At a Glance
- Tasks: Analyse data to optimise service delivery and enhance customer satisfaction.
- Company: Join a mission-driven company transforming banking for everyone.
- Benefits: Competitive salary, performance incentives, and flexible working options.
- Other info: Dynamic role with opportunities for growth in a supportive team.
- Why this job: Make a real impact on customer operations and improve service quality.
- Qualifications: Experience in workforce management and a passion for service excellence.
The predicted salary is between 32900 - 42000 £ per year.
Company Overview
We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers. We’re not about selling products - we want to solve problems and change lives through Monzo.
Location & Compensation
London, Cardiff or Remote in the UK. £32,900 – £42,000+ with incentive awards tied to your performance. Benefits available.
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.
Role
As a Service Analyst you will help optimise service delivery and ensure 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. This is a 9 month fixed term contract.
Your key responsibilities
- You’ll analyze 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.
Qualifications
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 de.
Service Analyst, Workforce Management in Cardiff employer: EngineersOfAI
At Monzo, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises employee growth and well-being. With competitive salaries, performance-based incentives, and a commitment to innovation in the financial sector, our London, Cardiff, and remote teams enjoy a collaborative environment where every voice is valued. Join us to be part of a mission-driven company that not only transforms banking but also invests in your professional development and personal success.
StudySmarter Expert Advice🤫
We think this is how you could land Service Analyst, Workforce Management in Cardiff
✨Join Financial Networking Events
Jump into local finance meetups and conferences — they’re a goldmine for temporary roles in banking and financial services. You can chat with industry professionals and even get leads on upcoming opportunities that might not be posted online yet.
✨Utilise Temp Agencies Specialised in Finance
Reach out to temp agencies that focus on the banking sector. They often have strong ties with various firms and can help you secure short-term gigs that can help beef up your CV and get your foot in the door at firms like EngineersOfAI.
✨Connect with Alumni from Your Uni
Don't underestimate the power of your university’s alumni network. Many former students are working in banking and can help you find temporary roles or even offer mentorship. Reach out directly or attend alumni events to broaden your circle.
✨Stay Active on Job Boards and Company Websites
Keep your eyes peeled on job boards specifically for finance roles. Companies like EngineersOfAI might post temporary positions directly on their sites, so make sure to apply there too. Set alerts to catch those roles the moment they go live!
We think you need these skills to ace Service Analyst, Workforce Management in Cardiff
Some tips for your application 🫡
Show Off Your Academic Achievements:In banking and financial services, your academic record can really make you stand out. List relevant grades, certifications, or coursework on your CV, especially if you've taken finance-related modules. This is particularly important for a temporary role where qualifications can help you shine even brighter!
Highlight Relevant Experience:If you’ve done any internships, part-time roles, or even coursework that aligns with banking or finance, make sure you include those! Showcase specific tasks where you used quantitative skills or analytical thinking, as this is what the hiring managers at EngineersOfAI will be keen to see in your application.
Tailor Your Cover Letter Purposefully:When writing your cover letter, focus on why you’re interested in a temporary position at EngineersOfAI. Let them know how you can quickly adapt to the team's needs and how eager you are to learn the ropes of the banking sector during this short stint. Your motivation and enthusiasm could really set you apart!
Be Prepared with References:For temporary roles, references can play a crucial role in your application. Make sure you’ve got a couple of references lined up who can vouch for your skills and work ethic. This helps to give EngineersOfAI confidence in your short-term commitment to the role.
How to prepare for a job interview at EngineersOfAI
✨Brush Up on Financial Regulations
Since this is a role in banking and financial services, be ready to discuss key regulations like MiFID, Basel III, or GDPR. These are hot topics, and your awareness of how they impact daily operations can give you a significant edge during your interview with EngineersOfAI.
✨Showcase Your Analytical Skills
Prepare for interview questions that assess your analytical abilities. You might need to tackle hypothetical scenarios involving risk assessment or financial forecasting. Bringing examples of relevant projects or coursework can emphasise your practical understanding of these concepts.
✨Highlight Flexibility and Adaptability
For a temporary role, showing that you can quickly pick up new processes and tools is crucial. Be ready to discuss previous experiences where you had to adapt to changing requirements or tight deadlines, as this will reassure EngineersOfAI that you’re a reliable team player.
✨Demonstrate a Willingness to Learn
In a temporary position, leaning into your eagerness to learn can really set you apart. Be prepared to share how you’re staying updated on industry trends or any additional training you've pursued. Employers appreciate candidates who are proactive about their development—even for short-term roles.
