Vulnerable Customer Adviser

📍Location Remote in the UK | 💰 £24,750 - £29,625 depending on experience (£27,250 minimum starting salary if based in Greater London) + Benefits | Hear from the team ✨

Please note that this role is heavily calls-based.

These calls will be very upsetting and unsettling, on a daily basis.

We receive calls from customers who express feelings of distress, including thoughts of self-harm or harm to others, as well as challenges related to gambling and substance use. Please do not apply if you feel that these calls will be triggering for you to deal with.

⭐Our VAIB team

About our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team - https://monzo.com/i/supporting-all-our-customers

🔑You’ll play a key role by

The vulnerable customers role is for those people that have experience of working with adults with varying degrees of difficulties or personal hardship and can provide strong customer service, personal resilience and boundaries.

You'll be taking escalations from fellow Customer Service Advisors, chatting to customers via the telephone, so you'll need to be able to call customers, and in app chat.

Here are some of the situations you may deal with:

• Helping people with addictions make account adjustments to aid their recovery
• Helping people with various difficulties be fully understood by Monzo so we can help them to the best of our ability now and in the future
• Talking to people who are struggling to afford basic necessities, and find them the right help and support
• Talking to people who mention suicide, and figure out the best way to help them
• Advising your fellow Customer Service Advisors on tone of voice, phrasing, and actions for vulnerable people
• Understanding a customer’s financial accessibility needs and making adjustments to support their journey with Monzo

🤩 We’d love to hear from you if

• Have experience working with vulnerable customers is desirable
• Are comfortable and confident managing a high volume of calls of a sensitive nature
• Have the ability to prioritise difficult conversations effectively
• Have a strong sense of empathy and compassion
• Have a strong sense of personal boundaries and resilience
• You can start on 18th August 2025 and attend full time training Monday to Friday 9am - 5.30pm for 10 weeks
• Have a strong team working ethic

💰 What’s in it for you

💰£24,750 - £29,625 per year depending on experience

📍This role is based remotely including training

📚Learning budget of £1,000 a year for books, training courses and conferences

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

🎂 We'll guarantee time off on your birthday (if you want it) with the exception of your training period. This will come from your regular holiday balance and provided you have enough to cover it.

Shifts - To make sure we’re around to help our customers 24/7, we ask our new Customer Operations (COps) team members to commit to a rotating 7 week working pattern - Monday to Sunday 6am - 10pm inc bank holidays (37.5 hours)

🌈 The application journey has 3 key steps

• Application stage
• 20 minutes recruiter call
• Final stage with 2 team managers lasting up to 1.5 hours

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to [email protected]. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

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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