Talent Acquisition Lead, Customer Operations (High Volume Hiring)

Monzo, Anywhere (UK)

We're building a bank, together

We are looking for a Talent Acquisition Leader with experience in high-growth, high volume, customer operations or contact centre environments to join our team. You’ll be responsible for partnering with our Customer Operations (COps) leadership team to build and deliver the hiring strategy for our COps organisation.  

We have over 1000 people in our COps organisation and we are growing, so we’re looking for an experienced leader who can motivate and develop the team who are responsible for sourcing and recruiting talented, diverse people who are passionate about our mission. 

We’ve recently broadened the type of roles we hire for and the work we’re involved in, so we’re looking for someone who has experience in leading high performing teams to successfully deliver against high volume and complex hiring plans whilst partnering with our outsourcing partners.

You’ll spend your time:

  • Leading our COps recruitment, from frontline customer operations (COps) to specialist roles and operations leaders at all levels
  • Partnering with the COps Leadership team to define the short and long term hiring strategy for COps 
  • Coaching, leading and developing the COps hiring team
  • Partnering with hiring managers to structure and run great hiring processes - you’ll be confident challenging their thinking and asking the right questions to figure this out
  • Working with our forecasting teams to develop hiring plans which support our customer demand and our projected growth
  • Building an effective employer brand and attraction strategy across all specialism within COps
  • Partnering with the People and L&D teams to provide great candidate and employee experiences
  • Identifying and leading on process improvements and efficiencies - you’ll use data to work out what’s going well and where things could be better, and share your findings with key stakeholders
  • Building a candidate experience which goes the extra mile to make sure that every applicant to every job feels valued, respected and welcome.

You should apply if:

  • You’ve led multi-location teams in a high volume recruiting environment and are passionate about developing people
  • You’ve significant experience recruiting for a wide range of roles, from entry level to senior members of the team
  • You’ve got experience of working with leadership teams to build future focused hiring strategies and delivery plans
  • You’ve created engaging, successful employer brand and attraction strategies for a variety of roles and markets
  • You can easily adapt your style to work with a range of stakeholders with different needs
  • You care deeply about inclusiveness and diversity in hiring and creating excellent candidate experiences
  • You’re excited by what we’re doing here at Monzo!

Bonus points if:

  • You've experience in a financial services environment
  • You’ve previously worked in a tech startup/company


  • This role can be based anywhere in the UK - either at home (with some travel into our offices) or in our London or Cardiff office.
  • 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.
  • Diversity and inclusion is a priority for us – if we want to solve problems for people around the world, our team has to represent our customers. So we need to attract the best talent and create an environment that supports and includes them. You can read more about diversity and inclusion on our blog.
  • If you prefer to work part-time, we'll make this happen whenever we can - whether this is to help you meet other commitments or strike a great work-life balance.

The application process consists of a phone call with a recruiter, then a task followed by 2-3 video interviews. We promise not to ask you any brain teasers or trick questions.

Equal Opportunity Statement

At Monzo, embracing diversity in all of its forms and 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.

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




About Monzo

At Monzo, we’re building a new kind of bank. One that lives on your smartphone, and that’s built for the way we live today. By solving your problems, treating you fairly and being totally transparent, we believe that we can make banking better. Since we started in February 2015, we’ve been busy building the best current account in the world. We received our full UK banking licence from the FCA and PRA in April 2017, and are now working hard to roll current accounts out to everyone in the UK. Download the app today to join the 400,000 customers using our hot coral cards to manage their money and spend around the world.


Want to learn more about Monzo? Visit Monzo's website.