benefits | Research at Monzo 

About us:

We’re here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque.

We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves.

We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.

About our Research Team: We are currently a team of around 30 individual contributors, who are embedded in collectives like Core Banking and Business Banking. We work cross functionally with Product Management, Product Design, Marketing, Brand and Engineering teams. Our research organisation is led by Katherine Vaughan, our Director of Research. Katherine reports into Vuokko Aro, Monzo’s Chief Design Officer. 

About the role..

As Senior Market Research Manager, you’ll build and lead a team of Market Researchers embedded across Monzo. While you scale the team, you’ll be hands-on in delivering the deep customer and market insights that shape our product and growth strategies. You’ll champion robust market research and scale its impact to help us make money work for everyone. While our existing team excels at understanding our current users, you will be the expert on the non-user and the wider market, bridging the gap between where we are today and where we want to grow.

What you’ll be working on

Impacting strategy 

• Partner with leadership to make sure teams are solving the right customer problems in the right ways based on market understanding.
• Deepen our understanding of Monzo’s diverse user base to make sure products resonate across different needs and behaviours.
• Lead competitive analysis and shape value propositions to tailor our brand voice for new global markets.
• Making sure your research team is working on the highest impact opportunities
• Translating market insights into commercial opportunities.
• Increase visibility of insights, making sure action is taken as a result across the organisation.

Doing market research

• Doing and enabling primary qualitative and quantitative studies to analyse competitors, macro trends, pricing, and brand perception.
• Use quantitative methods like conjoint analysis, MaxDiff, and segmentation to help us sharpen and prioritise our plans (making use of Qualtrics or partnering with Data when relevant).
• Test and refine messaging and product positioning to ensure they resonate in market.
• Effectively partnering with external agencies when needed.

Leading people  

• Building the future of the Market Research discipline at Monzo.
• Managing our first team of Market Researchers, supporting 1-3 direct reports.
• Partnering with our Research Operations team to set the standard for the tools and processes needed for our Market Research discipline.
• Continually raising the standard of market research.
• Hiring brilliant, diverse people and ensuring they are onboarded to be quickly effective.

You should apply if:

You’ve enabled product and growth strategy, ideally in a high growth org 

• You're passionate about understanding the market and finding new opportunities to innovate.

• You’ve had experience building or informing go-to-market strategies and driving  sustainable growth through strategic thinking.
• You drive projects forward through clear communication and a focus on high-impact outcomes.
  
  

You have market research expertise 

• You’ve used market research methods, including branding, advertising, and growth marketing research in a high growth product or technology organisation.

• You are able to triangulate a range of insights (brand tracking data, user insights etc) into a compelling source of truth that helps others move forward effectively.
• You are comfortable with advanced quantitative analysis techniques, such as conjoint analysis, max-diff scaling, clustering and segmentation. 
• You blend qual and quant rigorously and thoughtfully.
• You're comfortable in modern research tech stacks and can independently drive analysis from raw data if needed. 

You lead people to do their best work

• You have experience coaching non-researchers on how to effectively use market insights.
• You are an empowering manager who balances high autonomy with supportive coaching and kind, clear performance management where needed.

Even better if 

• You’ve enabled successful international expansion, you’ve helped scale a high-growth agile tech org, or you’ve worked in B2B as well as B2C.

🙌What’s in it for you

💰£100,000-£135,000 ➕share options.

✅ We can sponsor your visa. 

📍This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London)

⏰We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team. 

📚£1,000 learning budget each year to use on books, training courses and conferences.

🏡We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. 

➕ Plus lots more! Read our full list of benefits.

The Interview Process: 

Our interview process involves 3 main stages: 

1. Recruiter call (30 minutes). A video chat with Natalie who is part of our hiring team. This focuses on general suitability for Monzo. 
2. Research Leadership Ways of Working (60 minutes). You will be sent a pre-interview task by the hiring team, which you will discuss in the interview, followed by situation questions.
3. Final loop (Total 1hr 30-2 hours). Split into 2 interviews - Managing teams & People + Teamwork & Impact

Our average process takes around 2-3 weeks but we will always work around your availability.

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here. 

Equal opportunities for everyone 

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊

#LI-NH1

📍London, Cardiff or Remote (UK) | 💰£40,400 to £51,050 + Benefits 

⭐ Our Workforce Management (WFM) team

This is an excellent opportunity to step into a key Senior WFM Analyst role on a 9-month fixed-term contract. You'll report to the WFM Service Manager and be instrumental in using data-driven insights to perfectly staff our customer operations and service teams.

You will be crucial in predicting our resource needs, proactively identifying risks, and translating those findings into clear, actionable strategies for our senior leaders. You’ll be a guiding voice for leaders, constantly improving WFM processes, and collaborating closely with Operations, People, Hiring, and L&D to boost efficiency and enhance the customer experience at Monzo.

🔑 You’ll play a key role...

• Preparing clear, concise, and actionable executive-level reports and presentations on WFM performance, trends, and resource requirements for senior leadership.
• Analysing large datasets, identifying patterns and trends, and communicating key insights to stakeholders. You'll use Google Sheets and Looker to create visualisations and reports, with a basic knowledge of BigQuery being a bonus.
• Creating and reviewing shift offerings to support business growth and improve our flexible working employee rating.
• Showing the operational impact of supply and demand for potential changes to shift patterns across all required domains.
• Working closely with the forecasting, People, Operations, and WFM data teams to continuously improve schedule quality, shift offerings, and reduce errors.
• Ensuring holiday utilisation remains within budget and at expected quarterly levels, factoring in seasonality.
• Deep-diving into schedule issues to improve schedules, reduce manual amendments, and increase schedule automation per domain.
• Managing mappings, service goals, and overall Verint backend configuration and setup.
• Collaborating with the People team (for FWRs), Hiring, L&D (for New Hires), Operations (for schedules, skills, and shifts), and Forecasting for schedule accuracy.

🤩 We’d love to hear from you if…

• You have demonstrable experience in workforce management, ideally in a fast-paced, high-growth environment (e.g., technology, customer support, operations).
• You possess expertise in WFM software and tools, with Verint experience preferred.
• You have strong proficiency in Google Sheets (advanced formulas, pivot tables, and data analysis).
• You have experience presenting complex data to executive leadership and influencing decision-making through clear, strategic communication.
• You have excellent analytical skills with the ability to synthesise data, identify trends, and translate insights into actionable strategies.
• It's a bonus if you have familiarity with Looker, basic knowledge of BigQuery, or experience with scenario planning, resource modelling, and strategic capacity planning.
• You can work autonomously, manage multiple priorities, and thrive in a dynamic environment.

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

🙌 What’s in it for you

💰 £40,400 - £51,050 + Benefits 

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team. 

📚 £1,000 learning budget each year to use on books, training courses and conferences.

🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. 

➕ Plus lots more! Read our full list of benefits.

🌈 The application journey has 4 key steps

• Application Questions 
• Recruiter Call 
• Take home task
• Final stage interview (Presentation + interview questions)

This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible! 

