Customer Support Adviser, Calls at Monzo

Monzo is seeking a Customer Support Adviser to join their team in Cardiff. This is a Customer Operations role focused on providing excellent customer experience by resolving customer issues over the phone. Monzo aims to make money work for everyone.

The Customer Support Adviser will be the first point of contact for customers who contact Monzo via phone. The role involves being empathetic, building rapport, and ensuring customer issues are resolved efficiently. The candidate should be inquisitive and a problem solver, directing customers to the right channels when necessary.

What the role involves:

• Answering a wide range of calls from customers
• Helping customers who’ve lost their card
• Assisting customers needing help getting into the app
• Supporting customers with their gambling spend
• Helping other areas of the business if and when needed during peak times

Requirements:

• Passionate about providing industry-leading customer experience
• A great communicator, empathetic, and able to listen well
• Enjoy speaking with people over the phone
• Resilient
• Good understanding of regulatory requirements
• Excellent at balancing giving the customer as much of your time as they need whilst knowing when to be efficient
• Tech literate and be able to use a laptop and pick up the systems that we use
• A UK resident over the age of 18, currently living in the UK with the right to work in the UK

What Monzo offers:

• Annual Salary Review
• Share options
• Up to 6% pension contribution
• 34 days of holiday allowance per year
• 8 weeks of paid sabbatical leave every 5 years
• 25 days of paid sick leave
• Optional Health Insurance
• Learning budget of £1,000 a year