Service Analyst, Workforce Management, 9 Months Fixed Term Contract

📍 London, Cardiff or Remote in the UK | 💰 £32,900 to £41,675 + Benefits

🚀 Our Workforce Management Team:

The Workforce Management team is essential to the success of our Customer Operations. We are responsible for ensuring we have the right people in the right place at the right time to support our customers.

As a Service Analyst, you'll be instrumental in optimising service delivery and ensuring efficient staffing for customer operations within your specific domain. Your role will involve managing real-time customer demand and performance, identifying trends, and collaborating to maintain high service levels. In a constantly evolving environment, your proactive approach and adaptability to change will be crucial to enhancing operational efficiency and customer satisfaction within your domain.

You’ll play a key role providing…

• You'll analyse datasets specific to your domain, identifying patterns and trends related to service performance. You will also proactively identify trends that might affect performance in your domain.
• You'll work within your allocated domain to continuously strive for improved SLAs and identify seasonality trends that might affect performance. You'll regularly evaluate service processes and make adjustments and enhancements to improve results.
• You'll work closely with Operations, Product, Risk teams, Change partners, and domain analysts to deliver accurate service insights and support. You will build and maintain good relationships with Team Managers and Operations Managers to ensure they are supported with intra-day needs. You'll also collaborate with WFM Analyst and Forecast Analyst to meet queue specific requirements.
• You will work with your domain's outsourced real-time teams to align on daily action plans and ensure understanding of performance or volume trends. You will manage task views, routing and short-term Verint changes, ensuring work goes to the right person at the right time.
• You'll conduct deep dives to identify issues between supply/demand at all intervals and skilling gaps where your domain is misaligned with the operation. You'll assess the service impact of proposals and changes due to be implemented in your domain. You’ll be responsible for raising and responding to incidents when required, providing regular updates and escalating if and when required.

We'd love to hear from you if...

• You have a solid background in workforce management, with hands-on experience supporting operational teams and improving performance.
• You care deeply about service quality and understand the key drivers that contribute to delivering great customer experiences.
• You’re proficient in Google Sheets / Excel and Looker, able to create insightful visualisations and reports to support domain-specific decision-making. You also have a basic understanding of BigQuery.
• You’re experienced in working with both live and historical data to identify trends, investigate issues, and clearly communicate insights to stakeholders, including senior leadership.
• You can assess situations with broad customer impact and make informed, risk-aware decisions under pressure.
• You manage multiple tasks and incident types with different urgency levels (e.g., critical, urgent, upcoming), and consistently maintain high availability to provide support.
• You work effectively with colleagues across different geographies, even when interests or priorities may not always align.
• You’re an excellent communicator, both in writing and during calls or virtual meetings, able to convey complex ideas simply and effectively.
• The ability to make and receive calls with colleagues and stakeholders is essential for this role.

Important information about your working hours: You will have a condensed four-day working week with fixed start times of 8am and finish times of 7pm. Your shifts are placed onto a 5 week rotation, working 1 in 5 weekends (Saturday & Sunday).

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!

The application journey has 4 key steps...

Our interview process involves 4 main stages:

1. Application Questions
2. Recruiter Call
3. Take Home Task
4. Role Specific & Values Interview

What’s in it for you...

💰 £32,900 to £41,675 ➕ plus stock options & benefits

📍This role can be based in our London office, Cardiff office or distributed working within 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

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.

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

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible! Please note we will only close this role once we have enough applications for the next stages. Please submit your application asap to avoid any disappointment.

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

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