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

#LI-REMOTE #LI-MY1

📍 Barcelona, Spain | 💰€93,500 - €126,500 + Benefits | Hear from the team ✨

⭐Our Borrowing team

Our Mission in Borrowing is to enable people's financial goals through better borrowing. Our customers look to borrow money to enable them to achieve something in their lives - whether that’s making a big life event affordable, buying something they need now without affecting their monthly budget, or getting by until payday. And we’re looking to shape this mission by building products that our customers love, whilst scaling those top revenue lines across the business safely. 

Data is crucial to the success of this mission and Borrowing Analytics Engineers are at the core of how we build, scale and re-architect our Borrowing Data Warehouse to enable Monzo to make better decisions, faster, and help serve Monzo’s customers better. 

⭐ Our Analytics Engineering team

Our Analytics Engineering discipline works in the intersection between data, engineering and our collectives - Money, Borrowing, Operations and Financial Crime and beyond. 

The AE teams are responsible for building downstream data models from backend services with the desire to make our Data Warehouse a genuine competitive advantage for Monzo. We want a discipline capable of building a reliable and scalable Data Warehouse to support decision making in a cost effective and performant manner. 

Managers within Data have two primary responsibilities; people and technical products. Your focus will be on helping engineers with their personal and professional development, listening and guiding them through hard times and celebrating their successes. You will also be leading and participating directly in technical initiatives and helping Monzo shape its Data organisation, ensuring the team focuses on valuable work, shipping things with a level of care and attention to detail.

There will be a strong focus on delivering best practice across all of our data discipline and helping bring a new level of maturity around Data Governance principles, working in collaboration with others to deliver this.

🔑 You’ll play a key role by...

Working in a multi-disciplinary team, you will:

• Be a hands on leader in building a discipline of exceptional analytics working to make Data at Monzo the gold standard within the industry.
• Nurture between 6  and 7 engineers, supporting, coaching and developing high performing engineers through regular 1:1s, continuous feedback and relationships with others.
• Aid prioritisation of initiatives and projects, working closely with other leads for each of our Monzo collectives.
• Be hands on through participating in the review cycle, architecture and design leadership and development of your own changes to the pipelines
• Be part of the hiring team within Analytics Engineering
• Work closely with other leads to deliver a scalable, consistent approach to governance and best practices.
• Drive effective project management of central Analytics Engineering projects, ensuring they’re well scoped and delivered to deadlines.
• Establish yourself as a trusted partner to various collectives and the leadership team, with the capacity for getting things done, be it either hands-on or by leading others.
• We all own and support the pipelines we contribute to, and on call support out of hours will be expected from time to time as part of this role

🤩 We’d love to hear from you if…

You have experience managing or mentoring the performance and development of high-performing engineers.

• You have strong experience in data warehousing architecture at scale
• You have experience and a passion for leading data warehousing, data visualisation, big data or ETL projects as an analyst, developer, designer or architect.
• You know what it takes to hire great engineers within the data space.
• You’re equally comfortable working hands on and leading a team.

Nice To Haves:

• Any experience working within a finance or banking environment
• Experience working in a highly regulated environment (e.g. finance, insurance, gaming, food, health care).
• Experience with any of our stack of dbt, BigQuery and Looker

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything thats listed just yet. Drop us your application, we’d love to hear from you!

🙌 What’s in it for you

💰Base salary range for this role is dependent on experience + benefits 

📍Barcelona, Spain

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team. 

📚 £1,000 learning budget each year to use on books, training courses and conferences.

🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. 

➕ Plus lots more! Read our full list of benefits.

🌈 The application journey has 3 key steps

Recruiter Screening Call

Initial Call

Final Loop (3 sessions - case study, collaboration and people leadership)

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible! 

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

For more insight into the AE team at Monzo, check out our podcast with John Azzopardi one of our Senior Leaders in AE 

#LI-AS #LI-Remote

📍 Cardiff | 🏢 3 days a week in the office. 

The Role 🚀

We’re seeking an experienced Senior Leader in Fraud and Disputes Operations to lead our teams supporting our customers across the UK and US. This is a high-impact role that extends well beyond day-to-day management, and you’ll play a key role in defining and evolving our risk strategy, enhancing our control frameworks, and improving the end-to-end customer journey. Working cross-functionally across Capital on Tap, you’ll champion continuous improvement, minimise losses, and play a critical role in upholding our reputation for operational excellence.

Key Responsibilities 👏

• Lead, coach, and develop high-performing Fraud Prevention and Disputes Investigation teams, fostering a culture of excellence and continuous improvement.
• Oversee day-to-day fraud and disputes operations, including capacity planning, scheduling, SLA management, training, and competency development.
• Ensure full compliance with UK and US regulatory requirements, scheme rules, and deadlines, staying current with evolving industry standards.
• Monitor emerging fraud trends and collaborate with second line of defence teams to implement and refine fraud and disputes strategies.
• Design and maintain robust control frameworks to minimise financial losses, manage operational risk, and act as an escalation point for complex cases.
• Leverage technology and data to optimise processes, enhance customer experience, and track KPIs/KRIs to drive performance and continuous improvement.

We’re Looking For 🔍

• An experienced financial services leader specialising in disputes and fraud, with a focus on business customers.
• An adaptable and pragmatic leader with a hands-on, solutions-driven approach to problem solving. 
• A proven track record of leading high-performing teams in fast-paced, dynamic environments.
• A subject matter expert with deep knowledge of regulatory and legal requirements, and extensive experience in risk assessment and control design and testing.
• An analytical thinker skilled in interpreting complex data and driving evidence-based decision-making.

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

Interview Process 🤝

• Stage 1: 30 minute call with a Talent Partner
• Stage 2: 60 minute interview with our Customer Operations Director
• Stage 3: 60 minute interview with our People team and a peer

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.

📍London/Cardiff/UK Remote | 💰circa £110k + Incentive Awards tied to your performance + Benefits  ✨

⭐Our Legal team

We're looking for a Senior Legal Counsel, Commercial, IP & AI to join our UK Legal team at Monzo and help us build one of the best, most innovative banks in the world. 

You will report to Monzo’s Principal Legal Counsel, Commercial, IP & AI in the UK Legal team, which forms part of our wider Legal & Board Governance Collective. 

This role will have day-to-day responsibility for advising on commercial contracts, IP & AI matters for our UK business.  You’ll lead on a wide range of legal matters with opportunities for growth in role as the business scales.

In this role, you will work at all levels in the organisation and in close partnership with a wide-range of stakeholders including our Marketing, Procurement, Third Party Risk Management, Data Protection, Security, Risk & Control and Compliance teams.  Your clients will span all collectives of Monzo’s business, from Operations to Brand and everything in between.

No two days are the same in Monzo’s Legal team. This is not your typical legal role; so we’re not looking for a typical person.

On any given day you may be advising on a sports sponsorship, or the launch of the Monzo book, or a material outsourcing agreement, or the implementation of artificial intelligence technology - you’ll need to be curious and keen to learn.

Ultimately, we’re looking for a collaborative problem-solver with exceptional technical expertise who is willing to roll up their sleeves to help deliver products and services that delight our customers, raise standards, and contribute to our mission.

If this sounds like you, then please get in touch. 

