Job Description
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.
Role
- 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 customerās financial accessibility needs and making adjustments to support their journey with Monzo
Location Remote in the UK | š° Ā£24,750 – Ā£27,250 (pro rata) depending on experience (Ā£27,250 pro rata minimum starting salary if based in Greater London) + Benefits | Hear from the team
You should apply if you:
- You can start on 21st July 2025 and attend 10 weeks of trainingĀ (Monday to Friday – 09:00 – 5:30pm for the first 4 weeks)
- Have experience working with vulnerable customers is desirableĀ
- 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
Location
This role will be fully remote in the UK (You must be permanently based in the UK for this role).
Training-Ā will be Monday – Friday 09:00 – 5:30pm forĀ 4 weeks, then the remainder of training will be held during the weekends.Ā and this will be carried out remotely (please note that holidays are not allowed during this time)
ShiftsĀ – To make sure weāre around to help our customers 24/7, we ask our new Customer Operations (COps) team members to commit to a rotatingĀ 7 week working pattern – Saturday and Sunday between 8pm – 8pm inc bank holidays (15 hours)
šĀ 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 2 main stages:Ā
- Application and completion of application questions
- An interview that lasts approx 1 hour
If you have any questions regarding the role, please kindly emailĀ sambrewington@monzo.com.Ā Please kindly note we receive a high volume of emails per day so please be patient with the response time.
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.
Benefit
From Ā£24,750Ā pro rataĀ – Ā£27,250Ā pro rataĀ (from Ā£27,250 pro rata if you are based in Greater London) depending on direct and relevant experience and a huge range ofĀ benefits. All Monzo team members get share options as part of their package.Ā plus stock options & benefits.
This role is distributed
Learning budget of Ā£1,000 a year for books, training courses and conferences
And much more, see our full list of benefitsĀ here
Weāll 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 donāt miss out.
Application process
If you’re interested click on official website to apply