Writer, Operations

📍London or Remote | 💰 £65,000 - £75,000 (pro-rated) Benefits | 6 Month Fixed Term Contract

Every word we write matters. From what’s in the app, to job ads (like this one), to error messages, to emails, to internal policies, to… you get the idea.

The Writing Team isn’t responsible for writing every word though – we’re here to level up Monzo’s writing overall. We have a well-established tone of voice, and people here really care about making sure all our writing is consistently good and works hard for customers. It’ll be your job to keep that quality up through the writing you do. But you’ll also be a champion for great writing by proving the difference it makes, and helping other people to improve their own writing skills.

Our never-ending reason to exist is to improve the overall quality of writing at Monzo. That means a culture where care for language is the norm. Everyone, in every role, should understand how important it is to write in a clear, empathetic way, and they should all have the skills to do it. The outcome of that will be world-leading writing for customers. They’ll trust us because our writing is clear, effective and works hard for them.

This is a 6 month fixed term contract

You’ll work in Operations

Operations is the biggest team at Monzo and does by far the most writing to customers. This is the home of our award-winning customer service teams, and also where a lot of the (surprise surprise) day-to-day ‘operational’ communications we send come from.

There’s a big focus on writing standards in Operations at the moment, and a lot of energy and momentum geared towards improving on our already high standards. So there’s an opportunity to have a really big impact and leave a lasting legacy.

For this contract, you’ll focus on three main areas:

1. A review of our highest-profile Ops writing: this is a combination of doing some writing yourself, and collaborating with area experts as they work through the content they own.
2. Guidance and upskilling for customer service: you’ll create and roll out writing training for people doing frontline customer service (on top of the writing training everyone gets when they join).
3. Process and governance: you’ll help define who gets to write what in Ops, and how we manage our big library of communications so the standards stay sky-high.

Your home will be in Writing

Alongside the work you do for Operations, you’ll contribute to the Writing discipline. We’re always working on new resources, training and processes to make better writing easier for everyone at Monzo. 

Writing is part of the wider Marketing team, but as we said above this role isn’t only about marketing. Your remit will be to improve the quality of all the writing that touches your part of the business, inside Monzo and out.

This is for you if:

• you’ve done some ‘content design’, ‘UX writing’, ‘product writing’ or essentially any writing that isn’t just journalism or ads
• you’ve coached people on their writing (running training sessions is a big bonus!)
• you’re allergic to useless jargon and over-complicated language
• you’ve tackled writing in different industries (tech and finance are useful but not essential)
• you know how to use data and research to guide your approach
• you like bouncing around between tasks on a daily basis
• you’re comfortable questioning a brief and helping people understand why your approach is the right one.

This isn’t for you if:

• it’s your first writing job – sorry, but we need someone to hit the ground running
• you’re only really excited by brand and marketing stuff – you’ll be working on everything here
• you prefer to spend most of your time working solo – writing here is a team effort, and you’ll collaborate with everyone across the company
• you like lots of top-down direction – it’ll largely be up to you to decide which challenges to tackle, and how to tackle them

You’ll get:

• the chance to shape this role around what’s good for you and us
• very flexible working – we care about what you do, not the minutes you work
• a load of benefits, including a personal training budget, health insurance, generous caregiving leave and more you can read about here: https://monzo.com/careers/

Please make sure you give us both a CV and a cover letter. We want to see who you are as a person and a writer, and we’ll take an in depth look at both as part of your application.

The Interview Process:

Our interview process involves three main stages: 

1. Recruiter Call (30mins) via a Phone Call
2. Initial Call (30 mins) via Google Meet
3. A short practical written exercise to complete in your own time 
4. Role Specific Interview (1hour) & a Values (Behavioural) Interview (45minutes) via Google Meet

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

You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions or want to talk through reasonable adjustments ahead of or during application please us at any point on core-hiring@monzo.com

What’s in it for you:

💰Salary is between £65,000 - £75,000 (pro-rated) (dependant on experience) ➕ stock options 

📍This role will be based out of our London office next to Liverpool Street station in a hybrid approach of office based and home working or on a fully remote basis

⏰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 

Equal Opportunity Statement

We are actively creating an equitable environment for every Monzonaut to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. 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. You can read more in our blog, 2022 Diversity and Inclusion Report and 2022 Gender Pay Gap Report.

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.

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