Monzo
Vulnerable Customer Service Adviser, Weekends
Job Summary
This role involves managing high-volume calls and chats from vulnerable customers experiencing personal hardships, including addiction, financial difficulties, or mental health crises. The candidate should have experience working with vulnerable populations, demonstrate empathy, maintain personal boundaries, and be resilient. Training will be provided, and the position is fully remote within the UK, involving rotating shifts to ensure 24/7 assistance. The role focuses on providing support, guidance, and appropriate interventions to customers in distress, with a strong emphasis on inclusivity and customer well-being.
Required Skills
Benefits
Job Description
🚀 We’re on a mission to make money work for everyone.
We’re waving goodbye to the complicated and confusing ways of traditional banking.
After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. 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 ❤️
Hear from our UK team about what it's like working at Monzo ✨
📍Location Remote in the UK | 💰 £24,750 - £27,250 (pro rata) depending on experience (£27,250 pro rata minimum starting salary if based in Greater London) + Benefits | Hear from the team ✨
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.
About our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team - https://monzo.com/i/supporting-all-our-customers
Your day-to-day:
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
You should apply if you:
- You can start on 21st July 2025 and attend 10 weeks of training (Monday to Friday - 09:00 - 5:30pm for the first 4 weeks)
- Have experience working with vulnerable customers is desirable
- Are comfortable and confident managing a high volume of calls
- Have the ability to prioritise difficult conversations effectively
- Have a strong sense of empathy
- Have a strong sense of personal boundaries and resilience
- Ability to maintain a healthy work-life balance
- Have a strong team working ethic
Logistics
This role will be fully remote in the UK (You must be permanently based in the UK for this role).
Training- will be Monday - Friday 09:00 - 5:30pm for 3 weeks, then 5 weeks at Wednesday - Sunday 09:00 -17:30 before going onto a weekend rotation and this will be carried out remotely (please note that holidays are not allowed during this time)
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 - Saturday and Sunday between 8pm - 8pm inc bank holidays (15 hours)
🎂 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.
Our interview process involves 3 main stages:
- Application and completion of application questions
- Recruiter Call
- An interview that lasts approx 1 hour
If you have any questions regarding the role, please kindly email [email protected]. Please kindly note we receive a high volume of emails per day so please be patient with the response time.
Please also use that email to let us know if there's anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason.
What’s in it for you:
From £24,750 pro rata - £27,250 pro rata (from £27,250 pro rata if you are based in Greater London) depending on direct and relevant experience and a huge range of benefits. All Monzo team members get share options as part of their package. plus stock options & benefits.
This role is distributed
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 only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.
#LI-REMOTE #LI-SB
Equal opportunities for everyone
Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by 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, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.
We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.
If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊
Interested in this job?
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Monzo
Organise, save & invest with a free UK current account, joint account or business account. Make your money more Monzo.
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