Monzo Bank Employee Reviews about "working from home"

Updated Dec 24, 2020

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Found 19 of over 307 reviews

3.5
58%
Recommend to a Friend
84%
Approve of CEO
Monzo Bank CEO TS Anil (no image)
TS Anil
38 Ratings
Pros
  • "I've had the best time of my career at Monzo(in 30 reviews)

  • "The flexible working hours really suit me and having so many different areas to work in both within the office and working from home is great(in 20 reviews)

  • Cons
  • "Monzo have over-promoted folks and so we have lots of people in roles which they aren't yet qualified for - this has lead to some bad outcomes(in 41 reviews)

  • "Shift patterns for those in customer operations are hugely detrimental to mental health(in 13 reviews)

  • More Pros and Cons
    Pros & Cons are excerpts from user reviews. They are not authored by Glassdoor.

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    Reviews about "working from home"

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    1. 5.0
      Current Employee, more than 1 year

      Fantastic company

      Sep 18, 2020 - Customer Service Representative in Cardiff, Wales
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Great salary, relaxed atmosphere, can work from home, Monzo supply the work furniture and great management.

      Cons

      Not very flexible with changing hours, no shifts set up at the moment for working parents but they are trying to change this.

      1 person found this review helpful
    2. 1.0
      Current Employee, more than 3 years

      Corporate-wolf in Startup-sheeps clothing

      Dec 24, 2020 - Customer Operations in London, England
      Recommend
      CEO Approval
      Business Outlook

      Pros

      - Work from home - Starting pay for basic customer service is in line with basic staff at other banks

      Cons

      - A two-faced corporate management culture using a bygone 'startup' era and whataboutisms as an excuse for current failures, poor decisions, and an ongoing failure to actually grasp problems or make sound decisions at all as we go forward. The company unfortunately replaced its original core leadership both on top and in Operations, and their successors tenure has been disastrous so far - seeing only what they want to see in statistical dashboards while reality passes them by. The weak grasp of the reality of the company, product and problems at the highest level lead to decision-making paralysis so dire that the execution and/or threat of regulatory intervention is often the only impetus for basic, serious and very overdue problems in the company or product being resolved. - A two-tiered workplace in which you're either a 'Monzonaut' who works in the London office bubble around product design/engineers and 'leadership', or you're nobody. If you're outside the trendy bubble - or worse yet, part of customer operations - expect to be viewed as disposable and/or stupid because you're "just a insert-job-title" while people who know nothing about the product or customer service gamify every meaningful part of the experience into statistics that should be chased ('stat-chasing') at the expense of proper customer service. - An utterly dehumanising system of management, stat-chasing and scheduling which seems determined to exhaust and hurt most (but especially frontline/customer operations) staff, while allowing a small minority to enjoy and flaunt the flexibility afforded to them personally by way of rubbing the right shoulders, having the right job title or simply gaming the system. For most staff the company has taken a brutal and dismissive approach throughout the pandemic, with huge increases in frontline staff sickness and mental health problems and terrible examples of people not seeing their families throughout because the company's de facto position is to refuse to make any accommodation for it if the scheduling system and its 'algorithm' says no. It's literally 'computer says no' at its worst, and it is that way intentionally / because the company has worded contracts vaguely enough to effectively do as they please with your time. - Once one of the most transparent companies internally, it is now a very dangerous and almost venemous place for information to exist. There is now a duplicitous and propagandistic approach to internal communications which would give George Orwell food for thought. Bad decisions, regulatory restrictions, hurtful mis-steps and more are all not only airbrushed or misrepresented but often painted into some sort of great thing or huge success despite obvious and/or fundamental problems and/or deeply hurtful consequences for the business and customers - with the self-deception so thorough that we seem incapable of recognising and starting to solve some problems. - A toxic, passive-aggressive and at times outright hostile approach to feedback, criticism or solutions proposed from outside the 'bubble' mentioned above or which are not simply positive affirmations of the current party line. Honesty, transparency and self-reflection are now often not only wasted efforts but punishable and hurtful to your pursuit of what is desired (the stat-chasing and 'playing the game'). Overall its pretty awful unless you're part of the bubble or an engineer - if you have a family or value your work-life balance or self-determination in any sense, steer clear. Most current staff seem to be trying to escape as soon as the pandemic situation allows.

