Vulnerable Customer Team Manager

We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. 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.

Your day to day: Our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) team is dedicated to ensuring Monzo understands, considers, and advocates for the needs of all our customers – especially those in difficult circumstances. We offer specialist support and tools designed to help those most likely to face challenges with their money. As a VAIB Team Manager, you’ll lead a squad of approximately 12 advisers. You will be responsible for their professional development, providing hands‑on coaching and support on complex tasks across both calls and in‑app chat. You’ll drive exceptional performance, guide your team through challenging situations, and celebrate their successes. Beyond people management, you’ll be the voice of your team, sharing their insights and feedback with leadership to help us build better tools. You’ll play a key role in interviewing and growing the next generation of VAIB specialists.

You Should Apply If:

• You have experience managing a team within a fast‑paced, regulated world.
• You have a background in Vulnerability and a deep understanding of vulnerable customer needs.
• You’re an empathetic leader who loves seeing people grow.
• You’re comfortable having honest, supportive conversations to turn underperformance into high performance.
• You’re great at solving problems, prioritising a busy workload, and using data to tell a story.
• You have excellent stakeholder management skills and are confident chairing employee relations cases and making decisions consistent with Monzo’s values.
• You have an understanding that caring for vulnerable customers can bring emotional challenges for your team and therefore you would need to be confident having wellbeing conversations.
• A willingness to develop an in depth knowledge of what your team do day to day to coach with a genuine understanding of their work.
• You’re at home using (or confident in learning) MacOS, Slack, and Google Workspace.

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply—even if you don’t have everything that’s listed just yet.

The Interview Process:

• The application questions
• Recruiter Call – 30 minutes
• Competency‑based Values and Role Specific Interview and Coaching Scenario with two of our Operations Managers from VAIB – approx 90 minutes

Your Working Life And Shift Requirements:

• Hours: 37.5 hours per week, your working hours will stay the same each week.
• Working Pattern: Full weekend coverage – you’ll need to be available to work on Saturday and Sunday each week but we can be flexible with which 2 days are your rest days.
• Training: 8 weeks of full‑time training is required initially (Monday – Friday, 9am – 5.30pm).
• We’ll guarantee time off on your birthday (if you want it). This will come from your regular holiday balance.

What’s In It For You:

• This role is based remotely.
• £32,200 – £40,750 depending on experience + stock options & benefits.
• Learning budget of £1,000 a year for books, training courses and conferences.
• And much more, see our full list of benefits.

To Work Remotely You’ll Also Need:

• To work from home in the UK in a safe, private and distraction‑free environment.
• A solid internet connection (download speed – 10mbps; upload speed – 5mbps).

Equipment:

• We’ll provide you with a work laptop on your first day. There’s no need to supply your own.
• You do need to own your own smartphone; this will be needed each time you log into our customer support system.

Closing date: We’ll 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. Our average application review process takes around 2‑3 weeks, please be patient whilst we work through our applications.

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.