Overnight Vulnerable Customer Advisor

Monzo Bank is hiring an Overnight Vulnerable Customer Advisor to support our customers from 8 pm to 6 am. This fully remote role is a 4‑day shift, followed by 4 days off, and includes weekends and bank holidays on a rota basis. The position is heavily calls‑based: you will handle daily conversations with customers experiencing distress, self‑harm thoughts, gambling or substance‑use issues, and other emotional or financial difficulties.

Location & Salary

Remote (UK). Base salary ranges from £24,750 to £29,625 per year, depending on experience, plus an annual overnight shift allowance of £5,004. For Greater London candidates the starting salary is £27,250.

Responsibilities

• Handle escalated customer calls and in‑app chats with empathy, clear boundaries, and professional tone.
• Assist customers with addictions and financial challenges, offering account adjustments and support resources.
• Provide guidance to fellow Customer Service Advisors on how to communicate with vulnerable customers.
• Support customers who mention suicide, assessing risks and offering appropriate help.
• Ensure customer data is accurately recorded and escalated when needed.

Qualifications

• Minimum of 16 February 2026 start date and full‑time training (10 weeks, Monday‑Friday 9:00 am‑5:30 pm).
• Experience working with vulnerable or disadvantaged adults is desirable.
• Comfortable managing high‑volume, sensitive calls.
• Strong empathy, compassion, personal boundaries, and resilience.
• Excellent organisational and prioritisation skills.
• Ability to collaborate effectively with a team.

What We Offer

• Competitive salary and overnight shift allowance.
• Annual learning budget of £1,000 for books, courses and conferences.
• Guaranteed birthday leave (except during training).
• Comprehensive benefits list available on request.
• Inclusion of neuro‑diversity, disability, and disability‑accommodation support during the application process.

Application Process

There are three key stages: application, recruiter call, and a final interview with two team managers (up to 1.5 hours). The process typically takes 2–3 weeks.

Equal Opportunities Statement

Monzo is an equal‑opportunity employer. All applicants are considered without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran, neuro‑diversity or disability status. If you have a preferred name, please use it in your application.

Additional Information

For support with the application due to disability or neurodiversity, contact sarahwilson@monzo.com. Access Monzo’s AI guidelines here: https://monzo.com/i/supporting-all-our-customers