Customer Service Adviser, Business Banking

🚀 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. We now provide personal and business bank accounts, joint accounts, 16‑17 year‑old accounts, a free kids account, and credit cards, 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, get‑paid‑early feature, financial education on social media and 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 ❤️

UK Remote | £24,750 – £29,625 + Share Options (£27,250 minimum starting salary if based in Greater London)

Working hours – 37.5 hours per week including bank holidays on a rotational basis covering 6am – 10pm with two full weekends and at least one other partial weekend off every six weeks.

Start date – Monday 5th January 2026 OR Monday 2nd February 2026. You will need to be available for 8 weeks from this date with no holidays, appointments or clashes to attend training (Monday – Friday, 9am – 5:30pm all remote). We can sometimes allow a few days off during this time, but give us a heads up before the interviews if that is the case.

We will close this advert once we have enough applications, so please apply as soon as possible 🚨

⭐ Our Business Banking Team

Customer Operations (COps) are the heart of Monzo and are all about customer experience. Our mission is to “Make Money Work for Everyone” and our Business Banking Customer Ops team are the first point of call for our business customers for any queries and problems they may have. You’ll be part of a team that’s here to make sure customers want to tell friends, family and social media followers about the great experience they had with their bank.

🔑 Responsibilities

• Spotting patterns and identifying potentially vulnerable customers as well as financial crime and referring customers to specialised areas where needed.
• Using the tools and training provided to understand how payment systems work, listening to customers’ concerns with positivity, empathy and patience, fixing whatever the problem is and preventing it from happening again.
• Supporting colleagues when you feel ready to do so.

🤩 Skills & Values

• Passionate about building great rapport and providing a fantastic experience that makes a difference to customers.
• Excellent communicator who enjoys speaking with people over the phone and thrives on helping them resolve issues and enabling them to get on with the rest of their day.
• Confident and capable of supporting across a broad range of queries, with the ability to verbally explain, simplify and guide customers to positive resolutions.
• Ability to multitask and switch focus in a fast‑paced environment – moving from a phone call to an in‑app chat or email quickly.
• Motivated by working towards performance targets.
• Comfortable navigating systems and technology – use a laptop and pick up the systems we use; coding knowledge not required.
• High standard of written and verbal English.
• UK resident over the age of 18, currently living in the UK with the right to work in the UK. We cannot offer sponsorship for this role.

🙌 What’s In It For You

• £24,750 – £29,625 + share options.
• Remote, including training.
• Guaranteed time off on your birthday if it falls on a scheduled work day outside of training (after week 5).
• £1,000 learning budget each year for books, training courses and conferences.
• Annual salary review – salary can increase every year.
• Up to 6% pension contribution from Monzo.
• 8 weeks of paid sabbatical leave every 5 years.
• Work‑from‑home setup – all employees given MacBooks; fully remote workers receive extra support for home setup.
• Plus lots more – read our full list of benefits.

🌈 The application journey has 3 key steps

• Completing the application questions – take some time as we will read them!
• A 20‑minute recruiter call.
• Final stage interview with team managers of the Business Banking team.

This process should take around 2‑3 weeks – we promise to be as flexible as possible!

We’ll hear from you throughout the application process, but if you’ve got any questions, reach out at sambrewington@monzo.com. 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.

📍 Remote

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. 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. 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, 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 the application stage 😊