🔑You’ll play a key role by acting as a trusted legal adviser…

• Leading on commercial contracts, including:
• directly drafted and negotiated yourself; and
• supported by our experienced panel of commercial legal contractors, whose work, delegated by you, you will supervise.
• Working (as part of the UK Legal team) alongside our colleagues in our Group Commercial Legal team on:
• developing and implementing processes and procedures to increase the efficiency and scalability of commercial legal advice across Monzo, including workflows, playbooks and precedents, and the use of new technologies; and
• delivering training, sharing insights from your work, and helping educate others on commercial contracts.
• Supporting the delivery of our intellectual property strategy (including working with our external advisers on clearance searches, registrations and oppositions).
• Being a subject matter expert on AI related matters (including the regulation of and contracting for AI).
• Managing relationships with our external legal counsel and alternative legal service providers and contractors, ensuring we are optimising our legal spend for greatest impact.

🤩 We’d love to hear from you if…

• You have around 5 years plus of relevant post qualification experience (or equivalent), having ideally spent time in private practice, and/or in-house at a high-growth technology company, and/or in-house at a bank and/or other financial institution.
• You have deep experience in all aspects of contract law, and have a genuine interest in commercial contracts; it’s not just your job but something you’re proud to be a geek about.  You’re comfortable explaining the difference between contract terms (conditions, warranties, indemnities, and representations) and negotiating your way through tricky legal issues including service credits, service levels, termination rights and liability provisions, among others.
• You have some experience advising on intellectual property related matters (copyright and trade marks in particular).
• You have some experience in artificial intelligence, particularly key legal issues related to the use of generative artificial intelligence.
• You have familiarity with the use of legal technology, including generative AI systems and contract lifecycle management platforms.
• You have some experience of financial services regulation as it relates to commercial contracts (such as material outsourcings, digital operational resilience and operational continuity).
• You have some experience in the transactional elements of data protection, including negotiating data sharing agreements, data processing agreements, and standard contractual clauses.
• You are a strategic thinker, a strong communicator and a keen problem solver who can recommend solutions that balance business and risk perspectives.
• You are willing to jump in and handle a wide range of legal issues that may arise even outside your core areas of expertise in an enthusiastic, proactive, and resourceful manner, and can sensibly assess when best to engage external counsel in a cost-effective way.
• You are comfortable operating at all levels of the organisation and liaising with a variety of internal and external stakeholders.
• You enjoy horizon scanning, proactively assessing risks, and quickly identifying and independently implementing mitigating actions. 
• You have a dynamic and entrepreneurial approach and are comfortable with the ambiguity of a fast-paced and rapidly-evolving environment.
• You welcome diverse perspectives, think rigorously and critically and aren’t afraid to challenge assumptions.
• You have an open and curious mind, are passionate about the intersection of banking and technology and are excited to join us for the next stage of our journey at Monzo!

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement.

At Monzo, we’re dedicated to creating an inclusive and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply - even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you! 

PQE is a guide only.

🙌 What’s in it for you

💰c. £110,000 base salary (dependent on experience) + Incentive Awards tied to your performance + Benefits 

✅ We can sponsor visas 

📍This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London)

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team

📚Learning budget of £1,000 a year for books, training courses and conferences

🌈 The application journey has 3 key steps

• Recruiter call (potentially followed by an initial call with Principal Legal Counsel - Commercial, IP & AI)
• First stage 1 hour role specific interview
• Second stage 1 hour behavioural interview

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

#LI-DH1 #LI-REMOTE

The mission of Speechify is to make sure that reading is never a barrier to learning.

Over 50 million people use Speechify’s text-to-speech products to turn whatever they’re reading – PDFs, books, Google Docs, news articles, websites – into audio, so they can read faster, read more, and remember more. Speechify’s text-to-speech reading products include its iOS app, Android App, Mac App, Chrome Extension, and Web App. Google recently named Speechify the Chrome Extension of the Year and Apple named Speechify its 2025 Design Award winner for Inclusivity.  

Today, nearly 200 people around the globe work on Speechify in a 100% distributed setting – Speechify has no office. These include frontend and backend engineers, AI research scientists, and others from Amazon, Microsoft, and Google, leading PhD programs like Stanford, high growth startups like Stripe, Vercel, Bolt, and many founders of their own companies.

Overview

We're looking to hire for our Data side of our AI team at Speechify. This role is responsible for all aspects of data collection to support our model training operations. We are able to build high-quality datasets at petabyte-scale and low cost through a tight integration of infrastructure, engineering, and research work. We are looking for a skilled Software Engineer to join us.

What You’ll Do

• Be scrappy to find new sources of audio data and bring it into our ingestion pipeline
• Operate and extend the cloud infrastructure for our ingestion pipeline, currently running on GCP and managed with Terraform.
• Collaborate closely with our Scientists to shift the cost/throughput/quality frontier, delivering richer data at bigger scale and lower cost to power our next-generation models.
• Collaborate with others on the AI Team and Speechify Leadership to craft the AI Team’s dataset roadmap to power Speechify’s next-generation consumer and enterprise products.

An Ideal Candidate Should Have

• BS/MS/PhD in Computer Science or a related field.
• 5+ years of industry experience in software development.
• Proficiency with bash/Python scripting in Linux environments
• Proficiency in Docker and Infrastructure-as-Code concepts and professional experience with at least one major Cloud Provider (we use GCP)
• Experience with web crawlers, large-scale data processing workflows is a plus
• Ability to handle multiple tasks and adapt to changing priorities.
• Strong communication skills, both written and verbal.

What we offer

• A fast-growing environment where you can help shape the company and product.
• An entrepreneurial-minded team that supports risk, intuition, and hustle.
• A hands-off management approach so you can focus and do your best work.
• An opportunity to make a big impact in a transformative industry.
• Competitive salaries, a friendly and laid-back atmosphere, and a commitment to building a great asynchronous culture.
• Opportunity to work on a life-changing product that millions of people use.
• Build products that directly impact and support people with learning differences like dyslexia, ADD, low vision, concussions, autism, and more.
• Work in one of the fastest-growing sectors of tech, the intersection of artificial intelligence and audio.

Think you’re a good fit for this job? 

Tell us more about yourself and why you're interested in the role when you apply.
And don’t forget to include links to your portfolio and LinkedIn.

Not looking but know someone who would make a great fit? 

Refer them! 

Speechify is committed to a diverse and inclusive workplace. 

Speechify does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

📈Check out the development opportunities in the Complaints team.

📍 Cardiff | 🏢 3 days in office, 2 from home (Fully office-based for the first 3 months) 

Complaints Team 🚀
In this dynamic and challenging role, you will report to the Complaints Manager and be an integral part of a busy team, managing and resolving customer complaints across multiple channels, including telephone, email, and letter.

What You’ll Be Doing 🗃️

• Deliver friendly and helpful customer service via phone or written communication.
• Take full ownership of complaints, keeping customers informed throughout the process.
• Understand our business and products, collaborating with teams for quick service.
• Ensure complaints comply with FCA guidelines and relevant laws.
• Write clear response letters, explaining findings and educating customers on our services.
• Lead initiatives to improve complaint handling, ensuring successful implementation.

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

• Demonstrable experience handling complaints in a busy, customer-focused financial services environment.
• Experience working within FCA regulations and Financial Ombudsman Services.
• Strong verbal and written communication skills, with the ability to meet regulatory deadlines.
• A self-motivated individual that is able to work independently.
• Strong attention to detail.
• A strong work ethic with a passion for improving customer satisfaction.