      Continue reading
      26 people found this review helpful
    3. 2.0
      Former Employee, more than 1 year

      A Promising Start

      Nov 9, 2020 - Customer Service Representative in Cardiff, Wales
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Nice to be able to work from home

      Cons

      Management make multiple daily changes to processes, and if you miss one you risk an 'outcome fail'. Management also make changes to your contractual terms, without giving notice or providing a new contract for you to sign. Ideas from people who actually do the job are often overlooked and treated like they have no knowledge or insight to provide.

      Continue reading
      3 people found this review helpful
    4. 3.0
      Current Employee, more than 3 years

      Still better than any other job I've had, but goes downhill more as the company grows

      Nov 2, 2020 - Customer Operations in London, England
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Working from home full time is a godsend and means I've been able to manage my mental health much better than any previous workplace (though it's not perfect). Well paid compared to a similar role in another company. I have an amazingly supportive and kind manager (can't speak for others)

      Cons

      Benefits rapidly dwindling Feel inferior to other areas of the company Little appreciation for the hard work our out of hours teams put in at times New 'flexible' contracts are brutal in terms of hours and work patterns and I see so many colleagues struggling with this Very little chance to move from operations into any other role Certain talents go unnoticed

      2 people found this review helpful
    5. 1.0
      Current Employee

      Sometimes good, mostly bad

      Oct 27, 2020 - Customer Representative 
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Working from home permanently, colleagues mostly great

      Cons

      Benefits stripped away, added work with no compensation or pay rise (easily attainable), heavily stats-based and on the clock with unsustainable targets for some domains, changes made without discussion, HR unhelpful especially with discrimination cases, holidays are a lottery, managers often useless, a very 'aww I'm sorry we are looking out for you x' but in reality a 'suck it up, we need to squeeze as much out of you as possible', communication hit or miss, leadership across the board shoddy

      10 people found this review helpful
    6. 2.0
      Current Employee, more than 1 year

      Has a long way to go - might finally be on the right track

      Jul 10, 2020 - Anonymous Employee 
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Flexible working: even before Covid the company was equipped well for people to work from home. A can-do attitude amongst teams: people are solution focussed and work together without disruption. Historically, there’s been very little internal stakeholder management, you're trusted to get on with the work. Incoming CEO: TS Anil is exactly what the company needs right now. He’s smart, empathetic and experienced.

      Cons

      Job security is low and this prevents people from speaking out about difficult things. I witnessed many unacceptable behaviours working at Monzo. Examples include: citing an Asian candidate’s accent as a reason for rejection for a role, multiple occurrences of Black and Asian staff being labelled as 'angry' or 'aggressive' and being shut down, a person in the office doing an impression of ethnic minorities. Monzo has been complacent on issues of race and the company culture has suffered. Culture aside, the shipping rate is slow, incidents take up a lot of developer time.

      18 people found this review helpful
    7. 1.0
      Former Employee

      Not mature internally, experienced people not able to progress

      Aug 1, 2020 - Software Engineer 
      Recommend
      CEO Approval
      Business Outlook

      Pros

      1- Flexible working for most (prior to COVID, everyone is working from home now) 2- Free lunches on monday and wednesdays (prior to COVID) 3- Good for cv

