At a Glance
- Tasks: Provide top-notch support for Card Acquiring, handling complex customer queries and issues.
- Company: Join Monzo, a forward-thinking bank with a focus on innovation and customer service.
- Benefits: Competitive salary, performance incentives, and flexible remote work options.
- Other info: Dynamic role with opportunities for growth and development in a supportive environment.
- Why this job: Be part of a new team shaping the future of Business Banking at Monzo.
- Qualifications: Experience in Card Acquiring and strong problem-solving skills required.
The predicted salary is between 28050 - 35475 £ per year.
Our Business Banking Card Acquiring Team is looking for 4 Customer Operations Advisors to take on this Card Acquiring role. The key focus for all of our Customer Operations Advisors (COps) is to provide a magician standard of service to our customers. This is a brand new space for Business Banking at Monzo, and we’re building it as we go. That means we’re looking for people who are excited by that—comfortable with a bit of ambiguity, happy to test and learn, and ready to help shape what great looks like for Card Acquiring at Monzo.
This is a specialist role, where you’ll act as one of our subject matter experts in Card Acquiring. You’ll be dealing with complex, high-impact issues and will be expected to take full ownership of problems from start to finish. A big part of the role involves working closely with our third-party provider, often in parallel with supporting the customer—so strong attention to detail and the ability to manage multiple moving parts is key.
You’ll need to be confident handling situations where customers may be frustrated, while also coordinating behind the scenes with external partners to reach the right outcome. From the customer’s perspective, you are Monzo—so it’s important you can manage these interactions seamlessly and maintain a high standard of service throughout. This is a specialised role, so we’re looking for people with Card Acquiring experience who are comfortable taking ownership and making decisions in complex situations.
You’ll play a key role by:
- Staffing escalation channels (both internal and cross-domain)
- Delivering magician-standard support across calls, chat, and email
- Handling Card Acquiring queries, including chargebacks, disputes, and terminal issues
- Acting as a subject matter expert, owning problems from start to finish
- Working closely with third-party providers (e.g. Adyen)
- Supporting businesses through complex situations (e.g. insolvency, transitions)
- Taking ownership of merchant relationships, helping them get value from Monzo and stay with us
- Helping with onboarding and shadowing for new COps
- Providing live support coverage to keep day-to-day operations running smoothly
- Identifying trends, improving processes, and maintaining data quality
- Carrying out QA and remediation to ensure the right customer outcomes
- Managing audit requests and supporting compliance obligations
London/Cardiff/UK Remote | £28,050-£35,475 + Incentive Awards tied to your performance + benefits
Card Acquiring, Business Banking Customer Operations Advisor in London employer: EngineersOfAI
Graphcore is an exceptional employer, offering a dynamic work environment where innovation thrives and every team member can contribute to groundbreaking advancements in AI technology. With a strong focus on employee growth, Graphcore provides ample opportunities for professional development and collaboration with industry experts, all while being part of the prestigious SoftBank Group. Located in a vibrant tech hub, employees enjoy a culture that values creativity, inclusivity, and the chance to make a significant impact in the rapidly evolving field of artificial intelligence.
StudySmarter Expert Advice🤫
We think this is how you could land Card Acquiring, Business Banking Customer Operations Advisor in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at EngineersOfAI. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like EngineersOfAI before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Card Acquiring, Business Banking Customer Operations Advisor in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to EngineersOfAI:Your cover letter is your chance to shine! Tell us why you want to work at EngineersOfAI specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at EngineersOfAI!
How to prepare for a job interview at EngineersOfAI
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