Even if you don’t have all of the necessary skills, we still encourage you to apply.

Interview Process 🤝

• Stage 1: First stage: 30-minute intro and values call with Talent Partner (Video call).
• Stage 2: Second stage: Task to be completed prior to a one hour in-person interview. 
• Stage 3: Informal conversation with our Customer Operations Director.

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.

📍London/Cardiff/UK Remote | 💰circa £100,000 + Incentive Awards tied to your performance + Benefits | Hear from the team ✨

⭐Our Legal team

We’re looking for a Senior Legal Counsel to join our team at Monzo, to help us build one of the best, most innovative banks in the world. You will report to Monzo’s Director of Legal Payments & Business Banking, be part of the Legal and Board Governance Collective, and work with a team of product lawyers to give first rate legal advice and support to Monzo’s Product Collective, including areas like business banking and merchant payments. 

In this role, you’ll work closely with Monzo’s product collectives to build and deliver business banking and merchant payment products, and support the team in making money work for everyone. You’ll work at all levels in the organisation and with a wide-range of stakeholders from Product Managers and Designers, to Operations professionals and Software Engineers, and Risk and Compliance. You will be the ‘go to’ for all things legal and regulatory, and an important part of a team trying to improve our customers’ financial lives. 

🔑You’ll play a key role by…

• You’ll work directly with senior lawyers, product managers and engineers to provide legal advice and commercial insights to develop and grow Monzo Bank in the UK. 
• In particular, you will: 
• Partner with product managers to advise on legal matters relating to business banking and merchant payments (including issues relevant to providing our services to SMEs) and advise on the legal and regulatory requirements for a growing bank.
• Support Monzo with the operational and product changes needed to offer point of sale (POS) and online card payment acceptance to our business banking customers. 
• Help to develop efficient ways of working to enable Monzo to scale quickly, and ensuring Monzo operates safely and in accordance with the law and regulation.
• Provide training and knowledge sharing with other Monzonauts on the impact of laws and regulations on Monzo or our customers.
• Often act as the sole lawyer advising product managers or other colleagues (with support behind the scenes from more senior lawyers) and therefore act autonomously, take ownership of matters, identifying legal issues proactively, evaluating relevant risks and finding effective solutions to unique and complex business activities. 
• You’ll work closely and collaboratively with Monzo’s Director of Legal Payments & Business Banking, General Counsel of Monzo Bank Limited and the other members of the UK Legal team to provide legal advice and commercial insights to Product teams.
• You’ll be a trusted advisor and will work proactively and collaboratively with other relevant stakeholders and teams across the Monzo Group, including the Product, Risk & Compliance, Supplier Operations, Financial Crime, Fraud, and Operations teams.
• You’ll work with Monzo’s Director of Legal Payments & Business Banking, other lawyers and compliance to identify legal and regulatory risks relating to existing and new products, ensure robust challenge and scrutiny of product changes as they go through Monzo’s governance process and to ensure that the businesses you support respond appropriately to new and changed legal and regulatory requirements. 
• You’ll support Monzo’s global product development work by coordinating the legal review of products by collaborating with legal teams in the EU and US to identify local legal and regulatory requirements.
• You’ll work with colleagues across the Legal and Board Governance collective to improve the management of the activities of the legal team, including through identifying suitable technology solutions to streamline workflows, optimise processes and work efficiencies, and increase scalability.
• You’ll proactively manage relationships with external suppliers and law firms to enhance processes around cost management to ensure we are optimising our spend and extracting best value while delivering top-quality legal support. 

🤩 We’d love to hear from you if…

• You are a technically excellent lawyer with a minimum of 5 years of relevant post-qualification experience working in the banking and finance sector. 
• You have a strong background advising on commercial and regulatory issues relating to banking products with specific knowledge and experience evidenced in business banking (including company law and insolvency aspects) and merchant acquiring. 
• You are a strong communicator who can provide clear, precise, and practical legal advice, effectively articulating what is relevant and important in a concise manner. 
• You can take a position on key issues, present persuasive recommendations, and constructively drive consensus among senior stakeholders.
• You have excellent organisational skills and attention to detail, with the ability to prioritise and work effectively and independently under tight deadlines across multiple projects.
• You are a team player and a keen problem solver, skilled at assessing risk and recommending solutions that balance commercial and risk considerations. You think ahead, anticipate relevant challenges, understand the commercial objectives of the teams you support, set clear objectives, and find effective solutions. 
• You are proactive, take initiative to broaden your knowledge, and are passionate about the intersection of banking and technology and the transformation unfolding in consumer finance. You are excited to work in a fast-paced environment and to join us for the next stage of our journey at Monzo!

🌈 The application journey has 3 key steps

• Recruiter call
• Initial call 
• Full loop: 
• Role specific interview
• Behavioural interview

🙌 What’s in it for you

💰 circa £100,000 & benefits 

✈️ We can help you relocate to the UK

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.

📚 Learning budget of £1,000 a year for books, training courses and conferences

➕ And much more, see our full list of benefits here

#LI-DH1 #LI-REMOTE

📍 London/Cardiff/UK Remote | 💰£120,000-£175,000 + Benefits  ✨

Our Work Force Management team ⭐

Customer Operations at Monzo is evolving into a real-time control system.

We’re moving away from traditional, headcount-driven service models toward a hybrid human + AI system, where automation handles a growing share of customer demand and human expertise is applied where it matters most.

In this world, operations is no longer about scheduling people — it’s about continuously matching demand and capacity in real time, across humans and machines, to deliver consistently great service at sustainable cost.

This role sits at the centre of that transformation.

You’ll design and operate the system that ensures every customer problem is resolved within SLA, while balancing customer experience, cost, and operational resilience — at scale.

You’ll work across Operations, Data, ML, Product, and Finance to build a closed-loop system that connects forecasting, planning, routing, and real-time intervention — and continuously improves over time.

This is not a traditional Workforce Management role.

It’s closer to running a logistics network, marketplace, or real-time service system.

🔑 You’ll play a key role by…

• Owning service performance and SLA delivery across Customer Operations - accountable for outcomes, not just inputs
• Designing and operating a closed-loop system that connects forecasting, scheduling, routing, and real-time intervention - continuously improving performance through feedback and learning
• Building and running a hybrid workforce model (Human + AI) - treating AI and automation as first-class workforce components with their own capacity, performance, and failure modes
• Leading demand forecasting and capacity planning, translating complex data into clear, actionable strategies for staffing and system design
• Running real-time performance systems - monitoring queues, identifying risks, and leading interventions when SLAs are at risk
• Shaping demand in real time through routing, prioritisation, and AI/human channel decisions to protect SLA and optimise system performance
• Developing playbooks for operational resilience, including demand spikes, automation failures, and unexpected changes in customer behaviour
• Evolving Workforce Management from scheduling to orchestration — building a system-level capability that scales with automation and complexity
• Partnering cross-functionally with Ops, Data/ML, Product, and Finance to align service performance, cost, and scaling strategy

🤩 We’d love to hear from you if…

• You’ve operated large-scale, real-time supply/demand systems (e.g. marketplaces, logistics networks, or service operations at scale)
• You’ve been directly accountable for service levels or SLAs in high-stakes, real-time environments
• You have strong operator instincts — able to make fast, high-quality decisions under pressure, balancing customer experience, cost, and risk
• You’re highly data fluent - comfortable working with forecasting models, metrics (e.g. MAPE, RMSE), and understanding how ML systems impact operational performance
• You can translate model outputs into real-world decisions, not just analysis
• You’re a builder-leader, experienced in creating teams, systems, and processes from scratch that scale across regions and time zones
• You’re excited by the challenge of orchestrating human + AI systems as a single workforce
• You can influence senior stakeholders across technical and operational domains, and drive alignment in complex environments

⚠️ What this role is (and isn’t)

• This is a system-level operations role, not a traditional scheduling or contact centre WFM position
• You’ll be accountable for outcomes (SLA, cost, resilience) — not just plans or processes
• You’ll operate in a real-time, high-stakes environment, where decisions have immediate customer and business impact

🙌 What’s in it for you

💰 £120,000-£175,000 + Benefits 

✈️ We’ll help you relocate to the UK 

✅ We can sponsor your visa.