      Cons

      1- People are going on leave regularly with mental burnout. there is no psychological safety at monzo, with senior leadership actively taking away safe spaces and challenging people using brash, aggressive techniques. People are developing very real mental health issues because of the working environment - people will try to tell you that's because they're just not cut out for monzo. It isn't. These are very capable people. It is the environment that is toxic. 2- exCEO is responsible a lot of cultural problems. The brand of monzo is not the same as the internal experience. People think monzo is very inclusive - it isn't. There are very real structural problems that leadership don't want to fix and there is no D&I leadership anymore (with a new D&I role not sitting in leadership anymore). Tom has openly verbally attacked people at All Hands, and said ridiculous things like - asking people to not repeat statements externally before they've been signed off or regulator approved - saying that minority-people should accept that their lack of progression isn't because they're a minority or any bias but because they just might not be good enough and many more things. His lack of maturity has caused a bullish, dominant type of leadership that has meant many minority-people don't progress at monzo (and are either removed or leave). 3- inexperienced leadership. If you are hired in as an experienced employee, you will not be treated respectfully by those who have been at monzo for years. There is a weird cliqueyness to the org and it means experienced hires leave soon after joining. We have had people in roles because they've just moved up ranks, when in any other organisation they would not be a Director or VP. We have a "Chief People Officer" for months who was an investment director, making decisions on reward, benefits, promotions who had zero chief people officer experience (no less conflicts of interest). This doesn't make sense. 3- lack of security. Monzo's vision is unstable. There is a very real risk to working here and it not existing soon after because of the poor way it has scaled, through disrespecting the regulators regularly. Monzo is unique because it's been disruptive, but that doesn't mean it's above the law. It seems now that some c-suite finally realise how badly their treatment of the regulators has affected us so who knows - this might get better.

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      16 people found this review helpful
    8. 5.0
      Current Employee, less than 1 year

      Friendly and fun

      Jun 15, 2020 - Customer Operations in Cardiff, Wales
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Very generous to work for (even in the midst of an outbreak, despite what the headlines would suggest) I think the base pay is pretty generous too, considering you get so much freedom and allowances alongside it. Mistakes are dealt with really well and the culture has built and understanding that people will make mistakes and that's okay. Everyone is so friendly and supportive. Even working from home, people reach out to you to offer advice and support if they've picked up on something you may have gone wrong on or if you just need advice. Transparency is definitely evident in day to day operations, most doors are always open. Great development opportunities with options to branch out into many different sections of banking. A lot of trust is put in staff to do what they think is best, there's a lot of freedom as long as youre still following regulatory rules and guidance. Great holiday, sick, mental health and a mountain of other kinds of non-work allowance. You get a set amount of allowance while on shift to take breaks and rest your eyes/ears (5-10 minutes at the end of every hour is often recommended). You have targets but you are not strained and disrespected in your daily workload. Plenty of paid non-interactive time while on shift, either for self development/learning, activities with your colleagues or shadowing people from various teams/sections of the bank.

      Cons

      It seems everyone is always learning in a big way and this can cause confusion and inconsistencies in day to day operations. Especially due to the ever-changing of guidances and practices. It can seem a little hectic and unorganised sometimes but I think that's all a learning curve being such a fresh bank. Not really too much of a biggy but the initial training upon starting is a little limited before going fully into the role. (they do cover a lot but i felt it fell a little short by about a week). There is plenty of support at all times though, it's just easy to get lost. There seems to be a lot of errors and outages.

      Continue reading
      2 people found this review helpful
    9. 2.0
      Former Employee, less than 1 year

      Think twice about leaving a steady job to work here.

      Mar 28, 2020 - Remote Customer Care Representative in Cardiff, Wales
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Working from home is good.

      Cons

      The hours are long, there is little support, It’s a learn on the job but you are not given any grace period for being new, it depends who you get when your work is marked. Think twice before you leave a job you've been at for a while as these guys will get rid of you if you don’t pass your probationary period. Although working from home is good, It’s long hours. I was deemed as part-time even though I was 36 hours a week.

      Continue reading
      8 people found this review helpful
    10. 3.0
      Former Employee

      Monzo

      Feb 29, 2020 - Customer Service Representative in London, England
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Working from home is good

      Cons

      Being alone can be bad

      1 person found this review helpful
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