1 week ago Be among the first 25 applicants
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
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.
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 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
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 rotatation 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
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.
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
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We think this is how you could land Vulnerable Customer Service Adviser, Weekends
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Monzo Bank. 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 Monzo Bank 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!
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 Monzo Bank:Your cover letter is your chance to shine! Tell us why you want to work at Monzo Bank 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 Monzo Bank!
How to prepare for a job interview at Monzo Bank
✨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.