📍This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London) 

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team. 

📚 £1,000 learning budget each year to use on books, training courses and conferences.

🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. 

➕ Plus lots more! Read our full list of benefits.

Interview Process

Our interview process involves 3 main stages. We promise not to ask you any brain teasers or trick questions!

• 30 minute recruiter call
• 45 minute call with hiring manager
• 3 x 1-hour video calls with various team members

Our average process takes around 3-4 weeks but we will always work around your availability. 

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

#LI-AE1 #LI-REMOTE

📍 Cardiff | 🏢 2 days per week in the office 

Customer Service / Customer Operations 🚀
Customer Operations is the beating heart of Capital on Tap, making sure everything runs smoothly for our customers. Customer Service is at the frontline of Customer Operations - the first people our customers talk to when they need help and the face of the business.

What You’ll Be Doing 🗃️

• Owning the end to end strategy for training our frontline Customer Service Advisors - who work 24/7 in our Cardiff office
• Design and deliver blended learning programmes across our voice, chat and email teams
• Delivering training across onboarding, skills development, quality improvement and leadership pathways
• Rebuild our onboarding journey in Customer Service so we set our advisors up for success from day one
• Develop and manage an internal talent pipeline - identifying high potential advisors and create pathways for them into Team Leader and Ops Manager roles 
• Work closely with the Head of Customer Service and Operations Managers to identify performance gaps and areas for development
• Introduce modern, scalable learning methods — moving beyond classroom-only sessions to accommodate 24/7 shift patterns, diverse learning styles and a growing team

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

• Proven background in training and learning, in a contact centre and financial services (FCA regulated) environment 
• Track record of designing and delivering blended learning solutions at scale
• Hands-on - this role will eventually manage a team of trainers, but initially it’ll be very hands-on and you will be delivering some training yourself
• Strong understanding of learning principles, instructional design methodologies, and training evaluation techniques
• Experience with leadership development, able to build and support ongoing leadership team growth.

Interview Process 🤝

• Stage 1: 30 minute intro call with a Talent Partner
• Stage 2: 60 minute interview 2x Operations Manager
• Stage 3: 60 minute interview with Head of Customer Services and a People Partner

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.

📍 Cardiff | 🏢 2 days per week in the office 

Talent / People and Talent 🚀
The Talent team builds the future of the company by supporting the business and hiring managers to find the best talent to help Capital on Tap grow. This role will be supporting our Customer Operations department - the heart of Capital on Tap, making sure everything runs smoothly for our customers. Whether that’s on the frontline with Customer Service or in the background with Fraud and Financial Crime and everything in between. You'll be taking briefs from hiring managers, sourcing the very best candidates and provide a great candidate experience along the way. 

What You’ll Be Doing 🗃️

• Owning and driving end-to-end recruitment processes
• Proactively sourcing candidates through various channels, including our CRM, Job Boards, LinkedIn, and WTTJ
• Providing a great candidate experience from application to offer
• Using data to inform and advise your hiring managers and iterate processes
• Being a DE&I champion, educating hiring managers, and helping us attract a diverse pool of candidates
• Keeping our ATS (Greenhouse) up to date and following best practices
• Building strong relationships across the business to understand hiring needs, priorities, and pain points

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

• Experience in an in-house Talent Team
• Proven experience in sourcing candidates through various channels
• Familiarity with Applicant Tracking Systems
• Strong organisational and time management skills with the ability to prioritise tasks effectively
• Proactive approach to problem-solving and the ability to take ownership of tasks
• Ability to influence key stakeholders and decision-makers 
• High levels of emotional intelligence and the ability to work well with a wide range of people

Interview Process 🤝

• Stage 1: 30 minute intro call with a Senior Talent Partner
• Stage 2: 60 minute interview, including a pre-prepared case study
• Stage 3: 90 minute interview with stakeholders and the People team

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.

📍London or UK Remote | 💰£110,000 - £125,000 + Stock Options + Benefits | Hear from the team ✨

⭐Our Design team

We’re a team of 100+ designers, researchers, and brand experts led by Chief Design Officer Vuokko Aro. We’re on a mission to make money work for everyone. Product Design makes up almost half of our design disciplines, working in tight-knit squads alongside research, product, and engineering to solve real customer problems at scale.

We design for the "magic moments"

We’ve built a bank that feels human, not just functional. Our product is our personality. We blend research, empathy, and craft to turn everyday interactions into memorable experiences.

Right now, we’re growing fast and looking for passionate designers to shape Monzo’s future and there’s a huge opportunity to make your mark.

The Operations Collective is where we design how help and customer support works at Monzo. We think holistically about the experience of getting support as a customer, and how that connects to the systems, tools, and people behind the scenes.

We’re focused on delivering effortless, tech-led support experiences that can scale as Monzo grows. That means understanding customer problems deeply, preventing support needs where possible, solving issues at their source within the product, and designing seamless journeys whether customers self-serve or speak to a customer support agent. 

AI and automation play a central role, empowering customers to resolve simpler issues independently, and equipping our operations teams with intelligent tools to handle more complex cases with confidence and speed. We design across the full ecosystem: customer journeys, internal platforms, routing, and the foundations that enable us to scale safely.

There’s a real opportunity to shape how help works across Monzo, end to end. 

🔑You’ll play a key role by...

• Embedding the long-term design vision for support experiences at Monzo, shaping how customer-facing journeys, internal systems, and human service connect into one coherent ecosystem.
• Leading large, end-to-end design initiatives across ambiguous problem spaces, spanning AI-enabled help experiences, internal tooling, and operational workflows.
• Designing with a service mindset, understanding what happens beyond the interface and shaping the real-world impact of your design decisions.
• Designing across touchpoints; from the app, to the phone, to human support.
• Navigating tradeoffs and guiding strategic decisions in an opinionated way.
• Coaching the other Ops Collective designers by helping them to embed the vision in their work, running design crits and supporting them to shape their work. 
• Continuing to raise the bar for design craft and product excellence at Monzo, ensuring your work is a benchmark for quality and innovation across the organisation and our industry.
• Partnering with cross-functional leaders to define and execute product strategies that translate into actionable plans you help build and ship.
• Proactively addressing systemic challenges, reducing complexity, and creating better conditions for teams to deliver impactful work.
• Acting as a visible ambassador for Design, sharing your work and its impact across the company to maintain Design’s place at the heart of Monzo.
• Mentoring and levelling up designers across the discipline, fostering a culture of growth, collaboration, and belonging.

🤩 We’d love to hear from you if…

• You’re an expert in your craft, with deep expertise in a specific design discipline and strong foundational skills across all areas of product design.
• You’re comfortable designing for AI and automation-enabled environments, and excited by the opportunities AI creates to rethink how services operate.
• You have experience working on complex service ecosystems, where digital products connect to real-world operations, people, or logistics.
• You’re passionate about improving how humans and technology work together, creating experiences that feel seamless to customers and empowering to the teams delivering support.
• You have a proven track record of delivering high-impact design work that drives customer outcomes, influences company metrics, and achieves commercial goals.
• You’ll have excellent visual, UI and interaction skills, and the ability to think through complex interaction design. 
• You thrive in ambiguity, leading teams to deliver in complex, fast-changing environments while maintaining a high bar for quality.
• You’re a strategic thinker who can shape product direction across multiple areas and translate organisational goals into clear, actionable plans.
• You’re a natural collaborator, skilled at working cross-functionally to improve ways of working and deliver greater value for customers and the business.
• You’re passionate about growing and shaping the Design team, whether through hiring, onboarding, or creating resources that scale your impact across the organisation.
• You’re pragmatic and proactive, always looking for ways to improve Design’s impact at Monzo while balancing the need to “get the job done”.

🙌What’s in it for you

💰£110,000 - £125,000 + Stock Options

✈️ We’ll help you relocate to the UK.

✅ We can sponsor your visa.

📍This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London).

⏰We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.

📚£1,000 learning budget each year to use on books, training courses and conferences.

🏡We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.

➕ Plus lots more!

🌈 The application journey has 3 key steps

• 30-minute call with our Recruiter, Tom
• 1-hour craft interview where you’ll present a single case study to 2 members of our Design team. 
• 2 x 45-minute interviews covering Leadership & Values and Strategy & Impact. 

This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out. 

#LI-TR1

#LI-Remote

📍London / UK Remote | 💰 Engineer III £78,000 - £110,000 + Incentive Awards tied to your performance + Benefits | Technology - Engineering |  

About our Engineering Teams:

We have around 400 engineers across Monzo who design and build our in-house banking platform. We have big ambitions for the future, and technology plays a big role in creating a bank our customers want, so engineers at Monzo collaborate across disciplines to solve interesting challenges throughout the company.

These range from the products our customers use everyday to underlying infrastructure, security, payments and finance, customer operations, financial crime, and data, to name just a few areas. As a bank, there is scope for impact across a huge number of opportunities.

We contribute to open source software as much as possible. Our blog is a good place to learn even more about what we do!

Your day-to-day   

This role is all about collaborating with your team to make a difference to your customers. As a backend engineer you’ll work in a squad alongside other disciplines like product managers, marketers, user researchers, designers, mobile engineers, web engineers, data analysts, business analysts, writers and more! 

Together you'll build and support a particular part of Monzo. Our squads belong to our wider collectives (a word we use to describe self-governing business units of ~100 people). They are: Core Banking, Business Banking, Wealth, Borrowing, Growth, Payments, Platform, Fincrime, Security & Expansion. All of our collectives are doing innovative work, many of which have machine learning and AI at the forefront- from fighting financial crime to building smarter financial tools - and you may have the opportunity to join a collective that gives you direct exposure to this exciting space.

They’re all looking for additional Backend Engineers right now, we do a standard interview process across all our collectives and at the end we will find the best match for you based on your skills, experience, preferences and aligning with the business need! 

Our backend engineers have a variety of different backgrounds. As long as you enjoy learning new things, we’d love to talk to you. We do not ask for formal qualifications or degree requirements for any of our engineering roles.

How we work 💻:

Locations & Flexible Working : 

Our main tech hub is in London, but our engineers live everywhere in the UK— from Brighton to the Western Isles.

We value meeting in person but there’s no pressure to come into the office, even if you're nearby. We believe you'll do your best work if you are where you want to be. If you live outside of London and we ask you to come into the office, Monzo will support you with the costs. ✨

Our offices are naturally social, especially Tuesdays, Wednesdays and Thursdays, which happen to line up with our twice-weekly Monzo lunches & treat Thursdays 🍽️. Teams also schedule time together often for work and play – in or around the office, or online.

Set up a work schedule that delivers impact and fits your life.

At Monzo, we value connections, flexibility, and wellbeing. We keep our meetings during core hours to stay connected and believe in maintaining work/life balance. 
You’ll be empowered to manage your work in a way that suits you and your team, giving you the freedom for children drop-offs and pick-ups, walking your dog or adventurous cat, avoiding peak commuting times or gym slots, appointments, or supporting your family in an emergency. 🕒✨

Work the way that works for you with Monzo! 💼

You should apply if:

• you have strong experience working on the backend of a technology product
• you want to be involved in building a product that you (and the people you know) use every day
• you have a product mindset: you care about customer outcomes and you want to make data-informed decisions
• you’re comfortable working in a team that deals with ambiguity
• you’re interested in distributed systems and writing resilient software
• you have some experience with strongly-typed languages (Go, Java, C, Scala etc.).
• you think you’d enjoy the kind of work we’re doing

We're on the look out for L40 Engineers at the moment, you can read more in our Engineering Progression Framework you will be interviewed across the whole framework, so if you're not sure what level you're aiming for chat to your recruiter! 

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything thats listed just yet. Drop us your application, we’d love to hear from you!

What you’ll be working on: 

We hire very technically agnostic so whilst we use the below technologies we do not expect prior knowledge, you will be fully supported in our organised onboarding to get up to speed in the below: 

• Go to write our application code (there’s an excellent interactive Go tutorial here)
• Cassandra for most persistent data storage
• Kafka for our asynchronous message queue
• Kubernetes and Docker to schedule and run our services 
• Envoy Proxy for RPC
• AWS for most of our production infrastructure and GCP for most of our data infrastructure
• React for our public web apps and internal tools
• We also have physical datacenters with actual cables to connect to various third parties

The Interview Process:

Our interview process involves three main stages: 

1. Initial Call 
2. Take home task or pair coding exercise 
3. Final interview: including a system design and a behavioural interview 

Our average process takes around 4 weeks but we will always work around your availability. 

One of our engineers has written a detailed blog on their experience through this process, for extra details, hints and tips please see here.

What’s in it for you:

💰 £78,000 - £110,000 base salary➕ plus stock options 

✈️We can help you relocate to the UK 

✅We can sponsor visas.

📍This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London).

⏰We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.

📚Learning budget of £1,000 a year for books, training courses and conferences

➕And much more, see our full list of benefits here 

We're usually always hiring for Backend Engineers, so there's no closing date for this job.

#LI-Remote

#LI-HJ1

📍London / UK Remote | 💰 Senior Engineer (L50) £95,000 - £130,000 + Incentive Awards tied to your performance + Benefits | Technology - Engineering  

About our Engineering Teams:

We have around 400 engineers across Monzo who design and build our in-house banking platform. We have big ambitions for the future, and technology plays a big role in creating a bank our customers want, so engineers at Monzo collaborate across disciplines to solve interesting challenges throughout the company.

These range from the products our customers use everyday to underlying infrastructure, security, payments and finance, customer operations, financial crime, and data, to name just a few areas. As a bank, there is scope for impact across a huge number of opportunities.

We contribute to open source software as much as possible. Our blog is a good place to learn even more about what we do!

Your day-to-day   

This role is all about collaborating with your team to make a difference to your customers. As a backend engineer you’ll work in a squad alongside other disciplines like product managers, marketers, user researchers, designers, mobile engineers, web engineers, data analysts, business analysts, writers and more! 

Together you'll build and support a particular part of Monzo. Our squads belong to our wider collectives (a word we use to describe self-governing business units of ~100 people). They are: Core Banking, Business Banking, Wealth, Borrowing, Growth, Payments, Platform, Fincrime, Security & Expansion. All of our collectives are doing innovative work, many of which have machine learning and AI at the forefront- from fighting financial crime to building smarter financial tools - and you may have the opportunity to join a collective that gives you direct exposure to this exciting space.

They’re all looking for additional Backend Engineers right now, we do a standard interview process across all our collectives and at the end we will find the best match for you based on your skills, experience, preferences and aligning with the business need! 

Our backend engineers have a variety of different backgrounds. As long as you enjoy learning new things, we’d love to talk to you. We do not ask for formal qualifications or degree requirements for any of our engineering roles.

How we work 💻

Locations & Flexible Working: 

Our main tech hub is in London, but our engineers live everywhere in the UK— from Brighton to the Western Isles. 

We value meeting in person but there’s no pressure to come into the office, even if you're nearby. We believe you'll do your best work if you are where you want to be. If you live outside of London and we ask you to come into the office, Monzo will support you with the costs. ✨

Our offices are naturally social, especially Tuesdays, Wednesdays and Thursdays, which happen to line up with our twice-weekly Monzo lunches & treat Thursdays 🍽️. Teams also schedule time together often for work and play – in or around the office, or online.

Set up a work schedule that delivers impact and fits your life:

At Monzo, we value connections, flexibility, and wellbeing. We keep our meetings during core hours to stay connected and believe in maintaining work/life balance. 

You’ll be empowered to manage your work in a way that suits you and your team, giving you the freedom for children drop-offs and pick-ups, walking your dog or adventurous cat, avoiding peak commuting times or gym slots, appointments, or supporting your family in an emergency. 🕒✨

Work the way that works for you with Monzo! 💼

You should apply if:

• you have strong experience working on the backend of a technology product
• you want to be involved in building a product that you (and the people you know) use every day
• you have a product mindset: you care about customer outcomes and you want to make data-informed decisions
• you’re comfortable working in a team that deals with ambiguity
• you’re interested in distributed systems and writing resilient software
• you have some experience with strongly-typed languages (Go, Java, C, Scala etc.).
• you think you’d enjoy the kind of work we’re doing

We're on the look out for L50 Engineers at the moment, you can read more in our Engineering Progression Framework - we will interview you across the whole frame work, so if you are not sure what level you are aiming for please chat to your recruiters! 

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything thats listed just yet. Drop us your application, we’d love to hear from you!

What you’ll be working on: 

We hire very technically agnostic so whilst we use the below technologies we do not expect prior knowledge, you will be fully supported in our organised onboarding to get up to speed in the below: 

• Go to write our application code (there’s an excellent interactive Go tutorial here)
• Cassandra for most persistent data storage
• Kafka for our asynchronous message queue
• Kubernetes and Docker to schedule and run our services 
• Envoy Proxy for RPC
• AWS for most of our production infrastructure and GCP for most of our data infrastructure
• React for our public web apps and internal tools
• We also have physical datacenters with actual cables to connect to various third parties

The Interview Process:

Our interview process involves three main stages: 

1. Initial Call 
2. Take home task or pair coding exercise 
3. Final interview: including a system design and a behavioural interview 

Our average process takes around 4 weeks but we will always work around your availability. 

One of our engineers has written a detailed blog on their experience through this process, for extra details, hints and tips please see here.

What’s in it for you:

💰 £95,000 - £130,000 base salary + Incentive Awards tied to your performance

✈️We can help you relocate to the UK 

✅We can sponsor visas.

📍This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London).

⏰We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.

📚Learning budget of £1,000 a year for books, training courses and conferences

➕And much more, see our full list of benefits here 

We're usually always hiring for Backend Engineers, so there's no closing date for this job.

#LI-Remote

#LI-HJ1

📍 Cardiff | 🏢 3 days per week in the office 

Support Services/Customer Operations 🚀
As a Training and Onboarding Specialist, your mission is two-fold: to design and deliver best-in-class onboarding programs for new hires, and to ensure the continuous upskilling of our existing Customer Operations team. You will create engaging training materials and lead sessions on new products, processes, and systems. This role also involves the critical task of creating, maintaining, and updating shared knowledge and departmental documentation, ensuring our frontline teams are supported with accurate, timely, and compliant information that is the foundation for all training efforts.

What You’ll Be Doing 🗃️

• Develop, and implement unified onboarding programs for all new hires across Customer Operations to ensure they are equipped with the foundational knowledge and skills required for their roles.
• Develop, deliver, and facilitate engaging and impactful training sessions and workshops for the existing team on new products, processes, systems, and compliance updates to drive continuous upskilling and development of colleagues.
• Collaborate closely with cross-functional Subject Matter Experts (SMEs) to identify training needs and translate complex operational procedures into clear, accessible, and compliant training materials.
• Manage the end-to-end content lifecycle of all training materials, shared knowledge assets, and departmental documentation, ensuring they are accurate, up-to-date, and serve as the single source of truth for the Customer Operations team.
• Maintain strict documentation and sign-off protocols for all training and operational assets to ensure full compliance with internal regulations.
• Evaluate the effectiveness of training and onboarding programs using performance metrics, feedback, and assessments to drive continuous improvement and ensure the "operational readiness" of frontline colleagues.
• Have flexibility in shift times to ensure that there is full coverage for training delivery and front line support duties

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

• Proven experience in a Learning & Development or Real-Time Coaching role within a fast-paced Customer Operations environment.
• Exceptional ability to simplify complex internal processes into clear, engaging, and compliant training materials.
• Highly organised with a proven ability to manage multiple document updates and stakeholder sign-offs simultaneously while adhering to strict timelines.
• A track record of supporting teams through transitions, such as new product launches or system changes, through effective information sharing and clear training sessions.
• Ability to build relationships across multiple stakeholders to ensure the best quality service is delivered.
• Excellent communication skills, capable of delivering complex information clearly and concisely to frontline staff and senior leaders.
• Experience utilising performance and feedback metrics to evaluate training effectiveness and drive continuous program improvement.

Interview Process 🤝

• Stage 1: 30 minute values and intro call with a Talent Partner
• Stage 2: 60 minute competency based interview with the Training and Onboarding Manager

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.

📍 Cardiff | 🏢 3 days per week in the office

Quality Assurance/Customer Operations 🚀
Our QA team is responsible for assessing the quality of the work that’s happening across Customer Operations. You’ll look at deep-dive technical audits of complex investigative cases and operational tasks. You’ll also deliver feedback to people across the business and give them development points to help ensure our customer experience remains fantastic!

What You’ll Be Doing 🗃️

We are looking for analytical specialists who can bring deep subject matter expertise to our control environment. In particular, we are looking for someone with expertise in Disputes & Transaction Claims. You’ll have a technical understanding of Card Scheme rules (Visa/Mastercard), and you know how to audit Transaction Disputes (APP scams, Chargebacks, and Section 75 claims) to ensure a fair and evidenced outcome.

• Holistic Case & Task Auditing: Conducting technical audits of end-to-end Transaction Dispute cases, alongside customer interactions to ensure full compliance with regulatory standards and internal risk appetite.
• SLA & Quality Oversight: Monitoring and assessing adherence to Service Level Agreements (SLAs) to ensure timely risk mitigation without compromising the depth or accuracy of investigations.
• Advanced Risk Identification: Proactively identifying emerging risks, procedural gaps, or "near-misses" within case handlings and escalating significant findings to senior stakeholders.
• Monthly MI & Reporting: Developing comprehensive Monthly Management Information (MI) reports that translate audit data into actionable business insights.
• Trend Analysis & Feedback: Identifying systemic trends and root causes across the department to provide strategic feedback that shapes training, policy updates, and operational processes.

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

We want someone who’s passionate about doing right by customers and helping others be their best. You will be:

• Experienced Investigator: You bring a solid background in Disputes & Transaction Claims. 
• Regulatory Mindset: You understand that a "great outcome" is an investigation that is technically accurate, fully documented, and compliant with FCA expectations and Consumer Duty.
• Confident Communicator: You are skilled at delivering constructive, evidence-based feedback. You can explain complex regulatory requirements to analysts and stakeholders in a way that drives performance and technical growth.
• Analytical & Detail-Oriented: You are familiar with Quality Assurance frameworks or able to transition naturally from deep-dive investigative work to QA responsibilities. You don't just "check" a task; you audit the decision-making process behind it.
• Objective: You possess the "investigative curiosity" needed to spot what isn't there. You can remain objective when reviewing high-pressure tasks and SLAs, ensuring quality is never sacrificed for speed.

Interview Process 🤝

• Stage 1: 30 minute intro and values call with a Talent Partner
• Stage 2: 45 minute interview with a QA Team Lead and Outcome Testing Manager
• Stage 3: 30 minute interview with the Head of Customer Insights

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.

📍 Cardiff | 🏢 3 days per week in the office

Quality Assurance/Customer Operations 🚀
Our QA team is responsible for assessing the quality of the work that’s happening across Customer Operations. You’ll look at deep-dive technical audits of complex investigative cases and operational tasks. You’ll also deliver feedback to people across the business and give them development points to help ensure our customer experience remains fantastic!

What You’ll Be Doing 🗃️

We are looking for analytical specialists who can bring deep subject matter expertise to our control environment. In particular, we are looking for someone with expertise in Financial Crime & AML: You have experience auditing or investigating AML alerts, KYC/EDD files, and Sanctions screening, with a firm grasp of the Proceeds of Crime Act (POCA) and suspicious activity reporting (SAR).

Your mission is to ensure that every alert and SAR (Suspicious Activity Report) is handled with the highest level of integrity and technical accuracy. You will ensure our outcomes align strictly with FCA regulatory standards and the Proceeds of Crime Act (POCA).

• Holistic Case & Task Auditing: Conducting technical audits of end-to-end financial crime cases, alongside customer interactions to ensure full compliance with regulatory standards and internal risk appetite.
• SLA & Quality Oversight: Monitoring and assessing adherence to Service Level Agreements (SLAs) to ensure timely risk mitigation without compromising the depth or accuracy of investigations.
• Advanced Risk Identification: Proactively identifying emerging risks, procedural gaps, or "near-misses" within case handlings and escalating significant findings to senior stakeholders.
• Monthly MI & Reporting: Developing comprehensive Monthly Management Information (MI) reports that translate audit data into actionable business insights.
• Trend Analysis & Feedback: Identifying systemic trends and root causes across the department to provide strategic feedback that shapes training, policy updates, and operational processes.

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

We want someone who’s passionate about doing right by customers and helping others be their best. You will be:

• Experienced Investigator: You bring a solid background in Financial Crime, AML and KYC. 
• Regulatory Mindset: You understand that a "great outcome" in FinCrime means an investigation that is technically accurate, fully documented, and compliant with FCA expectations, Consumer Duty  and the Proceeds of Crime Act (POCA).
• Confident Communicator: You are skilled at delivering constructive, evidence-based feedback. You can explain complex regulatory requirements to analysts and stakeholders in a way that drives performance and technical growth.
• Analytical & Detail-Oriented: You are familiar with Quality Assurance frameworks or able to transition naturally from deep-dive investigative work to QA responsibilities. You don't just "check" a task; you audit the decision-making process behind it.
• Objective: You possess the "investigative curiosity" needed to spot what isn't there. You can remain objective when reviewing high-pressure tasks and SLAs, ensuring quality is never sacrificed for speed.

Interview Process 🤝

• Stage 1: 30 minute intro and values call with a Talent Partner
• Stage 2: 45 minute interview with a QA Team Lead and Outcome Testing Manager
• Stage 3: 30 minute interview with the Head of Customer Insights

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.

📍 Cardiff | 🏢 3 days a week in the office

Financial Crime / Customer Operations 🚀

The Financial Crime team consists of 70 people globally. The team is responsible for ensuring that Capital on Tap meets its regulatory obligations in relation to all things AML and CTF. 

What You’ll Be Doing 🗃️

As a Customer Due Diligence (CDD) Analyst, you will be responsible for ensuring the integrity of our ongoing customer reviews. You will:

• Perform ongoing due diligence on SME customers in both the UK and US, focusing on maintaining accurate and up-to-date Know Your Business (KYB) records.

• Review and verify beneficial ownership structures, ensuring all individuals with significant control are identified and recorded accurately within our systems.

• Assess the nature of business for existing customers to ensure their activities remain within Capital on Tap's risk appetite and regulatory standards.

• Complete transaction monitoring checks to identify unusual patterns or activity, ensuring any potential risks are escalated or mitigated promptly.

• Engage directly with customers when necessary to clarify ownership details, business activities, or to request updated documentation.

• Make sound, risk-based decisions based on updated information, providing clear and documented rationale for all review outcomes.

• Collaborate with the wider FinCrime team to share insights on emerging trends and contribute to the enhancement of ongoing review processes.

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

• Experience in financial crime roles, specifically with customer due diligence (CDD) or ongoing monitoring responsibilities for SME corporate customers.

• Strong understanding of KYB and CDD regulatory requirements across both UK and US jurisdictions.

• Proven ability to analyse and record ownership and control structures accurately.

• Experience in transaction monitoring and the ability to identify red flags or suspicious activity.

• Strong analytical and investigative skills with high attention to detail in documenting findings.

• Confident communicator, capable of interacting with internal stakeholders and external customers to resolve queries.

• Ability to work efficiently in a high-volume, fast-paced environment while maintaining high quality standards. 

📈Check out the development opportunities in the Financial Crime team.

Interview Process 🤝

• Stage 1: 30 minute call with a Talent Partner
• Stage 2: 30 minute take home test to be completed in your own time
• Stage 3: 60 minute interview in person with 2 of our Team Leaders in Financial Crime

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.